Migrate from BoldDesk to Freshdesk

BoldDesk Tickets map to Freshdesk Tickets with Status, Priority, Type, Source, and timestamps preserved. We store the original BoldDesk ticket ID in a custom field (bd_original_ticket_id) so that historical references remain searchable. BoldDesk conversations from email, chat, social, and web forms aggregate into Freshdesk's threaded reply structure. Custom ticket fields migrate as Freshdesk custom fields if pre-created in the destination account before migration.

BoldDesk Contacts map to Freshdesk Contacts, and BoldDesk Contact Groups translate to Freshdesk Companies. We perform the N:1 merge by first creating Freshdesk Company records from each distinct BoldDesk Contact Group, then linking each Contact to its corresponding Company via the company_id lookup. Standalone BoldDesk Contacts without a Contact Group become unassigned Freshdesk Contacts.

Each BoldDesk Contact Group becomes a Freshdesk Company. The group name becomes the Company name, and group-level custom field values transfer to Company custom fields. If the source BoldDesk account uses Contact Groups for SLA routing, we document the group-to-SLA mapping during discovery for the customer to reconfigure as Freshdesk SLA policies post-migration.

BoldDesk Agent records map to Freshdesk Member accounts. We match by email address. Role and permission assignments from BoldDesk (Agent, Supervisor, Administrator) translate to Freshdesk roles (Agent, Admin). Any BoldDesk custom role definitions are documented in the workflow inventory for the customer's Freshdesk admin to recreate as Freshdesk roles.

BoldDesk KB Articles migrate to Freshdesk Guide Articles within their corresponding Category. We export article HTML body content, title, author, and status. Article category paths are preserved by first creating the matching Freshdesk Section and Category hierarchy, then linking migrated articles. Freshdesk Guide must be active on the destination account (included in Blossom and above; Sprout does not include Guide). Post-migration content review is standard to verify embedded images and links render correctly.

BoldDesk KB Categories form a hierarchical folder structure that maps to Freshdesk Guide Sections containing Categories. We re-create the full category tree in Freshdesk before article migration begins so that each article can be linked to its correct parent Section and Category at migration time. Empty categories are created as placeholders to preserve the full hierarchy structure.

BoldDesk Tags on Tickets and Contacts migrate to Freshdesk Tags with the same tag names preserved. Tags used for categorization and filtering maintain their associations to the migrated Tickets and Contacts. Freshdesk tag limits and naming conventions are enforced during import (alphanumeric with hyphens accepted).

BoldDesk canned responses migrate as Freshdesk Canned Responses with folder structure preserved. Template text, subject lines (if applicable), and folder assignments transfer directly. Workflow triggers attached to BoldDesk canned responses do not migrate; we document each trigger condition in the workflow inventory for the customer to recreate as Freshdesk Automation rules.

BoldDesk custom fields on Tickets, Contacts, Agents, and Contact Groups are enumerated during discovery and pre-created in Freshdesk with matching field types (text, dropdown, date, number, boolean). Freshdesk requires custom fields to exist before data import; we coordinate the field creation step before any record migration begins. Field type mapping follows Freshdesk's supported types.

BoldDesk file attachments on Tickets and KB Articles are downloaded and re-uploaded to Freshdesk with the original filename and content type preserved. Large attachments (over 20 MB per Freshdesk limits) are flagged for the customer to handle manually or via an alternative file hosting approach. Inline images in KB articles migrate as article attachments rather than inline embeds and are re-inserted during post-migration content review.