Migrate from Awesome Support to Freshdesk

Each WordPress post with post_type='ticket' becomes a Freshdesk Ticket. We extract the ticket ID, subject, description (post_content), status (wpas_status meta), priority (wpas_priority meta), and timestamps (post_date, post_modified) and write them to Freshdesk via the Tickets API. The original ticket ID is preserved in a custom field original_ticket_id__c for audit. If the REST API add-on is active, we read from the documented endpoints instead of direct SQL.

WordPress comments attached to the ticket post type become Freshdesk Conversations. We distinguish public responses from private agent notes by querying comment_type in wp_comments (response vs note). Public replies write as inbound Conversation entries; private notes write as private Conversation entries on the Freshdesk Ticket. Timestamps and author information migrate directly.

WordPress users with the Awesome Support agent role map to Freshdesk Agents. We extract display_name, user_email, and role from wp_users and wp_usermeta, then create Freshdesk agent records with the corresponding Freshdesk role (agent, administrator). Agent provisioning is validated before ticket import so that the agent assignment field is satisfied at migration time.

Registered WordPress users who submitted tickets map to Freshdesk Contacts by email. Guest submitters (no wp_users entry) are extracted from ticket meta keys wpas_user_email and wpas_user_name, and a Freshdesk Contact is created on-the-fly before the ticket is linked. All Contacts receive the original ticket submitter email, name, and any associated contact-level meta.

Each unique meta key with a wpas_ prefix (from the base plugin or custom field add-on) is enumerated during discovery. We map text, number, date, checkbox, and dropdown field types to their Freshdesk equivalents. If a custom field name does not yet exist in the Freshdesk account, we create it during the schema setup phase. Add-on-gated fields (Gravity Forms data, billing records) are flagged and migrated only if the corresponding add-on is active on the source.

WordPress post terms in the ticket_tag taxonomy map to Freshdesk Tags applied at the ticket level. We export the full tag taxonomy, create matching Tags in Freshdesk, and apply them to each migrated Ticket. Tag counts are preserved for reporting reconciliation.

Attachment URLs stored in wp_postmeta (wpas_attachment meta keys) are extracted and re-uploaded to Freshdesk as Ticket Attachments. We validate each URL for HTTP 200 before re-upload and flag any returning 404 or redirect errors. Large media libraries may require chunked re-upload with retry logic. Freshdesk enforces attachment size limits per plan tier.

Satisfaction survey data (star ratings and feedback text stored in wpas_satisfaction_ prefixed meta) migrates to Freshdesk's native Ticket Satisfaction Rating feature. This add-on is not active on all Awesome Support installations; we confirm availability during discovery and include only if the data exists. Rating values map directly to Freshdesk's 1-5 star scale.

Awesome Support allows renaming default status labels via settings (e.g., 'Open' renamed to 'In Progress'). We read the current status label configuration from wp_options during discovery and document the custom label mapping. Freshdesk's default statuses (Open, Pending, Resolved, Closed) are used at the destination; we provide a written mapping of the source labels to the closest Freshdesk equivalents for the admin to apply after migration.

Time tracking entries stored via the Advanced Time Tracking add-on are extracted from the relevant meta keys or custom table. Each entry includes agent, duration, and optional billing notes. We write these as Freshdesk Time Entries linked to the migrated Ticket if the destination Freshdesk plan supports time tracking. We confirm the add-on is active during discovery because not all installations have it.