Migrate from Vivantio to Zoho Desk

Vivantio Agents map directly to Zoho Desk Agents. We resolve by email match against the destination Zoho Desk agent list. Any Vivantio Agent without a matching Zoho Desk Agent is held in a reconciliation queue for the customer's admin to provision before record import resumes. Concurrent license holders from Vivantio are flagged separately since Zoho Desk does not have a concurrent license model; each active agent maps to a named Zoho Desk seat.

Vivantio Organisations map to Zoho Desk Accounts with their name, phone, email, website, industry, and address fields preserved. The organisation-contact association graph is maintained so each Account in Zoho Desk links to its related Contacts at migration time. Account is loaded before Contacts so the AccountId lookup is satisfied on Contact insert.

Vivantio Customers (also called Callers or Clients depending on the instance) are canonicalised as Zoho Desk Contacts. Each Contact record is linked to its parent Account via AccountId. Phone, email, mobile, address, and social profile fields migrate directly. The Vivantio distinction between Customer and Caller types is preserved in a custom field original_type__c on the Zoho Desk Contact for audit purposes.

All Vivantio ticket types (Incident, Problem, Change, Service Request, and unlimited custom types) map to Zoho Desk Tickets. Each Vivantio ticket type maps to a Zoho Desk Department, and the type name is preserved in a custom field original_type__c on the ticket. Priority, status, and category values are mapped to Zoho Desk's status and priority picklists. Teams from Vivantio are mapped to Zoho Desk Teams via a team lookup field. SLA timers are recalculated based on the destination SLA calendars at migration time, not copied as static timestamps.

Vivantio custom field types (Single Line Text, Multi Line Text, Drop Down List, Radio Button, Check Box, Check Box List, Date Picker, Date and Time Picker) map to Zoho Desk equivalent data types (string, textarea, picklist, radio, checkbox, multi-checkbox, date, datetime). We detect legacy Vivantio Service Desk custom fields during discovery and remap them to modern Zoho Desk custom fields; legacy fields that cannot function in Business Rules or Self Service Portal are flagged as requiring archive or rebuild in the mapping document.

Vivantio Knowledge Articles (internal/private and customer-facing/public) map to Zoho Desk Knowledge Base articles. Public/private visibility is mapped to Zoho Desk's Article Status (Draft, Published, Archived). Article body, categories, publication date, and author information are preserved. Note: Zoho Desk's native import tools do not migrate knowledge base attachments. We handle KB attachments as a separate migration item, downloading each file and re-attaching it to the correct article in Zoho Desk using the Zoho Desk REST API. Article publication dates are preserved as custom fields if the native import resets them to migration date.

Vivantio Teams (resolver groups with workload balancing rules) map to Zoho Desk Teams. Team membership and routing rules are documented in the mapping inventory. Vivantio's workload balancing configuration does not have a direct Zoho Desk equivalent, so it is noted as a configuration item for the customer's admin to rebuild in Zoho Desk's team settings. Teams must be created before Agents in Zoho Desk so that the Team assignment on Agent records is satisfied.

Vivantio SLA configurations including priority-based response and resolution windows and business-hour calendars map to Zoho Desk SLA Policies scoped per department. The priority matrix (P1/P2/P3/P4 to First Response Time and Resolution Time) migrates directly. Holiday lists from Vivantio are recreated in Zoho Desk's business-hour configuration. Note: Zoho Desk's SLA limits vary by pricing plan (e.g., number of SLA policies per department) and the destination plan tier is verified during scoping.

Vivantio Business Rules (routing, escalations, and automated actions) do not migrate as code to Zoho Desk because the rule engine architecture is structurally different. Vivantio rules are field-triggered with global scope; Zoho Desk splits automation across Business Rules (filter-based triggers), Workflow Rules (ticket actions and email notifications), and Time-Based Rules (resolution reminders). We deliver a written inventory of every active Vivantio Workflow with its trigger conditions, actions, and a recommended Zoho Desk equivalent (Business Rule, Workflow Rule, or Time-Based Rule per module and department). The customer's admin rebuilds the rules in Zoho Desk's rule builder. Legacy custom fields from Vivantio Service Desk are explicitly flagged as incompatible with any Zoho Desk rule rebuild.

Vivantio's multiple Self Service Portals (each with its own Service Catalog and request forms) map to Zoho Desk's Customer Portal structure. Portal form definitions, ticket submission forms, and category trees are documented in the mapping inventory. Visual branding elements (logos, colour schemes, CSS) do not migrate and are noted as requiring manual recreation. Zoho Desk's single-portal-per-instance model differs from Vivantio's multi-portal approach, so the portal strategy (combining all Vivantio portals into one or separating by department) is a scoping decision made with the customer.

File attachments linked to tickets, contacts, accounts, and knowledge base articles are extracted from Vivantio, chunked in batches to avoid API timeout, and re-uploaded to Zoho Desk via the REST API with the correct parent record reference. Large file batches are processed in 50-file chunks with exponential backoff on rate limit responses. Note: Knowledge base article attachments require special handling because Zoho Desk's native migration tools (Zwitch and CSV import) do not support KB attachment migration; we treat KB attachments as a separate migration phase with explicit record-level tracking.

Vivantio Assets (linked to tickets and organisations) map to Zoho Desk Assets where the destination plan supports the Asset module. Asset name, type, serial number, purchase date, and linked organisation migrate as typed fields. Assets without a matching Zoho Desk Asset (plan tier limitation) are mapped to a custom field original_asset_id__c on the parent ticket for reference.

Vivantio Organisation hierarchies (parent-child relationships between Organisations) map to Zoho Desk Account hierarchies via the Parent Account lookup field. The top-level organisation becomes the root Account, and child organisations are linked via Parent_Account_ID. We preserve the full hierarchy depth during migration so the Account tree in Zoho Desk reflects the Vivantio structure.

Vivantio caller surveys (CSAT ratings and free-text responses linked to tickets) map to Zoho Desk's Customer Satisfaction module where available on the destination plan. Survey question text is preserved in a custom field for rebuild in Zoho Desk's CSAT configuration. Vivantio's custom survey form definitions are documented in the mapping inventory for manual recreation in Zoho Desk.