Migrate from Deepser to Freshdesk

Deepser Service Requests map to Freshdesk Tickets with a 1:1 field mapping across priority, status, category, assigned agent, requester customer, and timestamps. We preserve the original Deepser ticket ID as a custom field deepser_ticket_id__c for audit traceability. The mapping carries over Deepser's category and subcategory values as Freshdesk ticket custom fields because Freshdesk uses a different taxonomy structure.

Deepser Change Requests carry a change-type classification (Standard, Minor, Major, Emergency) not native to Freshdesk. We map Change Requests to Freshdesk Tickets and add a custom field change_type__c (single-select picklist) carrying the original Deepser value. Approval gate status from Deepser maps to a separate custom field approval_status__c so the migration history is preserved for audit purposes.

Deepser Customers map directly to Freshdesk Contacts. We preserve name, email, phone, company association, and any custom fields defined on the Deepser Customer module. Deepser's company link carries into Freshdesk as the Contact's company relationship. If Deepser uses a company-level contact model, we create a Freshdesk Company first and link the Contact to it.

Deepser Company records map to Freshdesk Company. We preserve company name, domain, and any custom fields. The company hierarchy that tickets reference in Deepser carries as the parent-company relationship in Freshdesk Companies. We deduplicate by company name during staging to avoid duplicate organizations.

Deepser IT Assets (hardware and software with serial number, type, location, assigned user, and lifecycle status) map to Freshdesk Assets. Freshdesk's asset module is available on Estate, Forest, Pro, and Enterprise plans. Asset types and custom properties vary per Deepser installation, so we discover the full custom field schema during scoping and create matching Freshdesk asset custom fields before migration. Lifecycle status values carry as a custom picklist field if Freshdesk's standard lifecycle field does not cover the source taxonomy.

Deepser Agent records (name, email, role, team, active/inactive status) map to Freshdesk Agents. We resolve Deepser agent email addresses against Freshdesk agent provisioning. Deepser requires a minimum of 3 agents, but Freshdesk supports a free Sprout plan for small teams, so we map active/inactive status explicitly and recommend which Deepser agents become Freshdesk agents versus being archived post-migration.

Deepser Custom Fields defined on Service Requests and Change Requests map to Freshdesk custom ticket fields. We discover the full custom field schema per module during scoping, map field types (text, number, date, dropdown, multi-select) to Freshdesk equivalents, and pre-create the fields in Freshdesk before any ticket data loads. Deepser installation-specific field naming is preserved in the Freshdesk field label with a migration note in the field description.

Deepser knowledge base articles (with category and attachment references) map to Freshdesk Solutions. We extract article content from grid export, resolve category mapping to Freshdesk solution categories, and flag visibility settings for explicit review before publishing. Articles with attachments carry the attachment references as migration notes; the actual file attachments require separate handling if stored in Deepser's file module.

Deepser billing modules (line items, worklogs, movements, operational records) linked to tickets carry IT service cost data that may not map directly to Freshdesk's helpdesk model. We map billing line items as custom fields or a custom object depending on the destination Freshdesk plan (Garden and above support custom objects). The customer chooses the strategy during scoping based on whether billing data is used for agent reporting or external invoicing.