Migrate from Wolken Service Desk to Zoho Desk

Wolken Requests map directly to Zoho Desk Tickets. The Request number becomes the Ticket number; Request status (open, in-progress, resolved, closed) maps to Zoho Desk Status values. Wolken sub-status values require configuration as custom picklist values in Zoho Desk since the standard Status field has a different structure. Priority and category migrate as custom fields or mapped picklist values. The assigned agent email resolves to a Zoho Desk Agent record by email match during import.

Wolken Customers map to Zoho Desk Contacts with Account parent resolution. If a Wolken Customer has an associated organization name, we create a Zoho Desk Account and link the Contact via AccountExtId. Standalone Customers without organization become Contacts without an Account parent. The Customer email, phone, and address fields map to Zoho Desk Contact equivalents. Wolken customer type (internal vs external) maps to a custom Contact field.

Wolken Agent profiles (name, email, role, team assignment) map to Zoho Desk Agents. We match by email as the dedupe key. Agent availability settings do not have a direct Zoho Desk equivalent; we document the original settings for manual reconfiguration. Role hierarchies may require adjustment since Wolken and Zoho use different permission models.

Wolken SLA Policy definitions (response time windows, resolution time windows, priority-based targets) export as configuration metadata. We map these to Zoho Desk SLA Policies under Setup > SLA, noting that Zoho Desk SLAs are scoped per Department and require calendar and business hours association. SLA Policy rebuild is configuration, not data migration; we deliver a written SLA inventory for the customer to configure in Zoho Desk after migration.

Wolken published KB articles migrate to Zoho Desk Knowledge Base articles under the ASAP add-on. Article title, body content, category, publication status, and permissions migrate. Wolken article attachment references resolve individually like Request attachments. Zoho Desk ASAP article routing rules and portal placement do not migrate; these require manual configuration in the Zoho Desk ASAP module.

Wolken exposes attachment references per Request but provides no bulk blob-export endpoint. Each attachment URL must be resolved individually by ID via the Wolken API during migration. For large attachment volumes, we pre-scan all attachment references during scoping, estimate per-file resolution time, and advise on timeline impact. Zoho Desk stores migrated attachments inline on the Ticket record. Migration of attachment metadata (filename, size, type) is preserved; original file integrity is validated against the Wolken URL response.

Wolken Request Metadata API exposes dynamic custom fields defined per Request type. We export the full custom field schema including field name, type, and any picklist values. Zoho Desk custom fields are configured per module (Ticket, Contact, Account) via Setup > Customization. Field types are mapped (text to single-line, textarea to multi-line, picklist to picklist, number to numeric). Custom field values migrate per Request record during data migration. Destination schema must be deployed before data import begins.

Wolken Forms act as structured intake channels routing submissions to specific Request types. We export Form definitions and field structures. Form routing logic tied to Wolken Forms must be rebuilt in Zoho Desk as Web Forms with Zoho Desk Rules for ticket creation routing. Form submission history migrates as Tickets with a source field indicating the original Form.

Wolken Teams map to Zoho Desk Departments. The team name becomes the Department name, and Wolken team assignment on Requests migrates as Department assignment on Tickets. Zoho Desk Departments have additional configuration options (approval chains, SLAs, business hours) that require post-migration setup.

Wolken Request comments and thread history migrate to Zoho Desk Ticket comments. Comment authorship (agent vs customer) preserves using the agent email lookup to Zoho Desk Agent records. Comment timestamps migrate as the original time for timeline accuracy. Thread direction (incoming vs outgoing) maps to the Zoho Desk Comment direction field if configured, or is preserved as a custom field.

Wolken Request status transition history (open to in-progress, in-progress to resolved, resolved to closed) migrates as Zoho Desk Ticket status change records. Each transition captures the from-status, to-status, timestamp, and the agent who triggered the change. This preserves the full lifecycle audit trail in Zoho Desk.

Wolken Request categories (IT, HR, Facilities, Finance, etc.) map to Zoho Desk Ticket custom fields or Category picklist values. We export the category list and map to Zoho Desk field options. Category-based routing rules in Wolken require rebuild as Zoho Desk Workflow rules or Blueprint stages.