Migrate from Vision Satellite Help Desk to Zoho Desk

Vision Tickets map directly to Zoho Desk Tickets. We preserve private staff notes as Zoho internal notes (visible only to agents) and client-visible replies as Zoho Desk Comments. Multi-agent comma-separated assignment from Vision is split into individual assignee records; Zoho Desk enforces single primary assignee per ticket, so secondary assignees map to the ticket's Additional Assignees field or a custom multi-select field depending on the destination department configuration.

Vision Clients map to Zoho Desk Contacts. The Client's name, email, phone, and organization linkage migrate directly. Vision's client organization linkage (client-to-org foreign key) maps to the Contact's AccountId via the Organization lookup. Vision custom fields on clients migrate as Zoho Desk Contact custom fields scoped to the relevant department.

Vision Organizations map to Zoho Desk Accounts. The organization's name, domain, phone, and website fields migrate directly. Vision organization-to-client linkage is preserved as the Account-to-Contact relationship. Accounts are imported before Contacts to satisfy the foreign-key constraint during Zoho Desk's contact insert.

Vision Staff Agents map to Zoho Desk Agents. We match by email address. Vision role names (Agent, Supervisor, Admin) normalize to Zoho Desk's agent roles during import. Vision department assignments map to Zoho Desk Departments, which require pre-configuration in the destination portal before agent migration.

Vision custom fields on tickets and client registration forms migrate as Zoho Desk custom fields scoped to the relevant module and department. Field types are mapped: Vision text fields become Zoho string fields, Vision date fields become Zoho date fields, Vision dropdowns become Zoho picklist fields. We flag any Vision custom fields that have no Zoho Desk equivalent (e.g., Vision-specific data types) during scoping and decide whether to migrate or drop per customer preference.

Vision Labels on tickets migrate to Zoho Desk Tags. Labels are a Vision-specific taxonomy for categorizing tickets; Zoho Desk uses Tags as the standard taxonomy for the same purpose. We split comma-separated or multi-value label strings and create individual Tag records linked to each Ticket. Tag names are normalized to lowercase for consistency in Zoho Desk.

Vision Tags migrate to Zoho Desk Tags using the same split-and-link process as Labels. Vision Tags and Labels are separate taxonomies in Vision; we merge them into the unified Zoho Desk Tag namespace unless the customer requests they be kept separate via a naming convention (e.g., prefix all migrated Labels as label_).

Vision Flags are a Vision-specific boolean ticket property without a direct Zoho Desk equivalent. We map Flags to Zoho Desk custom checkbox fields on the Ticket module. Each Flag becomes a separate custom checkbox field named to match the Vision Flag label (e.g., is_escalated__c, is_billing_issue__c). We flag any Flag that has no meaningful boolean equivalent during scoping.

Vision KB articles and folders migrate to Zoho Desk Knowledge Base articles. HTML formatting in Vision article content is preserved if the destination Zoho Desk portal has rich-text KB enabled, or stripped to plain text otherwise. Category and folder hierarchy from Vision maps to Zoho Desk's article category structure. Note: Zoho Desk's KB attachments are not migrated per Zoho's import limitations; we extract and deliver them separately for manual re-upload.

Vision Pro-tier and above approval workflow records (requester, approver, status, timestamps) migrate to Zoho Desk tasks or Case Escalation records depending on whether the destination Zoho Desk includes Service Cloud. Approvals without a Zoho Desk structural equivalent are mapped to Tasks with a custom status field capturing the original approval state. The approval chain and conditional routing logic do not migrate as automation; we document the approval structure for the admin to rebuild in Zoho Desk Blueprint.

Ticket attachments on Vision export as file references. We extract each file, validate the total cumulative upload against Zoho Desk's 10GB file size limit for the migration session, re-upload to the corresponding Zoho Desk Ticket's attachment store, and relink. Attachments exceeding the limit are flagged and delivered as a separate download package for manual re-upload. Vision KB article attachments do not migrate per Zoho Desk's import limitations.

Vision Reports (configured charts, grids, dashboards) are configuration objects, not data records. These cannot be migrated programmatically and are excluded from migration scope. We deliver a written inventory of every Vision Report with its filters, date ranges, and output format for the customer's admin to recreate in Zoho Desk's reporting module.