Migrate from Atera to Freshdesk

Atera tickets map to Freshdesk tickets with subject, description, status, priority, type, source, and timestamps preserved. Atera's technician field maps to Freshdesk's responder_id; Atera's customer field maps to Freshdesk's requester_id with a contact lookup. We flag and remap any tickets with null technician assignment to a nominated fallback agent during pre-flight validation to prevent orphaned records in Freshdesk.

Atera customers represent the MSP client or internal IT org and map to Freshdesk companies. We preserve company name, domain, billing address, and any custom field values. Duplicate company names are flagged during pre-flight for the customer's admin to resolve or merge before import. The company must be created before any associated contacts import so that the company_id lookup is satisfied at insert time.

Atera contacts map to Freshdesk contacts with name, email, phone, and role preserved. The contact-to-customer association migrates as a Freshdesk company_id lookup. Any contacts that resolve to inactive or deleted status in Freshdesk are flagged as potential spam per Freshdesk's import rules and require admin resolution before the full import phase.

Atera technicians map to Freshdesk agents. We validate the CSV row count of technicians against the target Freshdesk plan's agent seat count. If the Atera technician roster exceeds Freshdesk's available seats (e.g., a Sprout plan limited to 2 agents), we coordinate with the customer's admin to provision additional seats or exclude inactive technicians. Atera's own migration documentation requires technicians to be pre-created before tickets import; Freshdesk requires the same. We generate the agent list from Atera's CSV export and pre-create them in Freshdesk before ticket import begins.

Atera contracts (hourly, fixed-term, retainer, project-based) with custom rates per customer map to Freshdesk contracts. This mapping is available on Freshdesk Pro and Enterprise tiers; Sprout and Growth plans do not include contracts. We map contract type, rate, billing period, and SLA tier. Flat-rate retainer entries require explicit mapping against Freshdesk's contract model, which stores rate as a decimal field. If the destination is Growth or below, contracts are documented in the pre-flight report for admin awareness and potential manual re-entry.

Atera SLA definitions (response time and resolution time thresholds tied to priority level) map to Freshdesk SLA policies. Freshdesk SLA policies are available from Pro tier onward. We map SLA name and threshold values to Freshdesk's SLA policy configuration. Priority-to-SLA assignment in Atera maps to Freshdesk's SLA-to-filters rules. If the destination is on Growth or Sprout, SLA policies are documented for admin manual configuration post-migration.

Atera custom fields exist on tickets, customers, contacts, contracts, SLA, agents, and device forms. We detect the complete custom field schema during discovery and pre-create matching custom field definitions in Freshdesk before importing data. Field type mapping from Atera types (text, dropdown, date, checkbox, number) to Freshdesk field types (text, paragraph, dropdown, checkbox, date, numeric, currency) is handled in the schema design phase. Custom fields on entities that Freshdesk does not support as custom-field targets are documented in the pre-flight report.

Atera knowledge base articles with categories map to Freshdesk Solutions. We preserve title, body text, category and folder assignment, and attachment links. Embedded images in KB content may require HTML sanitisation if the destination uses Freshdesk's content filtering on article import. Solutions are available from Growth tier upward; Sprout does not include a knowledge base. If the destination is Sprout, KB migration is flagged as out-of-scope for manual post-migration.

Tags on Atera tickets and customers are simple string values and carry through to Freshdesk tags as-is. No value transformation is required. Tags that exceed Freshdesk's character limit are truncated with a suffix indicator and logged in the pre-flight report.