Migrate from Alloy Navigator to Freshdesk

Alloy Navigator Service Requests migrate to Freshdesk Tickets. The primary challenge is the classification-driven status value table: a given classification may define Status = 'Acknowledged' while another uses 'Acknowledged' as 'Assigned'. We detect every distinct status value set during discovery and build an explicit mapping table that maps each Alloy Navigator classification's status set to Freshdesk ticket statuses (Open, Pending, Resolved, Closed). Custom ticket fields per classification migrate to Freshdesk custom ticket fields scoped to the relevant field group. The ticket's rich tabbed history (activity log, notes, attachments) migrates as Freshdesk conversation threads.

Alloy Navigator Asset records (hardware devices, software licenses, consumables) migrate to Freshdesk Asset records. The Alloy Navigator asset type (hardware vs software vs consumable) maps to Freshdesk's asset_type field. Purchase date, warranty expiry, serial number, and assigned user all migrate directly. The Freshdesk Freshservice asset module (required for asset management) must be enabled on the destination account before migration begins; without it, Freshdesk treats assets as informational records only.

Alloy Navigator Configuration Items model infrastructure components and their interdependencies. Freshdesk does not have a native CI record type; CIs map to Freshdesk Asset records with the asset_type set to 'Other' and a custom field ci_record_type__c preserving the original Alloy Navigator CI classification. The CI relationship graph (parent CI, child CIs, linked Assets) migrates as Freshdesk Asset association records via the Freshservice asset link API. If the destination is a Freshdesk plan without Freshservice, CI relationships are preserved in a custom multi-select field and the customer is advised to review the CI model post-migration.

Alloy Navigator Knowledge Base articles (formatted text, category assignments, attachments, and article status) migrate to Freshdesk Solution articles. Category hierarchies in Alloy Navigator may be multi-level; Freshdesk organizes articles into categories and folders with a flatter structure. We flatten nested category paths into Freshdesk folder names and preserve the full article path in a custom field. Articles with binary attachments migrate with the attachments preserved; the Freshdesk Solutions article attachment API is used. Article status (Draft, Published, Archived) maps directly to Freshdesk article status.

Alloy Navigator Organizations (customer or partner entities) migrate to Freshdesk Organizations. The organization's name, domain, address, and parent-organization reference migrate directly. Freshdesk Organizations do not support multi-level parent hierarchies natively; if the Alloy Navigator org has a parent chain more than one level deep, we store the full ancestor path as a string in a custom field and set the immediate parent as the Freshdesk Organization's parent_id.

Alloy Navigator Contacts (people linked to Organizations, Tickets, and Assets) migrate to Freshdesk Contacts. Email address is the dedupe key. The contact's primary organization reference resolves to the Freshdesk Organization ID after the Organization phase completes. Any classification-based custom fields on the Contact record are handled per distinct field set discovered during scoping.

Alloy Navigator Work Orders manage scheduled tasks, assignments, and completion tracking. Freshdesk does not have a native Work Order object; Work Orders migrate as Freshdesk Tickets with a custom tag 'work_order' and custom fields work_order_id__c (original Alloy Navigator ID), scheduled_start__c, and scheduled_end__c preserving the scheduling metadata. The customer reviews post-migration whether Work Order tracking warrants a Freshservice upgrade.

Alloy Navigator Locations form a hierarchical tree representing physical sites. Freshdesk Locations support a one-level parent-child hierarchy. We flag tree depth during scoping: if the Alloy Navigator location tree exceeds two levels, we flatten intermediate levels into a pipe-delimited string stored on the location record and set the immediate parent as the Freshdesk Location parent. Location address data migrates directly.

Alloy Navigator Users (technicians with team assignments, role-based permissions, and workload balancing groups) migrate to Freshdesk Agents. We match by email address. Role mappings require manual review: Alloy Navigator's permission levels (Administrator, Technician, Requester) do not have a direct Freshdesk equivalent, so we map to Freshdesk Agent Groups and roles during scoping with the customer's input. Inactive Alloy Navigator users migrate as Freshdesk agents with the active flag set to false for the customer's admin to activate or deprovision.