Migrate from Agile CRM to Freshdesk

Agile CRM Contacts map to Freshdesk Contacts (previously called Users in the API). We migrate name, email, phone, address, social links, tags, lead score, and custom field values. The Freshdesk Contact API name field (type: user) maps from Agile CRM's email property as the dedupe key. We preserve the original Agile CRM contact ID in a custom field agile_crm_id__c for audit and cross-reference. If the Agile CRM contact is linked to a Company, we resolve the Freshdesk Company lookup at migration time.

Agile CRM Companies map to Freshdesk Companies. We migrate company name, domain, address, industry, size, and custom field values. The Freshdesk Company is created before any linked Contacts are imported so that the Company lookup is satisfied at Contact insert time. We use the Agile CRM company domain as the dedupe key during Freshdesk import. Note that Freshdesk Companies do not have the same hierarchical (parent-company) depth as some CRMs — we flatten multi-level hierarchies into individual Company records with a parent_company_id__c custom field.

Agile CRM Helpdesk Cases map to Freshdesk Tickets. The case subject becomes the Ticket subject, the case description becomes the Ticket description, and the conversation thread (public replies and internal notes) migrates as Freshdesk Conversations ordered by original timestamp. Case priority, status, and type map to Freshdesk Ticket priority, status, and type fields. We preserve the original Agile CRM case ID in a custom field agile_crm_case_id__c and attach any case attachments as Freshdesk Ticket attachments.

Agile CRM Labels attached to Cases migrate as Freshdesk Ticket tags. Labels used across Contacts, Companies, and Deals are aggregated — if a tag applies to multiple object types, we create separate tag namespaces in Freshdesk (e.g., contact_tag, company_tag) or use a single tag set if the customer confirms no ambiguity. The customer chooses the tagging strategy during scoping.

Agile CRM Groups (team-based access partitions and helpdesk queues) map to Freshdesk Groups. We migrate Group name and membership. Agent assignment from Agile CRM (which agent owns the case) maps to Freshdesk Ticket assignee. If the Agile CRM Group has no matching Freshdesk Group, we create it during migration and flag naming conflicts for the customer to resolve.

Agile CRM Canned Responses are text templates used in helpdesk replies. Freshdesk has a Canned Responses feature with the same purpose. We do not migrate canned response content via API because neither platform exposes a programmatic export and import for these at scale. We deliver a written inventory of every Agile CRM Canned Response with its title, content, and applicable case view, so the customer's admin can recreate them in Freshdesk manually. This typically takes 30-60 minutes per 20 responses.

Agile CRM Tasks map to Freshdesk Tasks. We migrate task subject, description, due date, priority, status, and assignment. If a Task is linked to a Contact or Case in Agile CRM, we resolve the Freshdesk Contact or Ticket lookup and attach the Task accordingly. Tasks without a linked Contact or Case migrate as standalone Freshdesk Tasks. Completed status maps from Agile CRM's is_done flag.

Agile CRM Activities (calls, emails, meetings, notes) linked to Cases migrate as Freshdesk Ticket Conversations. Call disposition and duration become conversation attributes; email content becomes a conversation entry; meeting details become a note entry; and standalone notes migrate as internal notes on the related Ticket. Activities not linked to a Case (standalone activities on Contacts or Deals) do not have a direct Freshdesk equivalent — we migrate them as Notes on the related Freshdesk Contact record.

Agile CRM custom fields on Cases map to Freshdesk custom fields on Tickets. We discover all custom field definitions during the pre-migration audit, map field types (text, number, date, dropdown, checkbox) to their Freshdesk equivalents, and create the destination schema in Freshdesk before import. Dropdown fields with option values are created as Freshdesk dropdown fields with matching values. If an Agile CRM custom field is a multi-select, we use Freshdesk's multi-select field type.

Agile CRM Deals do not have a direct Freshdesk equivalent because Freshdesk is a helpdesk platform, not a CRM with pipeline management. During scoping, we present two options: import Deals as Freshdesk Products (if the customer uses Freshdesk's product catalog for support billing or asset tracking) or export Deals as a static CSV with the pipeline history preserved outside Freshdesk. If the customer chooses to import as Products, we map deal name to product name, deal value to product price, and deal stage to a custom field on the Product record.