Migrate from Field Services Workflow and Logistics to Freshsales

Work Orders become Opportunities with a Work_Order__c custom field flag and a custom pick-list (Work_Status__c) for service status, since Freshsales Opportunity Stage is reserved for the sales pipeline. Original Work Order number is stored as Source_Work_Order_ID__c for traceability and delta-run de-duplication. Work Order attributes such as priority, scheduled start/end times, and service category map to custom fields on the Opportunity record, and original create dates are preserved as Original_Create_Date__c.

Service Appointments map to Freshsales Tasks. Start and end times become Task due dates and custom duration fields. Appointment status maps to a custom pick-list (Appointment_Status__c) on the Task. Owner resolved by email match to Freshsales users. Travel time, appointment type, and associated Work Order reference are also stored as custom fields on the Task to maintain full context for future reporting.

Longer Service Appointments with specific start and end times migrate as Freshsales Events so calendar views in Freshsales show the actual appointment window. Duration, travel time, and appointment type are preserved as custom fields on the Event record. These Events are linked to the corresponding Opportunity via a custom lookup field, ensuring that the service context remains attached to the Work Order throughout Freshsales reporting.

Line items on Work Orders become Opportunity Products in Freshsales. Product name, quantity, and unit price map directly. Work Order-specific fields (labor type, parts used) become custom fields on the Opportunity Product record. We verify the product catalog exists in Freshsales before inserting.

Technician records become Contacts with a custom Technician__c flag and Technician_Role__c field. Email match resolves to a Freshsales user if the technician is also a system user. Active/inactive status, work order count, and performance metrics map to custom fields on the Contact record.

Assets map to Account records with custom fields for make, model, serial number, installation date, warranty end, and asset status. Parent-child asset hierarchies are flattened to a primary account with sibling assets stored as related records. The asset-to-account relationship (which account owns the asset) is preserved via AccountId lookup.

Asset physical addresses migrate to Freshsales Account address fields. Each address component (street, city, state, postal code, country) maps to the corresponding Freshsales Account fields. Multi-location assets generate separate Account records sharing a parent_asset_id custom field to preserve hierarchy, and address formatting is validated before insertion.

Work Order file attachments (photos, PDFs, inspection reports) are downloaded from the source and re-uploaded as Freshsales Notes linked to the corresponding Opportunity. File size limits are enforced per Freshsales plan tier; files exceeding the limit are flagged before migration.

Work Order internal notes and comment threads migrate as Freshsales Notes on the Opportunity record. Original author and timestamp are preserved for audit continuity. The note body is copied to the Freshsales Note body field and linked to the corresponding Opportunity via parent_id. Original author name and email are stored as custom fields on the Note, and the original creation timestamp is preserved as Created_Date__c for audit continuity.

Service territories have no Freshsales equivalent. Territory names are stored as a custom pick-list field (Service_Territory__c) on Account records. Routing rules and territory assignment logic must be rebuilt in Freshsales Workflows manually after migration. Each technician's service territory is stored as Service_Territory__c for reporting. Territory SLA targets are preserved as custom fields on the Work Order Opportunity, and routing logic requires rebuild in Freshsales Workflows or custom modules.

SLA policies and escalation rules have no Freshsales equivalent. SLA details (response time, resolution time targets) are preserved as custom fields on the Work Order Opportunity record. SLA enforcement logic needs to be rebuilt as Freshsales Workflows on Enterprise plan or via custom modules.

Dispatch scheduling policies and routing rules are configuration constructs with no Freshsales equivalent. FlitStack AI documents the source rules as a rebuild reference for your Freshsales admin. Freshsales Workflows or custom modules can approximate basic automation, but routing logic requires a dedicated rebuild.