Migrate Data From Other Help Desk Servers to Zoho Desk (Zwitch) - Online Help | Zoho Desk

Migrate Data From Other Help Desk Servers to Zoho Desk (Zwitch)

Customer support is the cornerstone of every organization. Businesses mostly rely on help desk software that simplifies ticket management, streamlines support processes, and improves overall customer satisfaction.
As businesses expand, the requirements evolve, and you tend to look for a more robust system that grows alongside your expectations. When you move to other software, it's important to migrate the existing data to avoid losing crucial data about customers, tickets, agents, and knowledge base resources.
Zoho Desk is cloud-based software that allows easy migration of data from other help desk software. It also boasts a wide range of features that help teams work more efficiently and effectively towards providing better support experience.   
 
Data can be migrated to Zoho Desk securely from the following services:
  1. Freshdesk
  2. Zendesk
  3. Salesforce
  4. Kayako
  5. Intercom
  6. HappyFox
  7. Helpscout
  8. Other services 
Availability
Info Permission Required
The Primary Contact of the Zoho Desk account and users who are Support Administrators can initiate data migration.
Check Feature Availability and Limits

Exporting data from existing accounts

Before migrating to Zoho Desk you must ensure that data from your existing account is exported in the supported format. The list below provides the format supported for different services:
  1. Freshdesk - XML
  2. Zendesk- JSON  
  3. Salesforce - CSV (cases and solutions will also be migrated)
  4. Kayako - SQL
  5. Intercom - CSV
  6. HappyFox - (data can be fetched via API calls, attachments as zip file)
  7. Helpscout - (data can be fetched via API calls)
Services other than the ones mentioned above can export their data in any of the following formats: SQL, CSV, JSON, XML. This data is analyzed by our team before scheduling the migration. 

Initiating Data Migration

Data migration can be initiated by providing the following information:

Entering basic information

This includes the name of the help desk software from which the data needs to be migrated. The email address and password used to access the service from which the data needs to be migrated. Additionally, the service URL that is the company's access URL must be included. For example, www.portalname.freshdesk.com.  

Uploading data file

The export file that contains the data which needs to be migrated must be uploaded. The exported files must be zipped as a single file and cannot exceed the size of 2GB. Upto 5 such files can be uploaded.

Selecting modules and sub modules that receive data

In this step you must select the Zoho Desk modules where the existing data should be migrated:
  1. Agents
  2. Accounts
  3. Contacts
  4. Tickets
  5. Threads
  6. Ticket Comments
  7. Attachments
  8. Knowledge Base Root Categories
  9. Knowledge Base Sections
  10. Articles
You can select the modules to which the data must be migrated to.

Providing additional info

Any instruction that the Zoho Desk team must follow while migrating the data can be included in this section.  

Authenticating data

The Zoho Desk portal to which the data should be migrated should be selected. This is applicable only if the primary contact is part of multiple portals. 

Acknowledging migration request

Once the above steps are completed, the primary contact is sent an email with the migration details as provided during the initiation of migration. The migration is carried out by Zoho Desk team after analyzing the submitted data.
The estimated time for completing the migration is provided based on the existing migration queue and amount of data to be imported. The primary contact is intimated regarding the same by the support team.    


To initiate data migration

  1. Go to Setup > Data Administration > Zwitch > New Migration.
  2. On the New Migration page, do the following:
    1. Select a service from which the data is to be migrated from the drop-down list.
    2. Enter the Service URL. For example, www.portalname.freshdesk.com.
    3. Enter the Email address and Password.
  3. In the Import Data From field, upload the data file that needs to be migrated. 
  4. Under Modules that will receive the data field, select the modules.
  5. Click Submit and Authenticate.

    You will be redirected to the Zwitch Migration Authentication page.
  6. Select one of the Desk's portals to which the data will be imported.

  7. Click Submit.
  8. In the Zwitch Migration page, click Accept.
  9. The Primary Contact may reject the migration and re-initiate later, by clicking Reject.
NotesNote: Data migration request can be cancelled any time during the Submitted status. Once it is in progress, you cannot cancel the request. 
 To re-initiate data migration
  1. Under Data Administration, click Zwitch.
  2. In the Zwitch request history page, go to the record that says "Waiting for Authentication".
  3. Click Submit & Authenticate.

