Migrate from ASAPP to Freshdesk

ASAPP Conversations map to Freshdesk Tickets. Each conversation thread becomes a single ticket with the initial message as description and subsequent messages as ticket conversations (notes and replies). Channel metadata (voice, messaging, digital) maps to Freshdesk type. ASAPP conversation start time and resolution time map to created_at and updated_at on the ticket. CSAT scores from ASAPP metadata migrate to Freshdesk satisfaction rating fields if available.

ASAPP Customer profiles map to Freshdesk Contacts. Customer email, name, phone, and language migrate directly. Any ASAPP customer identity metadata that does not map to a standard Freshdesk Contact field becomes a custom Contact field (prefixed with asapp_). Customer-to-conversation associations are preserved by linking the migrated ticket to the migrated Contact via Freshdesk's requester_id.

ASAPP Company records (if present in the customer's data model) map to Freshdesk Companies. ASAPP company domain maps to Freshdesk domain. Company name, industry, and custom properties map to Freshdesk Company fields or become Freshdesk custom company fields. Contact-to-Company linkage is preserved via Freshdesk's contact-company relationship model after both objects are migrated.

ASAPP Agent records (performance metrics, handle time data, assignment metadata from S3 exports) map to Freshdesk Agents. Agent identity is matched by email. ASAPP agent-level performance data (average handle time, CSAT by agent) migrates to Freshdesk custom agent fields (asapp_avg_handle_time__c, asapp_csat_score__c) since Freshdesk's native agent object focuses on availability and group assignment rather than performance history. Agent group assignments migrate to Freshdesk groups and are resolved before migration.

ASAPP custom structured-data fields are defined via a dedicated API and extracted from conversations. We export the full field schema before migration and create Freshdesk custom fields of equivalent type (string, number, date, dropdown) on the Ticket or Contact object depending on whether the field applies to the conversation or the customer. Field names are preserved with an asapp_ prefix to avoid collision with Freshdesk native fields. Type mismatches (e.g., ASAPP array vs Freshdesk single-select) are flagged for customer review during scoping.

ASAPP Segments define which structured data the system extracts for specific conversation types. Segment definitions and their associated field sets are exported and mapped to Freshdesk custom fields on Ticket (segment type stored as a dropdown) or to Freshdesk Tags for classification purposes. The customer chooses segment-to-tag strategy during scoping based on whether they want segment values as filterable ticket attributes or as broad classification tags.

ASAPP conversation metadata (channel type, routing information, CSAT scores, disposition, AI confidence score) migrates to Freshdesk ticket custom fields. We create Freshdesk custom fields for each metadata dimension: asapp_channel_type__c (dropdown), asapp_routing_queue__c (string), asapp_csat_score__c (number), asapp_disposition__c (dropdown), asapp_ai_confidence__c (number). These fields allow Freshdesk agents to see conversation provenance and AI-annotation context without rebuilding the ASAPP AI layer.

ASAPP delivers reports via File Exporter API, S3 batch, and real-time event API. We query all three channels during discovery to produce a record-count reconciliation. Historical conversation counts from S3 batch reports validate ticket counts in Freshdesk post-migration. Report definitions (saved reports, dashboards) do not migrate as Freshdesk reports; we deliver a written inventory of ASAPP report names and metrics for the Freshdesk admin to rebuild using Freshdesk's reporting engine.