CRM file storage migration guide
Going forward, Zoho CRM's file storage will be powered by Zoho WorkDrive. This document contains information relevant to those who are about to initiate the migration. This option is being rolled out to a closed set of users, and may not be available in your account.
For many Zoho CRM users, the Documents tab was powered by Zoho Docs. This meant that files and attachments were stored in Zoho Docs. Such files and attachments will now be migrated to Zoho WorkDrive. This change lets users take advantage of WorkDrive's superior user interface, advanced file management capabilities, more economical storage, and modern collaboration features.
This migration is a one-off process where the only actions needed are:
- Scheduling the migration
- Connecting the CRM to a WorkDrive account (either new or existing one)
The rest of the process will happen automatically in the background while you continue using the CRM. If you don't schedule the migration, the migration will be initiated automatically by:
- March 31, 2026 – for CRM accounts without file storage add-ons.
- Will be announced at time of release – for others.
Please read the following section before you proceed with the migration.
Important pre-migration information
General Information
1. Important note for admin users
The migration process is visible to all admin users. Please ensure caution when selecting the WorkDrive team, as once a team is chosen, the selection cannot be undone.
2. Folder structure after migration
After the migration, any attachments added to a CRM record will automatically be placed in pre-defined folders within the record owner's My Folders section in Zoho WorkDrive.
3. File path in WorkDrive
Attachments will be stored in the following file path within WorkDrive:
My Folders > Apps > Zoho CRM > [Module Name] > [Record Name] > Attachments > [Files]
4. Access to Attachments
Attachments will not be visible in the Documents tab or directly in WorkDrive for users other than record owners. Users who have access to a record can view the attachments in the record's detail view within CRM.
5. Migration Phases
In the current phase, only files added as attachments in a record's related list and to the Documents tab are being migrated to WorkDrive. Files from Image Uploads, File Upload fields, Notes Attachments, and Templates will be migrated in the next phase.
6. Storage
When a new WorkDrive account is created, it is automatically mapped to the Free Essentials Plan, which includes 5 GB of storage for the organization and 1 GB per user license. This plan is available at no cost for all Zoho CRM editions. If the CRM account is linked to a paid WorkDrive plan, then the corresponding storage limits will apply to file storage within CRM.
Files from Image Uploads, File Upload fields, Notes Attachments, and Templates are not yet migrated to WorkDrive and will continue to consume CRM's internal file storage until the next phase. If additional space is required for these files, storage add-ons can be purchased directly from the File Storage section within CRM.
7. Files from unconfirmed or inactive users
When a record owner becomes inactive or is unconfirmed, the associated attachments under that record will be moved to the 'Permission Denied' folder in WorkDrive. This folder is accessible to the admin who performed the CRM-WorkDrive integration.
8. Renaming of Document Library folder
In the Documents tab, the default Workspace previously named 'Document Library' will now be renamed to 'Zoho CRM' team folder in the left panel.
9. Managing deleted files
When files or Workspace in the Documents tab are deleted in CRM, they will be in the following path: Zoho WorkDrive > Admin Console > Team Folders > Deleted.
Deleted items will remain in WorkDrive for 90 days before being permanently removed.
Permissions
Profile Permissions
Existing Documents module permissions in Zoho CRM before migration:
- For Document Folders: Manage Folder permission.
- For Documents: View, Create, Modify, and Delete permissions.
New Document module Permissions after migration:
- View: Allows the user to view the Documents tab (enabled by default).
- Create Team Folder: Permits the user to create team folders.
- Associate Team Folder: Enables the user to associate WorkDrive team folders with the Documents tab in CRM.
- Edit Team Folder: Grants the ability to edit a team folder and set permissions for existing team folders.
Permissions
for the Documents tab in CRM are separate from WorkDrive permissions.
For instance, a user with the ability to create a team folder in CRM may
not have the same permission in WorkDrive unless explicitly granted.
Team Folder Permissions
Users'
actions within a team folder depend on their assigned roles, which may
differ across various team folders. The roles include: Admin, Organizer,
Editor, Commenter, and Viewer.
We have assigned roles to users based on their existing Zoho CRM Documents tab Profile Permissions:
We have assigned roles to users based on their existing Zoho CRM Documents tab Profile Permissions:
- View & Create as Editor
- View & Edit as Editor
- View & Create & Edit as Editor
- View & Delete as Organizer
- View & Create & Delete as Organizer
- View & Edit & Delete as Organizer
- View & Create & Edit & Delete as Admin
- View as Viewer
These roles can be modified from the Documents tab in CRM, but not directly from WorkDrive.
For more details on roles and permissions, please refer to our help documentation.
For more details on roles and permissions, please refer to our help documentation.
