Migrate from CX Genie to Freshdesk

CX Genie Tickets map directly to Freshdesk Ticket records. Ticket fields transferring include: status (open, pending, resolved, closed mapping to Freshdesk ticket status), priority (low/normal/high/urgent), assignee (resolved by email match to Freshdesk Agent), created_at timestamp, and resolution timestamp. CX Genie custom ticket properties cannot be extracted due to undocumented schema; we flag any customer-configured custom fields during scoping so the admin can recreate them in Freshdesk before migration.

CX Genie Conversation message arrays map to Freshdesk Ticket Conversations. Each message transfers with: sender type (customer/agent/bot), message content, timestamp, and attachment URLs. Freshdesk stores conversation as threaded entries on the Ticket object. Parent Ticket ID is resolved at import time. We process conversation records in chronological order and assign the appropriate conversation_type field (response or note) based on the CX Genie sender role.

CX Genie Help Center articles map to Freshdesk Solutions articles. Article content, title, status (draft/published), and author transfer. Article-to-category assignments require field mapping during scoping because CX Genie category structure may not map directly to Freshdesk category taxonomy. We preserve multilingual article content as separate article versions in Freshdesk. Articles that reference internal CX Genie AI Agent context (e.g., 'answered by AI Agent') are flagged for manual review because Freshdesk Solutions does not have a native AI attribution model.

CX Genie Teams map to Freshdesk Groups. Group name and member list transfer directly. Group-level SLA assignments and escalation rules do not transfer; we document these in the migration runbook for the customer's admin to reconfigure in Freshdesk Admin > Groups.

CX Genie Agent user accounts map to Freshdesk Agents. We extract agent name, email, role (admin/agent), and any agent-specific settings. Active/inactive status transfers. Agent passwords do not transfer for security reasons; the customer's admin provisions Freshdesk login credentials and sends invitation emails post-migration. Agent skill tags in CX Genie map to Freshdesk Agent Skills if the Team/Omni plan is in use.

CX Genie AI Agent configurations (prompt templates, intent detection rules, fallback-to-human settings, assigned channels) do not have a direct Freshdesk equivalent. We extract the AI Agent manifest as structured JSON and produce a written document describing each agent's purpose, trigger intents, response logic, escalation rules, and channel assignments. The customer's admin uses this document to configure Freddy Copilot agent suggestions and Freshbots in Freshdesk. This is a rebuild, not an import.

CX Genie Workflow logic trees (trigger conditions, branching nodes, action nodes) are not exportable in a machine-readable format. We produce a written inventory of every active workflow with: trigger event, condition tree, action sequence, and the channel(s) it applies to. Freshdesk automation rules and scenario automations are rebuilt by the customer's admin using the documented workflow logic. Workflows that depend on CX Genie's intent detection engine cannot be directly replicated in Freshdesk without manual design work.

CX Genie channel connections (WhatsApp Business, Facebook Messenger, Telegram, website embed) store OAuth tokens and API keys that are not exportable. We document the channel type, linked AI Agent, and any channel-specific settings from the CX Genie configuration. The customer's admin reconnects each channel in Freshdesk Admin > Channels using the same credentials. WhatsApp Business requires re-verification through Meta Business Manager. This step is not automated.