Migrate from C-Desk to Freshdesk

C-Desk tickets map to Freshdesk tickets with status, priority, and department/location metadata transferred to Freshdesk's standard and custom fields. We resolve the requester email against the Freshdesk contact table; unresolved requesters are auto-provisioned during import. C-Desk's ticket created_at and updated_at timestamps migrate to Freshdesk's created_at and updated_at fields for historical accuracy. Note: Freshdesk API requires activation on Sprout and Blossom tiers via an email request to Freshworks; Garden and above have API enabled by default.

C-Desk ticket requestors map to Freshdesk contacts. We preserve the original C-Desk user ID in a custom field cdesk_original_id__c on the Freshdesk contact for audit traceability. Email, name, phone, and company associations migrate to Freshdesk's standard contact fields. Language and timezone from C-Desk map to Freshdesk's user_language and time_zone fields where present.

C-Desk companies map to Freshdesk organizations. Domain-based organization matching is applied during import to prevent duplicates. The organization name and domain map to Freshdesk's name and domains fields. Any multi-location configuration in C-Desk is preserved as custom fields on the Freshdesk organization because Freshdesk does not have a native multi-location sub-object on organizations.

C-Desk user accounts with agent roles map to Freshdesk agents. Role names from C-Desk are preserved in a custom field cdesk_role__c on the Freshdesk agent record. Any custom role names that do not match Freshdesk's default role definitions are flagged for the customer's admin to reassign in Freshdesk's Role settings after migration. Agents are created before tickets so that OwnerId references are satisfied at import time.

C-Desk knowledge base articles map to Freshdesk solution articles with article body transferred to Freshdesk's description field. HTML-mode content from C-Desk is sanitized and reformatting applied: embedded styles are stripped, relative links are flagged for the customer admin to update post-migration, and proprietary formatting is converted to Freshdesk's supported HTML subset. Articles without HTML content migrate as plain text. Article status (published, draft) maps directly to Freshdesk's agent明清.

C-Desk's hierarchical topic and subtopic structure maps to Freshdesk's category-section model. The top-level topic becomes a Freshdesk category; subtopics become Freshdesk sections under that category. Parent-child relationships are preserved via the Freshdesk category_id and section_id references on each article. We sequence topic creation before article migration so that article-to-section lookups are satisfied at import time. If the topic hierarchy exceeds two levels, additional nesting maps to Freshdesk's section structure with the deepest level assigned to the closest section.

Attachments associated with tickets and knowledge base articles are downloaded from C-Desk's storage location and re-uploaded to Freshdesk's attachments endpoint. We preserve the original filename and file type; inline images in HTML articles are re-uploaded as Freshdesk attachments and their URLs updated in the article body. C-Desk's storage location is identified during schema inspection; if the storage mechanism is proprietary and not accessible, we flag the attachment set for manual handoff.

Research did not confirm support for custom fields in C-Desk. If C-Desk exposes any custom field data during schema inspection, we map it to Freshdesk custom fields of equivalent type (string, number, boolean, date, dropdown). Freshdesk custom fields are available on Blossom and above. We flag any custom field that cannot be typed to a Freshdesk field type and document it as a manual post-migration field to create in Freshdesk admin before record import.