Role and Group Sharing
As
CRM and WorkDrive have different permission structures, we cannot
directly transfer role-based permissions to WorkDrive. So roles and
groups have been broken down into their individual users, and
permissions have been assigned to each user individually rather than to
the role or group as a whole.
Minimal permissions for roles and groups
For
any existing roles or groups that have been added to a team folder,
they will be assigned Commenter permission in addition to the individual
permissions granted to users. This ensures that any new users added to
those roles or groups in the future will at least have view access,
preventing the risk of leaving them without any permissions.
WorkDrive integration for Zoho editions
- Customers
using Zoho One or Zoho CRM Plus will be automatically set to utilize
the existing WorkDrive included in their bundle for migration.
- For
Zoho CRM Plus users, any WorkDrive already available in the bundle or
integrated with any Zoho products within the bundle will be included by
default during the migration.
If the CRM admin is
also a super admin of CRM Plus, they can proceed with the migration by
selecting an already linked WorkDrive team. However, if the CRM admin is
not a super admin of CRM Plus, a pop-up will display the list of CRM
Plus admins to contact for proceeding with the WorkDrive migration.
If no WorkDrive is present in the CRM Plus bundle or integrated with any Zoho product within the bundle, the CRM Plus super admin will be given the option to create a new WorkDrive account via the onboarding pop-up during migration.
Schedule the migration
Here's a general idea of how the migration will happen:
Admin users will get a popup asking them to schedule the migration when they log into the CRM.
If they've an existing WorkDrive team, they can connect that to the CRM or create a new WorkDrive team (with the Essentials plan).
At any time, users can schedule, reschedule, or cancel their scheduled migration by navigating to Setup ⚙️> Data Administration > Storage > File Storage.
To schedule the migration
Prerequisite:
You have to be an admin of the CRM account.
Instructions:
- Navigate to Setup ⚙️> Data Administration > Storage > File Storage.
- Select the date and time for your migration. Some dates may be unavailable because all slots are already booked.
- Click migration guide and read it. Then, check the box saying that you've understood the contents of the migration guide.
- Click Schedule Migration.
- Choose the WorkDrive account that will be connected to the CRM account.
You'll receive a notification saying that the migration is successfully scheduled. All admin users will also receive an email notification about the same.
You can check whether the migration has been scheduled by navigating to Setup ⚙️> Data Administration > Storage > File Storage.
Reschedule the migration
Prerequisite:
- You have to be an admin of the CRM account.
- This operation must be performed at least 5 minutes before the scheduled migration.
Instructions:
- Navigate to Setup ⚙️> Data Administration > Storage > File Storage.
- Click Reschedule Migration.
- Select the date and time for your migration.
- Click the migration guide and read it. Then, check the box saying that you've understood the contents of the migration guide.
- Click Schedule Migration.
You'll receive a notification saying that the migration is successfully rescheduled. All admin users will also receive an email notification about the same.
Cancel the migration
Prerequisite:
- You have to be an admin of the CRM account.
- This operation must be performed at least 5 minutes before the scheduled migration.
Instructions:
- Navigate to Setup ⚙️> Data Administration > Storage > File Storage.
- Click Cancel Migration.
- In the popup that appears, click Cancel Migration.
If you do not schedule the migration before March 31, 2026, the migration will be initiated automatically. A WorkDrive account of the Essentials edition will be created and linked to the CRM.
Check migration status
Once the migration starts, admins will receive a notification within the product and via email.
The Documents tab will be inaccessible temporarily. Once this part of the migration is complete, admins will receive a notification.
Now, the files in the attachments related list of records will be migrated. Admins can check the status of the migration by navigating to Setup ⚙️> Data Administration > Storage > File Storage and clicking View Status.
Once this is complete, the migration is over and admins will receive a notification saying the same.
Navigate to the Documents tab to see the changes!
Learn more about the Documents tab here.
FAQ
Why is Zoho CRM making the switch from Zoho Docs to Zoho WorkDrive?
Zoho Docs was discontinued on March 15, 2023 and replaced by Zoho WorkDrive. Hence, to ensure that users had access to the latest file management experience with collaborative workspaces and customizable sharing controls, we've made this switch.
What will happen to my existing files stored in the CRM?
- Files stored in the CRM's Documents tab and added via the Attachments related list will be moved safely and securely to the connected WorkDrive account.
- Files from Image Uploads, File Upload fields, Notes Attachments, and Templates are not yet migrated to WorkDrive and will continue to consume CRM's internal file storage until Phase 3. If additional space is required for these files, storage add-ons can be purchased directly from the File Storage section within CRM.
Do I need a WorkDrive account to initiate the migration?
- You can connect your existing WorkDrive account.
