Migrate from Giva eHelpDesk to Freshsales

Giva requesters map directly to Freshsales Contacts. The requester's name, email, phone, and company fields map to the corresponding Freshsales Contact fields. If the requester is a known prospect with no active deal, they land as a Contact. Original Giva requester ID is stored as Source_System_ID__c for traceability and de-duplication.

Giva requesters flagged as prospective customers (no prior purchase or active contract) route to Freshsales Lead. Lead lifecycle stage is set based on Giva requester status: 'New Prospect' maps to 'Subscriber', 'Qualified Lead' maps to 'Sales Qualified Lead'. The split ensures Freshsales lead scoring (Freddy AI on Pro+ plans) applies only to actual sales prospects.

Freshsales has no native ticket object. Each Giva ticket becomes a Task record attached to the relevant Contact or Lead, with Task Subject set to the Giva ticket title and Description carrying the ticket body. Ticket status (New, Open, Pending, Resolved, Closed) is stored as a custom pick-list field (Ticket_Status__c). Conversation threads from Giva comments migrate as Task comments or linked Note records.

Giva priority levels (Urgent, High, Medium, Low) have no native Freshsales equivalent. We create a custom pick-list field (Giva_Priority__c) on Contact and Lead. Value mapping is 1:1: Urgent→Urgent, High→High, Medium→Medium, Low→Low. Priority drives sorting and filtering in Freshsales but does not trigger automated routing without a Freshsales Designer workflow.

Giva service desk categories (IT, HR, Facilities, etc.) and ticket categories require a custom field in Freshsales (Giva_Category__c) as a pick-list. Multiple Giva service desks can be mapped to separate Freshsales Accounts representing departments, or consolidated under a single org with the category field distinguishing ticket types.

Giva knowledge base articles with titles, body content, and categories have no direct Freshsales equivalent. Articles are exported from Giva as structured HTML. In Freshsales, they are recreated as Freshsales Documents (on Pro+ plans) or hosted externally with a custom field (Knowledge_Base_URL__c) on relevant Contacts linking to the exported content.

Giva agents map to Freshsales Users by email address match. The agent's name, email, and role in Giva transfer to the corresponding Freshsales User profile. Agents who handled tickets become Users so their historical ticket activity is attributed correctly in Freshsales activity timelines.

Giva file attachments on tickets and requesters are downloaded and re-uploaded to Freshsales File Storage, linked to the corresponding Contact or Lead record. Freshsales file size limits (25MB per file) apply; oversized files are flagged before migration. Inline images in Giva note content are extracted and hosted as Freshsales Files.

Giva ticket comments from agents and requesters migrate as chronological entries in the linked Task's comment thread or as separate Note records ordered by timestamp. Original author name, timestamp, and content are preserved. Comment attribution in Freshsales links to the matching Contact or User record by email.

Giva custom fields on tickets and requesters are enumerated during the audit phase. Each field is evaluated for a Freshsales native equivalent. Text, number, date, and pick-list custom fields create as Freshsales custom fields of the matching type. Multi-select pick-lists in Giva may require conversion to comma-separated text in Freshsales if no multi-select type is available in the target plan.

Giva SLA timers and escalation rules are documented during migration planning but cannot be migrated to Freshsales, which has no native SLA management for general CRM use. SLA field values (time-to-first-response, time-to-resolution) are stored as custom datetime fields on the Ticket record for reference. Freshsales Designer workflows that approximate SLA escalation are rebuilt post-migration.

Giva assets and configuration items (server names, device IDs, software versions) that are relevant to customer support records migrate as Freshsales Products or a custom Asset object depending on volume. A custom field (Related_Asset__c) on the Contact record links support tickets to the relevant asset for context in Freshsales.