Migrate from Vorex to Zoho Desk

Vorex Tickets map directly to Zoho Desk Tickets. We export via the V2 API /tickets endpoint with full field coverage including status, priority, assigned technician, requester contact, and timestamps. In Zoho Desk, department assignment is mandatory for Tickets and cannot be applied retroactively in bulk, so we pre-create departments and assign the department ID during the insert phase. Custom fields from Vorex migrate as department-scoped custom fields in Zoho Desk.

Vorex Client records (the primary contact entity with name, email, phone, address, and account manager) map to Zoho Desk Contact records. The account manager assignment becomes the Assigned To field on Contact. We use email as the dedupe key during import to avoid duplicate contact creation.

Vorex Company records (business name, industry, size, primary contact link) map to Zoho Desk Account records. Accounts are created before Contact records so that the Account-Contact lookup relationship is satisfied at insert time. If the customer has no Company records (only Clients), we create placeholder Accounts using the Client name to satisfy the Contact lookup.

Project dates are a known issue in Vorex with documented failures in user reviews. We re-profile every Project record before migration to detect inconsistencies between start_date, end_date, and milestone dates. Any record where start_date exceeds end_date or where date fields are null on active projects is flagged for manual review. Valid projects map to Zoho Tasks (for simple task lists) or Projects module (Professional and Enterprise tiers). Project financials linked to QuickBooks sync are stripped and flagged; those records require manual reconciliation in Zoho Desk.

Time Entries export cleanly via the V2 API with billable/non-billable flags, labor rates, owner assignment, and associated project or ticket references. We preserve the billing rate and multiplier as separate custom fields and resolve the owner reference to a Zoho Desk Agent by email match. If the customer is on a Zoho Desk plan without the Time Entry module, we use a custom object with equivalent fields.

Expense records export with expense type, amount, date, receipt attachment reference, and owner. We map expense category to a Zoho custom field and resolve owner references via email lookup to Zoho Desk Agents. Any expense entries linked to inactive employees are flagged for review before import. QB-linked expenses are stripped of QB-specific metadata and flagged for manual reconciliation.

Vorex Invoices carry line items, tax codes, and QuickBooks sync flags that require transformation. We strip all QB-specific metadata including GL account references, sync flags, and external QB invoice IDs. Invoice headers migrate to Zoho Desk Contracts or a custom Invoice object. Line items require a separate import phase because Zoho's contract line item structure differs from Vorex's flat invoice line item array. We flag any Invoice record with a QB sync error flag for manual post-migration review.

Vorex User and technician records map to Zoho Desk Agent records using email as the dedupe key. We export role, active/inactive status, and team assignment. Inactive Vorex users are provisioned as inactive Zoho Desk Agents so that historical owner assignments resolve correctly. Light Agent roles (agents who can view tickets but cannot reply publicly) are assigned based on the Vorex technician role flag.

Vorex ticket and project attachments are referenced by URL in the V2 API rather than streamed directly. We extract attachment URLs and re-fetch them during migration if the destination Zoho Desk department supports file migration, or log them as a manual handoff list for the customer. Attachment metadata (filename, content type, size) is preserved in a Zoho custom field for audit.

Vorex custom fields on tickets, projects, and clients expose inconsistently in the V2 API (flat key-value pairs in some tenants, nested under custom_properties in others). We normalize the structure before transformation and create department-scoped custom fields in Zoho Desk matching the source field names and data types. Zoho Desk enforces a limit on custom fields per module per department; we validate field counts during scoping and flag any overflow for the customer to consolidate before migration.

Vorex invoices and projects may carry QB-specific metadata including GL account references, sync status flags, and external QB invoice IDs. These have no equivalent in Zoho Desk and are stripped during transformation. Records with QB sync error flags are flagged for manual reconciliation. If the customer is also discontinuing QuickBooks, all QB-linked records require a financial audit before migration to prevent duplicate or missing financial data.

Vorex team assignments on tickets and projects do not map automatically to Zoho Desk Teams because the team structure differs between platforms. We extract team membership during discovery, pre-create Zoho Desk Teams during environment setup, and assign agents to teams during the agent import phase. Team assignment on tickets is resolved during the ticket import phase using a team-to-department mapping defined during scoping.