Migrate from Chat2Desk to Freshdesk

Chat2Desk Client records map to Freshdesk Contact. The client's name, phone, email, and messenger identifiers (WhatsApp number, Telegram handle, Instagram username) migrate as standard Contact fields and custom fields respectively. Any custom properties on the Chat2Desk Client require pre-migration field creation in Freshdesk. We use the messenger identifier as the dedupe key to avoid duplicate contacts when the same person contacted through multiple channels.

Chat2Desk Message records become Freshdesk Tickets with threaded Conversations. The first message from a Client creates a Freshdesk Ticket; all subsequent messages from both the Client and the Operator create Conversation records within that Ticket. We preserve original timestamps, message direction (inbound/outbound), and the operator_id linking each reply to the correct Freshdesk Agent. Attachments migrate as Freshdesk Ticket attachments linked to the Conversation record.

Each Chat2Desk Channel (WhatsApp Business API, Telegram bot, Instagram, Viber, Facebook Messenger, online chat) maps to a Freshdesk tag with a consistent naming convention (channel_whatsapp, channel_telegram, channel_instagram) plus the Freshdesk Conversation source field value. This preserves channel-of-origin context in Freshdesk's native conversation list grouped by source. Multiple channels on a single Ticket result in multiple tags.

Chat2Desk Operator records map to Freshdesk Agent accounts. We resolve by email match. Any Chat2Desk Operator without a matching Freshdesk Agent account enters a reconciliation queue for the customer to provision before record import resumes, because Freshdesk Conversation agent associations require a valid Agent record.

Chat2Desk Departments organize operators and routing rules. Freshdesk uses Teams to group Agents. We map department names to Freshdesk Teams, but routing rules that depend on Chat2Desk's department assignments do not transfer as logic. We provide a written inventory of active routing rules for the customer to rebuild in Freshdesk Automations or Freshdesk Omni AI routing.

Chat2Desk Sales Funnels are pipeline-style workflows for tracking leads through stages. Freshdesk does not have an equivalent funnel object, but Funnel stages can map to a custom Ticket field (e.g., funnel_stage__c as a picklist) or use Freshdesk Ticket Custom Fields to capture funnel position. Stage history within a funnel is not natively supported; we map the most recent stage as the field value and flag this limitation in the mapping documentation.

Chat2Desk Message Templates (macros and response templates) export as content. Freshdesk Canned Responses store template text and shortcodes per Agent. We export template content and name, then load into Freshdesk Canned Responses grouped by the original Chat2Desk category. Note that WhatsApp Business API templates require separate Meta Business Manager approval in Freshdesk's WhatsApp channel, which is outside the migration scope.

Chat2Desk Knowledge Base articles export with their category structure. Freshdesk Solutions stores articles grouped by Category. We migrate article title, body content, and category assignments. Formatting differences (Chat2Desk's editor versus Freshdesk's HTML-based editor) may require minor post-migration review for complex layouts. Articles used exclusively by Chat2Desk's chatbot auto-reply logic will need reassignment to Freshdesk Automations after migration.

File attachments sent within Chat2Desk conversations are downloaded from the messages API and re-uploaded to Freshdesk Tickets as attachments on the corresponding Conversation record. We preserve original file names and associate attachments to the correct message in the conversation thread. Large attachment volumes (over 5 GB total) require additional staging and chunked upload handling.

Tags applied to Chat2Desk Conversations or Clients migrate as Freshdesk Tags. Tag naming conventions may differ; we apply a normalization pass (lowercase, hyphen-separated) during transform to ensure Freshdesk tag consistency. Tags used for internal routing or categorization in Chat2Desk may need reassignment in Freshdesk's tag management interface post-migration.