Viewing Migration History

Migration history is an audit log that stores and displays the migration details in chronological order. It displays the zipped file names along with their current status of migration. The following status will be displayed:
  1. Waiting for Authentication
    If the primary contact submits the data for migration without completing the authentication, the record will be displayed here.
  2. Submitted
    Data files that have been successfully submitted for migration will be displayed here.
    1. In progress - Data files that are currently undergoing migration will be displayed here.      
    2. Completed - Once the migration is successfully completed it will be displayed here.
 




    Access your files securely from anywhere

      Zoho CRM Training Programs

      Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

      Zoho CRM Training
        Redefine the way you work
        with Zoho Workplace

          Zoho DataPrep Personalized Demo

          If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

          Zoho CRM Training

            Create, share, and deliver

            beautiful slides from anywhere.

            Get Started Now


              Zoho Sign now offers specialized one-on-one training for both administrators and developers.

              BOOK A SESSION









                                            You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                                Manage your brands on social media

                                                  Zoho Desk Resources

                                                  • Desk Community Learning Series


                                                  • Digest


                                                  • Functions


                                                  • Meetups


                                                  • Kbase


                                                  • Resources


                                                  • Glossary


                                                  • Desk Marketplace


                                                  • MVP Corner


                                                  • Word of the Day


                                                    Zoho Marketing Automation

                                                      Zoho Sheet Resources

                                                       

                                                          Zoho Forms Resources


                                                            Secure your business
                                                            communication with Zoho Mail


                                                            Mail on the move with
                                                            Zoho Mail mobile application

                                                              Stay on top of your schedule
                                                              at all times


                                                              Carry your calendar with you
                                                              Anytime, anywhere




                                                                    Zoho Sign Resources

                                                                      Sign, Paperless!

                                                                      Sign and send business documents on the go!

                                                                      Get Started Now




                                                                              Zoho TeamInbox Resources



                                                                                      Zoho DataPrep Resources



                                                                                        Zoho DataPrep Demo

                                                                                        Get a personalized demo or POC

                                                                                        REGISTER NOW


                                                                                          Design. Discuss. Deliver.

                                                                                          Create visually engaging stories with Zoho Show.

                                                                                          Get Started Now









                                                                                                              • Related Articles

                                                                                                              • Migrating From Zendesk to Zoho Desk

                                                                                                                When transitioning from a Zendesk account to Zoho Desk, the challenge lies in efficiently migrating critical data like customer information, ticket histories, agent interactions, referenced articles, comments, and attachments. A structured approach ...
                                                                                                              • Zwitch: Frequently Asked Questions and Answers

                                                                                                                What are the modules that can be migrated to Zoho Desk? Zoho Desk shares the same database as other competing help desks. This means data from the following modules can be migrated to your Zoho Desk. Organizations or Companies End users or Contacts ...
                                                                                                              • Migrating From Freshdesk to Zoho Desk

                                                                                                                When migrating data from a FreshDesk account to Zoho Desk, it's essential to seamlessly transfer crucial information such as customer details, ticket history, agent interactions, referenced articles, comments, and attachments. Ensuring an organized ...
                                                                                                              • Assisted Data Migration Guide

                                                                                                                Whether you’re moving from a cloud-based or on-premise system, you’ll need to find an efficient method of migrating your data to Zoho Desk. Our dedicated migration team can help you migrate your data safely and ensure your help desk operation is up ...
                                                                                                              • Switching to the new help center domain URL

                                                                                                                If you have been using the Help Center without mapping your subdomain (for example, support.mycompany.com) to the default domain, this article is for you. When you sign up to use Zoho Desk, your help center's default address is a Zoho Desk subdomain, ...
                                                                                                                Wherever you are is as good as
                                                                                                                your workplace

                                                                                                                  Resources

                                                                                                                  Videos

                                                                                                                  Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                                  eBooks

                                                                                                                  Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                                  Webinars

                                                                                                                  Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                                  CRM Tips

                                                                                                                  Make the most of Zoho CRM with these useful tips.



                                                                                                                    Zoho Show Resources