PSA Data Import guide
Import Zoho Desk data: module CSVs, Zwitch and assisted migration
Choose Zoho Desk module import, source-specific Zwitch migration or assisted CSV migration. Preserve external IDs, timestamps and note visibility.
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Choose the Zoho Desk import route by task
Use ordinary module import for supported CSV/XLS data. Use Zoho’s Zwitch workflow when moving historical records from a named source such as Freshdesk or Zendesk. Assisted migration has its own file and relationship specification; choose that route before reshaping source exports.
Prepare ordinary module imports
The Data Administration FAQ describes paid-edition module imports and the permissions required. Check the selected module and layout, then map the file columns to destination fields. Keep a pre-import export when updating existing records. These module imports and a historical-ticket migration have different scope.
Use the source-specific Zwitch workflow
For Freshdesk, use the Freshdesk to Zoho Desk guide, which covers source files, API access and a single destination department.
For Zendesk, Zoho’s named migration guide requires the Organizations, Users and Tickets ZIP exports in the Zwitch request. Keep the source active for API access and file retrieval. Preserve Zendesk-ID for lookup; verify fallback agents and how incoming threads appear. Plan separately for excluded groups, tags, collaborators, nested fields and inline images. Prepare the source with Zendesk exports.
Prepare assisted CSV files and relationships
Zoho’s Assisted Data Migration Guide defines module filenames and external-ID links. Use the exact file specification for accounts, contacts, tickets, threads and comments. Dates are interpreted as GMT; supply historical timestamps instead of accepting current-time defaults. Set comment isPublic explicitly; the documented default is false.
Approve field mapping before upload. Unmapped data is skipped. A failed parent can cause all dependent children to be skipped, so fix account/contact problems before investigating missing tickets and conversations. Agree which residual-phase records can be created or updated rather than assuming a general resynchronization.
Validate from both agent and requester views
Test a private note, inactive agent, historical date, attachment and custom field. Compare parent and child counts separately. Retain source IDs, destination IDs, error reports and accepted exceptions together. Resolve differences between general Zwitch limits and the source-specific guide before scheduling a full run.
Continue with PSA Data Import, PSA Migration and the Zoho Desk hub.
Keep source history within reach
Keep your original source history within reach while preparing destination data. Join the waitlist for invitation-only BackupPSA access.