Migrate from Desk365 to Freshdesk

Desk365 Tickets migrate directly to Freshdesk Tickets with Status, Priority, Created/Updated timestamps, and Assignee preserved. We extract open tickets first in date order, then closed tickets, so that Freshdesk's ticket IDs sequence naturally from newest to oldest. Custom field values on tickets map to Freshdesk custom ticket fields, which we pre-create with matching field types (text, number, dropdown, date, boolean) before the ticket import phase. Any custom fields in Desk365 that have no Freshdesk equivalent are flagged in the reconciliation report for admin review.

Desk365 Customer records map 1:1 to Freshdesk Contacts. Each Customer's name, email, phone, company association, and language preference migrate. We use email as the dedupe key during import. Freshdesk requires at least 10 tickets to exist in the destination before a contact import will succeed — we seed the destination with a minimal ticket batch first, then import contacts, then load the full ticket history. Inactive or deleted contacts in Desk365 that are flagged as spam are excluded from the migration scope.

Desk365 Agents map to Freshdesk Agents by email lookup. Agent display name, email, department membership, role (Admin/Agent), and active/inactive status migrate. Desk365's department-level access controls translate to Freshdesk's group membership model: we map each Desk365 Department to a Freshdesk Group, then assign each agent to the corresponding group. Role labels (Admin vs Agent) map to Freshdesk's account-level Role configuration. Inactive Desk365 agents are imported as inactive Freshdesk agents with tickets reassigned to an active agent per the customer's preference.

Desk365 Departments map to Freshdesk Groups. The department's access level (global, department-only, agent-only) does not have a direct Freshdesk equivalent, so we document the access configuration for the customer's admin to reapply in Freshdesk's Role and Group settings. Email routing rules tied to departments require manual reconfiguration in Freshdesk's Email Notifications settings post-migration.

Desk365 KB articles migrate to Freshdesk Solutions. We preserve publish status (Draft stays Draft, Published stays Published), article folder/category hierarchy, and author metadata. The Agent-only visibility flag from Desk365 has no Freshdesk equivalent — articles flagged Agent-only in Desk365 land as Draft articles in Freshdesk with a custom property note (agent_only_source__c) flagging their original visibility so the admin can review and publish selectively. Base64-encoded inline images in Desk365 articles are extracted and re-uploaded as Freshdesk attachments to avoid broken image links after the source account expires.

Desk365 SLA Policies (First Response and Resolution time targets per Priority and Business Hours schedule) map to Freshdesk SLA Policies. We create Freshdesk SLA Policies before ticket import and map each Desk365 policy name to a Freshdesk policy with matching time thresholds. The Priority-to-SLA association translates to Freshdesk's 'SLA applicable for' configuration per policy. Business Hours schedules migrate as named Business Hours in Freshdesk.

Each Desk365 Ticket Conversation record — including public replies, internal notes, and system-generated status change events — migrates as a Freshdesk Reply or Note on the corresponding ticket. Conversation ordering is preserved by timestamp. Internal notes from Desk365 map to Freshdesk's internal note type so that agent-only context is not inadvertently exposed as a customer-facing reply.

File attachments on Desk365 tickets (and inline in conversations) are stored as URLs pointing to Desk365 blob storage. We download each file during extraction, verify its MIME type and size, then upload to Freshdesk as an attachment on the target ticket. Files exceeding Freshdesk's 15 MB per-attachment limit are flagged for the customer's admin to host externally and link manually. We preserve the original filename and attachment order within each conversation thread.

Desk365 Tags are flat string labels on tickets. We extract all unique tag values from the ticket history, reapply them to the migrated Freshdesk tickets, and create the corresponding tags in Freshdesk if they do not already exist. Tag colors and categorization metadata from Desk365 do not have a Freshdesk equivalent and are not carried over. Tags used for internal routing or macro identification are flagged in the automation inventory handoff document.

Desk365 custom fields on tickets and customers map to Freshdesk custom ticket fields and custom contact fields respectively. We pre-create the Freshdesk custom fields with matching types before migration and then map field values during the ticket and contact import phases. If Desk365 uses a custom field type not available in Freshdesk (for example, a multi-select text array), we map it to a Free-text field and flag the conversion in the reconciliation report.