HIPAA-Compliant Zoho Desk to Jira Migration: How 24 Hour Home Care Moved 48K Records Across 4 Departments

TL;DR

Customer: 24 Hour Home Care (In-home care services, El Segundo, California. 16,000+ caregivers, 16,000+ clients, FORTUNE Best Workplace since 2018.)

The Move: Zoho Desk to Jira Service Management

The Scope: 48,553 total records: 14,534 tickets, 27,929 comments/notes, 4,775 contacts, 1,167 attachments, and 148 agents. Spanning ~2 years of IT support history (2024 to 2026). Four Zoho departments mapped to two Jira spaces.

The Roadblock: HIPAA compliance required a multi-step legal process (NDA, SOC 2/ISO review, BAA, SOW) before any data could be accessed. Zoho Desk's timestamp-based CSV export missed older conversation threads on recently-updated tickets. Jira's bulk import required a specific JSON schema with presigned attachment URLs that expired after 7 days.

The Outcome: All tickets migrated and validated across two Jira spaces (IT Ops Legacy Tickets, IT SysDev Legacy Tickets) with department-based labels. Full HIPAA compliance maintained throughout.

By the Numbers

• Total records migrated: 48,553
• Comments/notes: 27,929
• Tickets: 14,534
• Contacts: 4,775
• Attachments: 1,167
• Agents: 148
• Zoho departments: 4 (IT Ops, IT SysDev, Antrazal & 24, CareForce24 Support)
• Jira spaces: 2 (IOLT, ISLT)
• Validation rounds before the production run: 11

The Challenge: PHI, Four Departments, and Two Platforms That Speak Different Languages

24 Hour Home Care is one of California's largest in-home care providers. Founded in 2008 and headquartered in El Segundo, the company employs over 16,000 caregivers serving more than 16,000 clients across the state. The company provides home care, disability services, and CalAIM Medi-Cal care, and has been named a FORTUNE Best Workplace every year since 2018.

The IT operations team, led by IT Operations Manager Jadd Alsaidi, was migrating their internal support system from Zoho Desk to Jira Service Management. Because the company handles protected health information (PHI), every step of the migration had to meet HIPAA requirements. That meant no vendor could access any data until a full compliance process was completed.

Beyond compliance, the migration had structural complexity. Zoho Desk held tickets across four departments: IT Ops, IT SysDev, Antrazal & 24, and CareForce24 Support. These needed to be routed into two Jira Service Management spaces with department-based labels so the IT team could filter and report by origin.

And the two platforms handle data imports in fundamentally different ways. Zoho Desk exports data as CSV archives. Jira's Cloud bulk import accepts a specific JSON schema with presigned attachment URLs. Bridging that gap required a conversion layer that could parse CSVs, pull attachments from Zoho, generate Jira-compliant JSON packages, and deliver them in a format the customer could import directly.

"Our standards are satisfied, and we're ready to proceed with next steps."

Jadd Alsaidi, IT Operations Manager, 24 Hour Home Care, after reviewing ClonePartner's SOC 2 and ISO compliance reports

The ClonePartner Solution: Compliance First, Then Iterative JSON Generation

The project split into two distinct phases: a legal/compliance track and a technical migration track. No data was accessed until the compliance track was fully closed.

Compliance track:

• NDA execution. Signed on the initial call and countersigned by 24 Hour Home Care's CIO.
• SOC 2 and ISO review. ClonePartner shared its SOC 2 Type II and ISO 27001 compliance reports alongside a security whitepaper. The 24HHC team reviewed and confirmed their standards were met.
• BAA negotiation. 24 Hour Home Care provided their standard Business Associate Agreement. ClonePartner drafted a Permitted Use of PHI clause specifying every operation the data would undergo: export, secure transfer, temporary staging, transformation, mapping, validation, testing, re-runs, migration into Jira, issue resolution, post-migration support, and retention/deletion. At the customer's preference, this clause was moved from the BAA into the Statement of Work.
• SOW execution. The final SOW was reviewed, approved, and signed via DocuSign before any data was accessed.

