Migrate from ConSol*CM to Freshdesk

ConSol*CM Requests map directly to Freshdesk Tickets. The Request status field maps to Freshdesk Ticket status values (Open, Pending, Resolved, Closed). Custom field groups on Requests require field-by-field mapping during the discovery dry-run with customer sign-off before committing to migration. We preserve the original ConSol*CM Request ID in a custom field for audit traceability.

ConSol*CM Contacts map to Freshdesk Customers. The extensible Contact model with custom field groups requires a field-level inventory extracted from ConSol*CM's system documentation export. We map each custom field to either a Freshdesk native Customer field (if semantically equivalent) or a Freshdesk custom field on Blossom and above. Contacts without an email address are flagged as they cannot receive Freshdesk portal invitations.

ConSol*CM Resources (internal staff or system entities) map to Freshdesk Agents by email match. Resource assignments on Requests (owner/responsible party) remap to Freshdesk agent_id during Ticket import. Any Resource without a matching Freshdesk Agent email is held in a reconciliation queue for the customer's admin to provision before record import resumes.

ConSol*CM Conversations linked to Requests migrate as Freshdesk Ticket Conversations. We preserve timestamps, author attribution (agent vs requester), internal/external flags, and message body content. HTML-formatted messages are stripped to plain text or converted to Freshdesk's supported markup during the transform phase.

File attachments associated with Requests and Contacts download from ConSol*CM and re-upload to Freshdesk via the Freshdesk API. We handle filename deduplication by appending a timestamp suffix when duplicate filenames are encountered. Freshdesk's per-plan attachment size limits (10 MB standard, higher on Enterprise) are enforced during the upload phase.

Tags on Requests and Contacts export as flat lists and import directly to Freshdesk Tags. Tag naming conflicts (duplicate tag names) are resolved by prefixing the source object type during import. Freshdesk does not support hierarchical tags; any nested tag structures in ConSol*CM flatten to a single-level tag list.

ConSol*CM KB articles export with content and metadata (title, author, created date, modified date). Article category hierarchy requires manual mapping to Freshdesk's Knowledge Base folder structure. We extract article content as HTML and import to Freshdesk Articles within the corresponding category. Agents and customer portal visibility settings map to Freshdesk's article permissions model.

ConSol*CM Team structures map to Freshdesk Groups. Team-to-agent assignments preserve during migration. Permission model differences are flagged: ConSol*CM uses role-based access on field groups while Freshdesk uses agent profiles and permission sets for Group access. We document the permission gap for the customer's admin to address post-migration.

ConSol*CM Workflow configurations (activities, conditions, decision branches) are not API-exportable and do not migrate as code. We extract the workflow logic documentation from ConSol*CM's system export and deliver a written workflow inventory describing each workflow's trigger, conditions, actions, and recommended Freshdesk Automation Rules or Freddy Copilot equivalent. The customer's admin rebuilds the automations post-migration.