Migrate from Deskero to Freshdesk

Deskero Tickets map to Freshdesk Conversations. The ticket subject becomes the Freshdesk conversation subject, Deskero status (open, pending, resolved, closed) maps to Freshdesk status (open, pending, resolved, closed, or custom status values if configured), priority maps to priority, and assignee resolves by matching the Deskero agent email against a Freshdesk agent provisioned before migration. Thread history migrates as conversation parts in chronological order. We extract attachments from ticket threads and re-upload to Freshdesk as conversation attachments via the Freshdesk Attachments API.

Deskero Customer records map to Freshdesk Contacts. Name, email, phone, and company association transfer directly. The Deskero Preferred Client boolean flag maps to a Freshdesk custom contact field (preferred_client__c) as a checkbox. If Deskero customer records contain company associations, we create Freshdesk Companies from unique company names and link Contacts via the company_id lookup before Contact import.

Deskero KB articles map to Freshdesk Solutions. Article title, body content, category, and published status transfer. Deskero article-to-ticket linkages (where an agent linked a KB article to a ticket for reference) are preserved by adding the article ID to a custom field on the target Freshdesk conversation if the destination field exists. Category hierarchy from Deskero maps to Freshdesk folder and category structure; we rebuild the hierarchy manually if the CSV export does not preserve parent-child relationships in a machine-readable format.

Deskero Canned Answers map to Freshdesk Templates. Template name, content body, and category grouping transfer. Freshdesk Templates support dynamic placeholder variables ({{ticket.id}}, {{customer.name}}) that Deskero canned answers do not; we document where the customer should add placeholders post-migration. Templates are not linked to specific tickets and are imported as global templates before ticket history is processed.

Deskero tags applied across tickets and customers transfer as Freshdesk tags. Tag strings and their associations to individual records migrate, preserving the tag distribution across the contact and ticket populations. Freshdesk tags have a 32-character limit; we truncate any Deskero tags exceeding this length and append a suffix for disambiguation. Tag count per record is preserved by the association migration.

Deskero ticket custom fields map to Freshdesk custom conversation fields. We request a complete inventory of Deskero custom fields during scoping (since no public schema exists) and map each field individually by type: Deskero text fields become Freshdesk text fields, dropdowns become Freshdesk dropdowns, checkboxes become Freshdesk checkboxes. Freshdesk requires custom fields to be created in the destination admin panel before import; we coordinate this schema creation as a pre-migration configuration step.

Deskero customer custom fields map to Freshdesk custom contact fields separately from ticket custom fields. Since Deskero allows independent custom field definitions on Ticket and Customer objects, we inventory both sets during scoping and create destination fields on the corresponding Freshdesk object types. Field names that collide between the two sets (same name used on both Ticket and Customer in Deskero) are prefixed with ticket_ or contact_ in Freshdesk to avoid collision.

Deskero social monitor mentions that are linked to a support ticket migrate as Freshdesk conversations linked to the corresponding contact. Mentions that are not linked to any ticket are flagged during scoping for customer decision: import as standalone Freshdesk conversations, merge into existing tickets, or exclude from migration scope. This decision point must be resolved before the import pass begins because it determines whether these records enter the migration queue.