Migrate from ConnectWise PSA to Freshdesk

ConnectWise tickets map directly to Freshdesk tickets. Each ticket's summary becomes the Freshdesk subject, the body becomes the conversation description, and the current status maps to Freshdesk's Open/Pending/Resolved/Closed states. Original ticket number stored in a custom field for traceability and audit trail. Closed and archived tickets are migrated based on your retention policy preferences.

ConnectWise companies map 1:1 to Freshdesk companies. Company name, address, phone, website, industry, annual revenue, and all custom fields carry over. Multi-location companies in ConnectWise collapse to the primary address unless separate Freshdesk company records are specified per location during the mapping phase.

ConnectWise contacts (sub-contacts under companies) map to Freshdesk contacts. Email, first name, last name, phone, mobile, title, and address fields map directly with field-level precision. ConnectWise contact type (employee vs. customer) can be preserved in a custom field or used to filter which contacts migrate to Freshdesk.

ConnectWise members (technicians) map to Freshdesk agents by email match for identity resolution. Agent groups in ConnectWise map to Freshdesk groups to preserve team structures. Unmatched members are flagged before migration starts — Freshdesk agent accounts must be provisioned first or records assigned to a fallback agent.

ConnectWise products (billable items and services) map to Freshdesk products for accurate product-aware ticket views. Product name, SKU, description, and unit price carry over. Products used for ticket categorization in ConnectWise require a matching Freshdesk product record to enable the product-aware ticket view after migration.

ConnectWise service boards (configurable buckets for ticket routing) have no direct Freshdesk equivalent. FlitStack maps each board to a Freshdesk group for agent routing plus a custom ticket field (Service Board Origin) to preserve the source board reference in Freshdesk tickets.

ConnectWise allows custom ticket statuses per board. Each custom status name maps to Freshdesk's fixed status options (Open, Pending, Resolved, Closed) by closest semantic match. Custom status colors and ordering are lost — Freshdesk does not support custom status labels.

ConnectWise service tier (1–5) maps to Freshdesk priority (Urgent = 1, High = 2, Medium = 3, Low = 4–5). The mapping is configurable — your team chooses which ConnectWise tiers map to which Freshdesk priority level based on your SLA targets.

ConnectWise SLA configurations (calendar-aware escalation rules linked to agreements) have no direct Freshdesk equivalent. These must be rebuilt in Freshdesk as SLA policies. FlitStack documents your ConnectWise SLA rules during the discovery phase and produces an SLA policy specification for Freshdesk configuration before data lands.

ConnectWise time entries linked to tickets do not have a Freshdesk native equivalent (Freshdesk time tracking is an addon with a different data model). FlitStack preserves the most recent time entry note as a custom field on the Freshdesk ticket for reference, but billing-rate time tracking must be rebuilt in Freshdesk's time tracking module.

ConnectWise agreements (service contracts with SLA rules, billing terms, and auto-renewal settings) have no Freshdesk native equivalent. Agreement name, type, expiration date, and billing rate are preserved as custom fields on the associated Freshdesk company record. SLA entitlements from agreements must be manually rebuilt as Freshdesk SLA policies post-migration.

ConnectWise ticket-level custom fields map to Freshdesk ticket custom fields. Each custom field must be created in Freshdesk Admin > Support Operations > Ticket Fields before migration. FlitStack delivers a field creation checklist with field type recommendations based on the source field data types.

ConnectWise ticket attachments re-upload to Freshdesk ticket conversations as inline files or linked attachments. File size limits apply (Freshdesk supports attachments up to 40MB per file). Inline images embedded in notes are downloaded and rehosted as Freshdesk attachments to preserve the visual context of ticket communications.

ConnectWise knowledge base articles (if accessible via export) map to Freshdesk knowledge base articles with full article content and formatting preserved. Category structure and folder hierarchy map to Freshdesk categories and folders. Articles with restricted visibility require Freshdesk portal permission configuration post-migration to maintain access controls.

ConnectWise projects and project tracks have no Freshdesk native equivalent. If project data must be preserved, FlitStack can create a Freshdesk custom object (Pro/Enterprise plans) to store project name, status, and linked ticket references. Otherwise, project records require a separate archival solution.