Migrate from Crisp to Freshdesk

Crisp Conversations map to Freshdesk Tickets. The Crisp state field (open, pending, resolved, closed) maps to Freshdesk status values (open, pending, resolved, closed). The Crisp channel (chat, email, WhatsApp) maps to Freshdesk type or source field depending on the customer's naming convention. The Crisp created_at timestamp preserves as the Freshdesk created_at. Operator assignments migrate as Freshdesk agent assignments via email-matched resolution.

Crisp Messages nested inside Conversations map to Freshdesk Ticket Comments in chronological order. The author metadata (operator vs visitor) maps to comment type (reply vs note) in Freshdesk. Attachment URLs preserve and we re-upload files to Freshdesk's attachment storage during migration so that inline images and file links remain functional after cutover.

Crisp Contacts (available from Essentials tier upward) map directly to Freshdesk Contacts. Standard fields (email, name, phone) migrate to Freshdesk equivalents. Crisp custom properties map to Freshdesk custom contact fields, which must be pre-created in Freshdesk before migration. API-based export from Crisp is used for Free/Mini accounts where the UI export is not available. Contact deduplication uses email as the unique key.

Crisp Companies stored in the CRM module map to Freshdesk Companies. The Crisp company name becomes Freshdesk Company name, domain becomes the website field, and any custom properties map to Freshdesk custom company fields. Company-Contact relationships are preserved as Freshdesk Company-Contact lookups at migration time.

Crisp Operators map to Freshdesk Agents resolved by email match. The Crisp operator role (admin, normal) maps to Freshdesk agent groups and permissions. If the Crisp operator count exceeds the destination Freshdesk plan seat limit, we flag the discrepancy and the customer decides whether to deactivate operators before migration or upgrade the destination plan.

Crisp Tags applied to Conversations carry over as Freshdesk Ticket Tags. We extract the full tag list from Crisp and bulk-associate them with migrated Tickets. Tag normalization (lowercase, trim whitespace) is applied during migration to prevent duplicate tags from inconsistent casing.

Crisp Segments (dynamic Contact filters defined on Essentials+) are exported as structured rule metadata. Freshdesk does not have an equivalent dynamic segment object, so we preserve the segment rules as a written configuration document and recommend converting them to Freshdesk Saved Filters or Smart Views with equivalent filter criteria.

Crisp Canned Responses migrate to Freshdesk Saved Replies. Crisp uses %placeholder% variable syntax (e.g., %session.nickname%). Freshdesk Saved Replies use {{ticket.sender.name}} and similar Liquid-style variables. We export Canned Responses as plain text with placeholders intact and flag them for manual adaptation to Freshdesk's variable format post-migration.

Crisp Websites (configured chat widgets tied to a domain) do not have a direct Freshdesk equivalent because Freshdesk is not a chat widget platform. We extract the Website configuration as a written snapshot for documentation purposes. The customer may use Freshdesk's Products object as an organizational container if they support multiple product lines, or use Freshdesk Groups to replicate the website-team assignment.

Crisp Message attachments are stored as URLs pointing to Crisp file storage. We download each attachment and re-upload to Freshdesk's attachment storage during migration, preserving the original filename and file type. The Freshdesk attachment is linked to the target Ticket Comment so that inline images and file links remain functional after cutover.