- If you don’t have one, a free WorkDrive account with the Essential plan (with storage of 5 GB for the organization, and additional storage of 1 GB per user license) will be created and connected with your CRM.
How do I choose the WorkDrive account that is to be connected to the CRM?
When you schedule the migration, you'll get a popup using which you can choose the WorkDrive account that needs to be connected to the CRM.
What is the Essentials plan of WorkDrive? Who should use it?
WorkDrive's Free Essentials Plan offers limited storage and features. It is ideal for teams that don't have or want a paid WorkDrive plan. It comes with storage of 5 GB for the organization and additional storage of 1 GB per user license.
How much storage will I get after the migration?
This will depend entirely on the WorkDrive account to which your CRM is connected:
- If a new WorkDrive account is created, it will be mapped to the Free Essentials Plan automatically, which includes 5 GB of storage for the organization and 1 GB per user license. This plan is available at no cost for all Zoho CRM editions.
- If the CRM account is linked to a paid WorkDrive plan, then the corresponding storage limits will apply to file storage within CRM.
Will my purchased storage add-ons carry over?
Right now, this migration is being enabled only for organizations that haven't purchased storage add-ons. When we open it up for such organizations, we'll provide more details for this question.
How will access be carried over as part of the migration?
- CRM admin profile users will be mapped to the 'team admin' role in WorkDrive. Standard and custom profile users will be mapped to the 'team member' role.
- For every team folder, an individual user will be mapped to a team folder role based on their existing Documents tab profile permissions in the CRM. For example, users with View, Edit, and Delete permissions will be mapped to the Organizer team folder profile.
Can I schedule the migration at a convenient time?
Yes, you can schedule the migration at a time convenient to you. You can navigate to Setup ⚙️> Data Administration > Storage > File Storage and pick one of the available slots.
What happens if I don't schedule the migration?
If you don't schedule the migration or cancel it, it will happen automatically on March 31, 2026.
How long will the migration take?
The duration will depend on the amount of data being migrated.
Will there be a downtime during the migration?
The CRM will remain accessible throughout the migration. When the Documents tab is being migrated, that particular tab alone will be inaccessible.
Once that is complete, the files uploaded using the Attachments related list will be migrated. The Attachments related list will remain accessible throughout the migration. All admin profile users will be notified when the Documents tab is migrated and when the migration is complete.
Once that is complete, the files uploaded using the Attachments related list will be migrated. The Attachments related list will remain accessible throughout the migration. All admin profile users will be notified when the Documents tab is migrated and when the migration is complete.
Can I upload files or add attachments to records during the migration?
Yes. As mentioned before, the Documents tab will be temporarily inaccessible during the migration. The attachments related list will be accessible throughout the migration, as will the rest of the CRM.
How can I check the progress of the migration?
Navigate to Setup ⚙️> Data Administration > Storage > File Storage and click View Status.
Will the migration fail if I don't have enough storage in the WorkDrive account?
No, the files will be migrated regardless of the space available in your WorkDrive account. Please note that you will not be able to add additional files/ attachments until you've purchased the necessary storage add-ons for your WorkDrive account. Learn more: Purchase storage add-ons in WorkDrive.
Will the way I access files change?
Your workflow will remain the same. The Documents tab's interface will be different. Otherwise, the changes happen in the backend storage alone.
Can I opt out of migration?
The migration is mandatory, as Zoho Docs is discontinued.
I'm an existing user and I'm using the old WorkDrive extension. What should I do?
We have removed the old extension from the Marketplace because future updates will be made to this new CRM-WorkDrive integration alone. But we understand that you may have complex workflows built on the old extension. If this is the case, please contact us at support@zohocrm.com for further information.
How will I know when the migration is complete?
You will receive a notification both within the product and via email.
Whom can I contact if I have questions or face issues?
Please send an email to support@zohocrm.com if you have any questions or face any issues.
Troubleshooting
Why can't I see the popup asking me to perform the migration?
- Since the popup will be visible to all admins, please check if the migration has been scheduled already by another admin. Navigate to Setup ⚙️> Data Administration > Storage > File Storage to check this.
- This process is being enabled in a phased manner. So, it may not be immediately available in your account because of this. Please wait for a few weeks, and you'll see the popup.
I'm experiencing technical difficulties during my migration.
I'm unable to see my WorkDrive account in the list.
You will only see WorkDrive accounts where you are a super admin or team admin. So, if you're unable to see a WorkDrive account, it means that you are not in one of these roles in that account.
I want to reschedule or cancel the migration, but I'm unable to click the buttons.
The buttons become inaccessible 5 minutes from the start of the scheduled migration. Otherwise, admins can use these buttons to cancel/reschedule the migration.
I have security or privacy concerns about the migration process.
Please contact us via support@zohocrm.com if you have any concerns about security or privacy.
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