Migrate from Capacity to Freshdesk

Capacity Tickets map directly to Freshdesk Tickets. The ticket subject, description, status (Open, Pending, Resolved, Closed), priority (Low, Medium, High, Urgent), type, and timestamps (created_at, updated_at) migrate 1:1. Agent and group assignments map from Capacity's assignee and team fields to Freshdesk's agent_id and group_id. We validate that the destination Freshdesk account is on Blossom or above before migration because the API is not available on the Sprout (free) tier.

Capacity ticket conversations migrate to Freshdesk Ticket Conversations as individual Message records. Each message carries author attribution (agent or requester), body content, timestamp, and type (reply or note). Internal notes in Capacity map to Freshdesk's internal_note type, preserving visibility controls. We resolve the author email to the corresponding Freshdesk agent or contact record before inserting messages.

Capacity KB Articles map to Freshdesk Solutions Articles with title, description (plain text), and metadata preserved. Capacity's article status (Draft, Published) maps to Freshdesk's article status field. Note that Capacity's KB export strips rich formatting (bold, links, embedded media) and does not include version history; we extract available text content and flag formatting losses for post-migration review. Article-to-category assignments migrate to Freshdesk's section and category structure.

Capacity KB categories migrate to Freshdesk Solutions Sections and Categories. We extract the full category tree and map nested hierarchies to Freshdesk's section nesting model. Category descriptions migrate as section descriptions. If Capacity uses a flat category structure, we map directly to Freshdesk sections and note where the destination supports deeper nesting that is not utilized on the source.

Capacity User accounts with agent roles migrate to Freshdesk Agent records. We map email, name, role (admin, agent), and group assignments. Capacity's team structure maps to Freshdesk Groups, and we preserve team membership so that agent routing assignments are maintained. Agents without matching Freshdesk accounts enter a reconciliation queue for manual provisioning before ticket import begins.

Capacity User records classified as requesters or contacts migrate to Freshdesk Contacts. We map name, email, phone, and company association. Freshdesk requires at least 10 tickets in the account before importing contacts via the native import tool; we handle this through API-based migration which does not have this minimum. Date fields must follow YYYY-MM-DD format, which we validate and transform during data extraction from Capacity.

File attachments on Capacity tickets and KB articles migrate to Freshdesk Ticket Attachments. We extract attachment URLs and binary content, then upload to Freshdesk via the API. Large files are validated against Freshdesk's size limits. If a file exceeds the limit, we flag it for manual download and re-upload after migration. Inline images in ticket conversations migrate as separate attachment records linked to the message.

Tags applied to Capacity tickets for categorization migrate as Freshdesk Tags on the corresponding ticket. Tags in Freshdesk are ticket-level labels that agents can filter on. We preserve the tag string exactly as stored in Capacity, noting that Freshdesk tag taxonomies operate as a flat list rather than a hierarchical structure.

Capacity custom fields on tickets and contacts require field-level mapping to Freshdesk Custom Fields. We validate data types during discovery: text, number, date, dropdown, and checkbox fields in Capacity map to Freshdesk equivalents (text, number, date, dropdown, checkbox). Capacity dropdown values that have no equivalent in Freshdesk are flagged for manual value mapping before migration proceeds. Custom fields must be created in Freshdesk before data import; we include field creation as part of the schema setup phase.

Capacity automation rules, routing logic, and workflow triggers are not accessible via API and cannot be migrated programmatically. We document the current automation configuration during discovery (trigger events, conditions, actions) and deliver a written rebuild guide mapping each Capacity rule to Freshdesk's Rule Engine equivalents (SLAs, Ticket Routing Rules, Scenario Automations). The customer's Freshdesk admin rebuilds these post-migration as a manual step outside the migration scope.