Data Migration Guide

Migrating your support data into Zoho Desk covers moving your existing accounts, contacts, tickets and other records from a spreadsheet or another help desk platform. This guide outlines the general approach.

Planning your migration

• Decide which modules you need: typically Accounts, Contacts and Tickets, plus Products or Knowledge Base articles if relevant.
• Clean up your data beforehand: remove duplicates and check for missing required fields.
• Decide on your cutover date: the point at which you’ll stop using your old system and start recording new activity in Zoho Desk.

Ways to migrate

You have two main options:

• CSV import: export your data as CSV files and import them through Setup > Data Administration > Import. This gives you full control over field mapping.
• Zwitch: Zoho Desk’s assisted migration tool, which can pull data directly from supported platforms such as Zendesk, Freshdesk, Salesforce, Kayako, Intercom and Help Scout.

Migration order

Import modules in this order to preserve relationships between records: Accounts, then Contacts, then Tickets, then any other modules such as threads, comments or attachments.

After migrating

Check a sample of migrated records for accuracy, confirm ticket statuses and owners carry over correctly, and keep your old system accessible for a period in case you need to check historical data.

Frequently asked questions

Do I need to migrate all my data at once?

No. Many businesses migrate core records first, such as accounts, contacts and open tickets, then bring across historical data afterwards.

Which module should I migrate first?

Start with Accounts, then Contacts, then Tickets, followed by any other modules, so relationships between records are preserved.

What migration options does Zoho Desk offer?

You can import CSV files yourself through Setup, or use Zwitch to migrate directly from a supported help desk platform such as Zendesk or Freshdesk.

Need help?

Planning a migration into Zoho Desk? Contact support@thoughtlogik.com or see our Zoho migration services.