Migrate from ChannelReply to Freshdesk

ChannelReply tickets are Freshdesk tickets by definition, since ChannelReply delivers all marketplace messages into the connected Freshdesk instance. We extract every ticket by status (Open, Pending, Resolved, Closed) and all associated conversation records via Freshdesk's Tickets API. The ticket subject, body, requester email, assigned agent, group, priority, and status map directly. Marketplace metadata lives as separate custom field values rather than inside the ticket body.

ChannelReply threads customer messages and agent replies into a single chronological Freshdesk conversation. We preserve the full message chain with timestamps and author attribution (customer vs agent vs ChannelReply system). Each Freshdesk conversation note is written via the Conversations API with the source channel recorded so the migration admin can audit channel distribution post-migration.

ChannelReply pushes order-level data into Freshdesk custom fields: Item Title, Order ID, Order Status, Order Total, Customer Name, Shipping Address, Buyer Location, SKU, Shipping Fee, Payment Method, Tracking Number, and over 40 additional fields for Back Market and Newegg. We pre-create these as Freshdesk custom ticket fields of the appropriate type (text, number, dropdown, checkbox) before migration, then populate them per ticket from the ChannelReply export. Some fields like Order Status require value normalization since marketplace status strings differ across Amazon, eBay, Walmart, and Etsy.

ChannelReply applies marketplace-specific tags to tickets to identify the message source channel (Amazon MWS/SP-API, eBay, Walmart, Etsy, Back Market, Newegg, Shopify email, WooCommerce). We preserve these as Freshdesk ticket labels. Labels are created in Freshdesk's label registry before migration. If the customer has custom ChannelReply tags beyond marketplace source, we map them to Freshdesk labels using a tag inventory generated during scoping.

ChannelReply delivers Shopify messages through standard email rather than the Shopify API, which threads them through Freshdesk's native email handler without ChannelReply's order metadata enrichment. These records lack the ChannelReply custom field data (SKU, Order ID, Item Title) available for API-delivered messages. We flag Shopify as a separate migration channel during scoping, process its email records as standard Freshdesk email-to-ticket imports, and document which ticket IDs lack marketplace enrichment so the admin can reconnect Shopify data after migration.

ChannelReply enriches each ticket with structured buyer and order data sourced from marketplace APIs: buyer name, buyer user ID, shipping address, payment method, item SKU, listing ASIN, tracking URL, and Back Market BackCare status. Since Freshdesk has no native Order object, this data lives as custom field values attached to each ticket. We preserve the complete structured payload as typed Freshdesk custom fields so agents retain the same sidebar context they had in ChannelReply.

ChannelReply enables in-ticket actions: Amazon Mark as No Response, eBay Resolution Center cases, Etsy shipping uploads, Walmart refunds on returns, and Shopify full or partial refunds. These action logs are recorded in the ticket history as system notes. We preserve all action notes as Freshdesk conversation entries (note type, not reply) so the full resolution context stays attached to the ticket after migration.

ChannelReply stores per-marketplace and per-account agent signatures as configuration data. These cannot be exported via API; they must be re-entered manually in Freshdesk's productivity settings or Helpdesk Admin panel. We deliver a signature inventory showing each marketplace account's active signature, agent name, and signature body so the Freshdesk admin can recreate them post-migration.