Migrate from Aritic Desk to Freshdesk

Aritic Desk tickets map to Freshdesk tickets with subject, description, status, priority, type, channel source, created_at, updated_at, and internal notes preserved. Custom ticket fields migrate as Freshdesk custom fields of matching type (string, boolean, date, number). Status mapping follows the Open/Closed/Pending states from Aritic Desk to Freshdesk's equivalent status values. We resolve agent assignments by email against Freshdesk agent records, creating agents as needed on the destination.

Aritic Desk customer records (name, email, phone, company, address, language, time zone, lifecycle timestamps) map to Freshdesk Contacts. Custom properties migrate as Freshdesk contact fields. The customer-to-ticket association is preserved via Freshdesk's requester_id on the ticket. Any tags on the customer record migrate as Freshdesk contact tags.

Aritic Desk Organizations map to Freshdesk Companies. Name, domain, industry, size tier, and owner assignment transfer directly. The relationship between Customer records and their parent Organization is preserved by linking each Contact to the corresponding Freshdesk Company via the company_id lookup.

Aritic Desk agent profiles (name, email, role, department, active/inactive status) map to Freshdesk agent accounts. We resolve by email match. Inactive Aritic Desk agents migrate as inactive Freshdesk agents to preserve assignment history on historical tickets. Custom permission profiles are flagged as requiring manual review in Freshdesk's permission group configuration.

Articles transfer with title, body content, author, creation date, and publish status. Articles containing Aritic-specific dynamic tokens (e.g., {{ticket.customer_name}}, {{ticket.id}}) are stripped of those tokens during migration and flagged for the customer's KB team to review and restore using Freshdesk's placeholders. Body content migrates as HTML and is validated for rendering in Freshdesk's article editor.

The hierarchical folder structure (Categories containing Sections containing Articles) is preserved as Freshdesk Categories and Folders with the same parent-child relationships. Cross-links between articles within the knowledge base are identified and updated to point to the correct Freshdesk article IDs post-migration.

Aritic Desk macros with dynamic placeholders are extracted as plain-text templates. Each macro containing Aritic-specific tokens ({{ticket.customer_name}}, {{ticket.id}}, etc.) is flagged for the customer's admin to review and repopulate with Freshdesk's {{contact.name}} and {{ticket.id}} equivalent syntax. Macros without dynamic tokens migrate as ready-to-use Freshdesk templates.

SLA policies (first response time, resolution time, business hours definitions) are extracted as structured metadata and documented in a written inventory for the customer's admin to configure in Freshdesk SLA Policies. Aritic SLA conditions tied to specific Aritic field names are flagged with the equivalent Freshdesk condition syntax.

CSAT scores linked to ticket records transfer with rating value, respondent email, and ticket reference preserved. If Freshdesk's survey model differs from Aritic's (e.g., rating scale mapping), we apply a normalization transform and flag any scale difference for the customer's reporting team.

Billable and internal time logged against tickets transfers as Freshdesk time entries with agent reference, duration, description, and billable flag. Where the destination Freshdesk plan does not include time tracking (Sprout/Free), we flag this feature requirement and recommend an upgrade to Growth before the migration runs.

File attachments on tickets and KB articles are extracted and uploaded to Freshdesk's file storage. We flag files exceeding Freshdesk's size limit (25 MB per attachment) or unsupported file types for manual handling and provide a list of affected records with download links.

Tags applied to tickets and contacts migrate as Freshdesk tags. We verify character encoding compatibility between Aritic Desk and Freshdesk to prevent tag corruption. Tag-based filtering in Freshdesk reports is preserved for tickets migrated with tags.