Migrate from ClearFeed to Freshdesk

ClearFeed Tickets map to Freshdesk Tickets with a direct 1:1 relationship. Each ClearFeed ticket (e.g., CF-12345) becomes a Freshdesk ticket. We extract ticket ID, title, status, priority, assignee, creation timestamp, and collection ID and write them to Freshdesk fields. The full Slack thread (all messages, attachments, emoji reactions used as ticket actions) migrates as Freshdesk conversation entries: public replies become public comments, and Slack messages marked with the lock emoji (internal notes) become Freshdesk private notes.

ClearFeed custom fields (Single Select, Multi Select, Text) map to Freshdesk custom ticket fields. Field types are preserved by matching the ClearFeed field type to the equivalent Freshdesk field type during schema setup. AI Fields that were auto-populated by ClearFeed's language model migrate with their extracted values preserved as static field values in Freshdesk. The AI extraction logic itself does not replicate in Freshdesk; we flag these fields in the migration manifest for the customer's admin to configure Freshdesk's Freddy AI or equivalent if automation is desired.

ClearFeed Collections group related tickets by product line, team, or region. We map each ticket's collection_id to a Freshdesk Group, preserving collection names as Group names. Groups are created before ticket migration so that Freshdesk group_id can be resolved on each ticket record. If the customer used Collections as an organizational layer rather than a routing layer, we offer an alternative mapping to Freshdesk Product or Ticket Category depending on the customer's use case.

ClearFeed agents map to Freshdesk agents by email match. We extract agent display names, emails, and role flags from ClearFeed and write them to Freshdesk agent records. Role and permission hierarchies differ between the platforms; we map ClearFeed Responder role to Freshdesk Agent permission and map any Admin-level agents to Freshdesk Admin. Agents without Freshdesk accounts go to a reconciliation queue for the customer's admin to provision before record migration continues.

ClearFeed Request Channels (Slack channels where incoming requests are captured) are Slack-native constructs that have no direct Freshdesk equivalent. We preserve Request Channel membership as a custom text field on each Freshdesk ticket, storing the channel name as metadata. This allows the customer's team to understand which Slack channel originated each ticket and to reconstruct channel-based routing logic manually in Freshdesk if needed.

ClearFeed ticket tags migrate as Freshdesk Tags. Tags are stored as an array on each ticket record and are preserved in their original form. Freshdesk supports tag creation during import, so we create all unique tags in Freshdesk before the ticket migration phase begins and reference them by name on each ticket record.

SLA rules and metrics from ClearFeed Internal Helpdesk and External Helpdesk migrate as Freshdesk SLA Policies. Each ClearFeed SLA configuration (first response time, resolution time, escalation triggers) maps to a Freshdesk SLA Policy attached to the relevant Group or Ticket Type. We flag Integrations Edition accounts explicitly: SLA data is not owned by ClearFeed in that tier and will not be present in the export. The customer must configure SLA Policies from scratch in Freshdesk for Integrations Edition migrations.

Each Slack thread entry on a ClearFeed ticket migrates as a Freshdesk conversation entry. Public Slack messages become public Freshdesk notes; lock-emoji messages become private Freshdesk notes. We preserve the chronological order of the conversation by setting Freshdesk incoming_timestamp to the original Slack message timestamp. Attachment references migrate as Freshdesk attachment records linked to the conversation entry. This is the highest-volume migration step and requires chunked API writes against Freshdesk's per-domain rate limit.

ClearFeed Forms (used to capture structured request data and auto-fill ticket fields) do not have a direct migration path to Freshdesk Forms. We export the form field definitions and their mappings as a written configuration document. Form fields that map to Freshdesk standard fields (Priority, Source) are recreated manually in Freshdesk; all other field mappings require the customer to configure Freshdesk Forms post-migration.