Migrate from DeskDay to Freshdesk

DeskDay stores tickets as conversational threads with a flat message array. Freshdesk separates ticket metadata (subject, status, priority, requester, assignee) from conversation records (reply, note, rating). We parse each DeskDay thread during extraction, split messages into Freshdesk conversation types based on internal flags (agent responses become reply, internal notes become note), and write them to Freshdesk's /conversations endpoint after the parent ticket is created. Thread ordering is preserved using Freshdesk's created_at timestamp.

DeskDay end-user contact records migrate to Freshdesk Contacts with full name, email, phone, and address preserved. We map the DeskDay company association to Freshdesk's company_id field after resolving the target Company record. Contact deduplication uses email as the unique key with a pre-check against existing Freshdesk contacts.

DeskDay's MSP client organizations map to Freshdesk Companies. The organization name, SLA tier, and any custom SLA mapping fields migrate as Company custom fields. Each Company is created before Contact migration so the company_id lookup is satisfied at the moment of Contact insert. Service tier or SLA association from DeskDay becomes a Freshdesk custom field rather than a native SLA policy assignment.

DeskDay agent records migrate to Freshdesk Agents with name, email, and role preserved. Team assignments from DeskDay map to Freshdesk Groups, and we preserve the group_id reference so ticket assignments resolve correctly after migration. Any agent without a matching Freshdesk user account goes to a reconciliation queue for the customer's admin to provision before record import resumes.

DeskDay team structures map directly to Freshdesk Groups. We preserve team names, descriptions, and membership (agent-to-group assignments) so ticket routing rules that reference groups resolve correctly in Freshdesk. Group creation happens before agent migration to satisfy group_id references.

DeskDay custom ticket fields migrate as Freshdesk custom ticket fields. We extract the field definitions from DeskDay, map field types to Freshdesk equivalents (text, number, date, dropdown, checkbox), and create the destination field schema before any ticket records import. Any DeskDay custom field without a direct Freshdesk type equivalent is flagged for manual verification and mapped to a text field with a note in the migration manifest.

Tags applied to DeskDay tickets migrate as Freshdesk ticket tags. We preserve tag names as flat string arrays on the Freshdesk ticket record. Tag taxonomy (if organized into categories in DeskDay) does not migrate as a hierarchical structure because Freshdesk supports flat tag lists only.

DeskDay stores file attachments on tickets using internal cloud URLs that are not portable between platforms. We download all ticket attachments to local storage, re-upload them to Freshdesk's attachment endpoint, and update the conversation record with the new Freshdesk attachment reference. This adds processing time proportional to total attachment volume. We recommend planning attachment-heavy migrations with additional timeline buffer.

DeskDay SLA configurations migrate as Freshdesk SLA Policies. The SLA name, applicable hours (business hours definition), and escalation targets transfer to Freshdesk's SLA policy structure. SLA targets tied to DeskDay custom date fields require field remapping to Freshdesk custom fields in the destination schema before SLA policy creation. Any DeskDay SLA using features not yet available in Freshdesk is flagged with a note for the customer's admin to review.

DeskDay Knowledge Base articles migrate to Freshdesk Solutions articles. Article title, content, category assignments, and publication status transfer. Article view counts, feedback ratings, and internal publication metadata from DeskDay may require manual verification post-import because these metadata fields vary in how platforms expose them. Freshdesk Solutions sections are created before article migration to satisfy section_id references.