Migrate from The Service Manager to Freshsales

The Service Manager contacts migrate as Freshsales Leads or Contacts based on lifecycle context. Contacts associated with closed or won service requests with a commercial account link become Freshsales Contacts; all others route to Leads. The split is determined by a combination of account association and lifecycle stage flags in The Service Manager data export.

Companies map directly to Freshsales Accounts. Company identifiers, addresses, industry classification, employee count, and annual revenue migrate as standard Account fields. If The Service Manager stores a parent-child company hierarchy, the Parent Account relationship maps to Freshsales Parent Account lookup.

Service requests that represent billable engagements or ongoing customer work map to Freshsales Deals with pipeline and stage assignment. Routine service requests that are informational rather than commercial map to Freshsales Tasks attached to the related Account or Contact. The mapping rule is applied per-request type or category field in The Service Manager.

Incidents migrate as Freshsales Tasks with the original priority, status, and description fields preserved. Created date and last-modified date transfer as custom datetime fields since Freshsales Tasks do not expose original create timestamps separately from system CreatedDate. Assigned-to agent resolves by email match to a Freshsales User.

Problems in The Service Manager track root-cause analysis for incidents. Since Freshsales has no native Problem object, a custom object named 'Problem' is created in Freshsales and linked to related Incident Tasks via a lookup relationship. This preserves the causal link while conforming to Freshsales schema.

Change requests from The Service Manager merge into either a Freshsales Deal (if the change has a budget or project scope tied to an Account) or a Task (if it is an operational change linked to an internal contact). Approval status migrates as a custom pick-list field on the target record.

Assets tracked in The Service Manager (hardware, software, contracts) migrate as a Freshsales custom object named 'Asset'. Asset fields including serial number, install date, warranty expiry, and associated Account link as a lookup. Freshsales does not have a native asset management module — this custom object preserves the full asset record.

Service contracts and SLA definitions from The Service Manager migrate as a Freshsales custom object named 'Contract'. Fields include contract value, start and end dates, SLA tier (mapped to a custom pick-list), and a lookup linking to the associated Account. SLA breach monitoring logic requires Freshsales Workflow reconstruction.

The Service Manager knowledge base articles have no direct equivalent in Freshsales CRM. We export the articles as structured JSON including title, body content, category, and last-updated timestamp. The customer must import these into Freshsales manually or use a Freshworks knowledge-base product. We provide the export file and field mapping guidance.

Agents from The Service Manager map to Freshsales Users by email address match. Active status, display name, and role migrate. Territory and assignment rule configurations are destination-side schema setup not carried over from The Service Manager — these require Freshsales admin configuration post-migration.

File attachments on incidents, requests, and knowledge base articles are downloaded from The Service Manager storage and re-uploaded to the corresponding Freshsales record. File size limits in Freshsales vary by plan (Growth: 2GB/user, Pro: 5GB/user, Enterprise: 100GB/user). Files larger than the destination limit are flagged before migration for customer decision.

Call logs, email threads, and meeting notes from The Service Manager migrate as Freshsales Tasks (for calls and emails) or Events (for meetings) with original timestamps, body content, and owner preserved. Detailed notes become Freshsales Notes attached to the related Contact or Account record.