Migrate from Brisk Support to Freshdesk

Discovery and account audit

We audit the Brisk Support account across all tiers to capture ticket volume, customer count, agent count, KB article count, attachment volume, and any custom attributes. We verify the account tier (Free, Tier 2, or Tier 3) since custom attributes and routing rules are gated. We check attachment timestamps against the 60-day Free-tier expiration window and flag any at-risk records. We also capture Queue names, routing rule logic, and escalation rule structures as structured discovery notes for the Freshdesk rebuild handoff.

Freshdesk setup and schema preparation

We configure the Freshdesk destination account: create agent Groups aligned to the Brisk Queue structure, add Products for ticket categorization, define custom ticket fields to match Brisk custom attributes (if Tier 3), and set up Roles and access levels. We use Freshdesk's API or admin UI to pre-provision all field definitions so that the import phase has no schema mismatch rejections. This step requires the customer to have an active Freshdesk account with sufficient plan tier for the required features.

Custom extraction pipeline build

Because Brisk Support lacks a public API, we build a custom application-layer extraction pipeline scoped to the customer's data volume. The pipeline exports tickets in JSON batches (with conversation threads, internal notes, and attachment references), customers as contact records, agents as agent records, and KB articles as solution records. We run incremental batch exports to avoid session timeouts and validate each batch against source record counts before staging for import.

Freshdesk import and field mapping

We import staged data into Freshdesk using the Freshdesk REST API. Tickets are imported first with requester_id resolved from the customer contact list. Conversation threads are added as ticket conversations and internal notes. KB articles are imported as Solutions with category and folder assignments. We map Brisk agent emails to Freshdesk agent records and queue assignments to Freshdesk Groups. Any mapping errors (missing fields, type mismatches, lookup failures) are logged and corrected before the next batch.

Attachment export and re-upload

We export all current Brisk Support attachments to a temporary staging bucket, verify file integrity (name, size, MIME type), and re-upload to Freshdesk as ticket attachments linked to the corresponding migrated ticket ID. If any files are within or past the 60-day expiration window, we flag them with ticket ID and date so the customer can decide whether to restore from backup. We do not import attachments that no longer exist in Brisk Support.

Cutover, validation, and automation handoff

We run a final delta migration for any records created or modified during the cutover window, then enable Freshdesk as the system of record. We deliver a reconciliation report comparing source and destination record counts. We deliver the written routing rule and automation inventory for the customer's Freshdesk admin to rebuild using Freshdesk's rule engine. We do not migrate Brisk automations, escalation rules, or workflows as code. A one-week post-cutover support window covers any data discrepancies raised during initial Freshdesk use.