Migrate from Akio.Cx to Freshdesk

Akio.Cx Tickets map to Freshdesk Tickets with channel origin, status, priority, assignee, and timestamps preserved. Akio channel type (voice, email, chat, SMS, social) translates to Freshdesk's ticket_type or a custom channel field depending on the destination plan. Custom ticket fields require schema discovery during scoping; we generate a field-level mapping table before migration and resolve any multi-select or date-field type mismatches at transform time.

Akio.Cx Contact records (name, email, phone, company affiliation, interaction history) map to Freshdesk Contact. Contact field names vary by Akio configuration; we perform field-level discovery and map them to Freshdesk standard fields (name, email, phone, address). Any Akio contact custom fields migrate as Freshdesk custom contact fields on Sprout+ plans.

Akio.Cx Agent profiles (role, team assignment, skills, login credentials) map to Freshdesk Agents. We resolve agents by email match and map team assignments to Freshdesk Groups. Skills and routing competency data from Akio migrate as agent-level custom fields or tags in Freshdesk, depending on the destination plan's field flexibility.

Akio.Cx Team structures define routing pools and supervisor relationships. These map to Freshdesk Groups with supervisor assignments preserved as Group lead. We maintain the hierarchical team layout in the mapping table so the customer admin can assign the appropriate group leads in Freshdesk after migration.

Akio.Cx distinguishes voice, email, chat, SMS, and social media channels per conversation. Freshdesk Blossom+ supports a Phone channel natively, while email and chat map to Freshdesk's built-in channel types. Social media and SMS channels migrate as a custom field or tag on the ticket since Freshdesk has limited native SMM integrations at lower tiers. We document the channel taxonomy mapping during scoping.

Individual message threads from Akio (timestamps, agent participants, customer messages, internal notes) map to Freshdesk Ticket Conversations. We preserve thread integrity and chronological ordering by setting Freshdesk conversation timestamps to the original Akio timestamps. Internal notes from Akio map to Freshdesk's internal note field with the same visibility restrictions.

Akio.Cx custom fields on Tickets and Contacts are fully customer-defined. We perform field-level discovery during scoping, generate a custom field mapping table, and create matching Freshdesk custom fields before migration. Freshdesk custom fields are available from Sprout onward. Note: Freshdesk custom fields do not support double quotation marks in field names per Skyvia connector documentation; we sanitize field names during transform if needed.

Akio KB articles with categories and status migrate to Freshdesk Knowledge Base articles and categories. We extract article content, category assignments, and publication status. Freshdesk's Knowledge Base requires at least Blossom for multiple categories; Sprout supports a single category. We map the Akio category hierarchy to Freshdesk's flat or hierarchical category structure based on the destination plan.

Tags applied to tickets and contacts in Akio.Cx migrate as Freshdesk Tags (a native feature on Sprout+). We preserve tag strings and re-apply them to the corresponding migrated tickets and contacts. If tags represent semantic categorization (priority, department, product line), we recommend converting them to Freshdesk custom fields or ticket fields during scoping for better filtering and reporting.

Akio.Cx SLA rules (response and resolution windows per priority level and channel) extract as a configuration inventory. We recreate SLA policies in Freshdesk's SLA Management (Garden+ plans) based on the Akio SLA matrix. Priority mappings from Akio map to Freshdesk priority levels (Low, Medium, High, Urgent). SLA policy recreation is a configuration step, not an automated import, and requires admin review of the Akio SLA documentation we deliver.

Akio.Cx inbound call routing, queue assignment, and IVR tree structures migrate as a written configuration inventory documenting the routing logic, queue memberships, and IVR menu paths. Freshdesk uses Workflow Automations and the Productivity Bot for routing logic, which requires manual rebuild by the customer admin. Complex nested routing in Akio may require simplification or redesign in Freshdesk. We deliver the full IVR map as a handoff document for the customer's Freshdesk admin.