Migrate from Atomicwork to Freshdesk

Discovery and workspace scoping

We audit the source Atomicwork account: record counts across Requests, Users, Assets, Knowledge Articles, Changes, and Tags; active workspace list and which workspaces contain live versus sandbox data; workflow count and complexity; and Asset Discovery export availability. We pair this with a destination Freshdesk audit: current plan tier, existing Tickets, Contacts, Companies, agents, groups, and knowledge base structure. The discovery output is a written migration scope document that confirms the workspace-to-Product-or-Group mapping strategy, identifies any Asset Discovery data requiring manual CSV export, and lists every active Atomicwork workflow for the rebuild checklist.

Asset Discovery manual export coordination

Because Asset Discovery scan results are not accessible via the Atomicwork API, we coordinate with the customer's Atomicwork admin to generate and export a Discovery CSV before migration begins. This CSV is the sole source of truth for CMDB records. We import the CSV alongside the API-exported Asset records, reconcile by asset hostname or serial number, and flag any records present in the API export but absent from the CSV (or vice versa) for manual review. This step must complete before Asset migration runs.

Freshdesk custom field and schema setup

We configure the destination Freshdesk account before any data imports: custom Ticket fields for Atomicwork Request properties without native Freshdesk equivalents (resolution_type, request_category, original_workspace); custom Contact fields if Atomicwork user data includes fields not present in the standard Freshdesk Contact model; and any Custom Object definitions if the destination is on the Enterprise plan and the migration scope includes Changes or structured Asset relationships. Freshdesk automations and triggers are disabled before import to prevent notification storms during migration.

User and Contact migration

We migrate Atomicwork Users in two phases: agents first (mapped to Freshdesk Agents), then requesters (mapped to Freshdesk Contacts). Agent migration resolves by email match and preserves role and department, which maps to Freshdesk Group membership. Requester migration creates Contacts with name, email, phone, and any associated company. If the customer uses Freshdesk Companies, we create Company records from Atomicwork user company affiliations and link them to the corresponding Contacts before the Ticket import phase begins.

Ticket import with conversation threading

We import Atomicwork Requests as Freshdesk Tickets in dependency order: Tickets are created with requester (Contact), assignee (Agent), status, priority, created_at, and updated_at. Conversation threads (agent replies, requester replies, system notes) are imported as Ticket notes in chronological order using Freshdesk's Ticket Conversations API. The Atomicwork resolution_type field maps to the pre-created custom field. We use conservative request pacing given Atomicwork's undocumented rate limits, with exponential backoff on 429 responses and batch chunking for large imports. Each batch emits a row-count reconciliation report.

Knowledge base and tag migration

We migrate Atomicwork Knowledge Articles to Freshdesk knowledge base Articles within the corresponding folders. Article status (Draft, Published, Archived) maps directly. Tags migrate as Freshdesk Tags attached to the corresponding Ticket and Article records. If the customer's Atomicwork articles include inline images, we migrate these as Freshdesk file attachments. Article formatting (HTML or Markdown) is preserved to the extent supported by Freshdesk's article body field.

Cutover, delta migration, and workflow handoff

We freeze Atomicwork writes during cutover, run a final delta migration of any Requests or Articles created or modified during the migration window, then enable Freshdesk as the system of record. We deliver the workflow rebuild checklist covering every active Atomicwork automation with its trigger, conditions, and actions, plus a recommended Freshdesk automation equivalent for each. We support a 72-hour hypercare window where we resolve reconciliation issues. We do not rebuild Atomicwork Workflows in Freshdesk as part of the migration scope; that is a separate engagement for the customer's admin or a Freshdesk implementation partner.