Technical migration track:

• Customer-driven import model. Unlike typical migrations where ClonePartner pushes data directly into the destination via API, this project used a handoff approach. ClonePartner parsed Zoho's CSV exports, pulled external and inline attachments from Zoho Desk, and generated Jira-native JSON import packages as zip files uploaded to a shared Google Drive. Jadd's team then ran the Jira Cloud import themselves, maintaining full control over what entered their environment.

• Eleven validation rounds before the production run. Each batch went through the full import path into a real Jira space and was reviewed there, which is what settled the three things Jira and Zoho do not document together: Jira rejects a ticket whose participants are not named in its Request Participants field, Zoho's export window is keyed to a ticket's last-updated date rather than its conversation dates, and Jira's importer is strict about attachment formatting.

• Zoho's export window is not a conversation window. Zoho exports on a ticket's last-updated timestamp, not the date range of its conversations. A ticket updated in December 2025 carrying threads from 2024 appears in the export with those older threads absent, and nothing in the file says so. Every ticket's full conversation history is therefore loaded regardless of the export's date window — the only way the threads are all there.

• Multi-department routing with labels. IT Ops tickets went into the IOLT Jira space. IT SysDev tickets went into ISLT. Tickets from Antrazal & 24 and CareForce24 Support were also routed into ISLT with labels ("Antrazal-24" and "CareForce24Support") so the team could filter by department of origin.

• Attachment links expire; the package does not. The JSON files carry presigned attachment URLs with a seven-day lifetime, so a package regenerates with fresh links whenever an import window moves. Jira upserts on reimport, so a refreshed package never creates a duplicate ticket.

• Encrypted data transfer. For the full migration, Jadd shared the complete Zoho backup as an encrypted archive via OneDrive. ClonePartner downloaded the file, pulled in all attachments (a process that took 1-2 days due to volume), and generated the final JSON packages.

• Delta import. After the initial full migration, Jadd shared a fresh Zoho backup. ClonePartner generated a delta JSON containing only new and changed tickets since the first export, applying the same user whitelist and label rules.

The Results: Validated, Compliant, and Organized by Department

On April 17, Jadd confirmed that all tickets had been successfully migrated and validated in Jira.

"Thank you again for all the help with getting this import completed. All tickets have been successfully migrated and validated in Jira."

Jadd Alsaidi, IT Operations Manager, 24 Hour Home Care

The two Jira spaces (IOLT and ISLT) now hold the full history of 24 Hour Home Care's IT support operations. Tickets from all four Zoho departments are filterable by label. Comments, attachments, and agent assignments carried over intact. The compliance trail (NDA, SOC 2/ISO review, executed BAA, SOW with PHI permitted-use clause) provides a documented chain of custody for every step of the data's journey.

What Made This Migration Different

For healthcare organizations planning a migration involving PHI, three details from this project are worth noting:

• Compliance is a phase, not a checkbox. The legal track (NDA, SOC 2/ISO review, BAA negotiation, SOW execution) took approximately four weeks. Building this into the project timeline from the start prevented compliance from becoming a bottleneck. ClonePartner's existing SOC 2 Type II and ISO 27001 certifications shortened the review cycle.

• Customer-controlled import preserves chain of custody. By generating Jira-native JSON packages and letting the customer run the import, ClonePartner ensured that 24 Hour Home Care maintained direct control over what data entered their Jira environment. This model works well for organizations where data governance policies require the customer to execute the final import step.

• Zoho's CSV export has a date-range blind spot. Zoho Desk exports tickets based on their last-updated timestamp, but does not guarantee that all conversation threads within those tickets fall within the same date range. Without a full-history load, recently-updated tickets can arrive in the destination with missing threads. Testing for this during the sample phase prevents data gaps in production.