Migrate from Deskhero to Freshdesk

Deskhero Tickets map directly to Freshdesk Tickets with status, priority, created_at, updated_at, and assignee preserved. Deskhero ticket ID is stored in a custom field deskhero_id__c for audit traceability. Priority values (low, medium, high, urgent) map directly to Freshdesk's priority integers. Custom ticket field values migrate as key-value pairs to Freshdesk custom ticket fields created in advance during schema design. Deskhero Groups assigned to tickets resolve to Freshdesk Team IDs via the group-to-team mapping established during discovery.

Deskhero conversation messages map to Freshdesk Ticket Conversations with author, timestamp, body content, attachments, and internal/external flags preserved. Each conversation belongs to the parent Deskhero ticket which maps to the Freshdesk ticket created in the prior phase. Agent replies and customer messages are distinguished using the Deskhero message type field and written to Freshdesk's conversation author_type field.

Deskhero knowledge base articles migrate to Freshdesk Solution Articles under their corresponding category folder. Article sections, body content, attachment references, and publication status transfer directly. If Deskhero articles were built from scraped web pages, the scraped content migrates as article body text; the destination must re-establish any scraping pipeline. Freshdesk's Sprout tier includes 1 public portal article; higher tiers support private articles and multiple portals.

Deskhero customer contacts migrate to Freshdesk Contacts with name, email, phone, and custom field values preserved. Email address is used as the dedupe key. If Deskhero stored company associations on contacts, the company data migrates to Freshdesk Companies and is linked via the Contacts page layout lookup.

Deskhero company records (if present) migrate to Freshdesk Companies. Company name, domain, and any custom fields transfer. Freshdesk companies are optional but recommended for cross-contact reporting and account-level ticket grouping.

Deskhero Groups define team routing and agent permissions. We map Group definitions and their agent membership lists to Freshdesk Teams and Agent permissions. Group names become Team names; group membership maps to Freshdesk's agent-to-team assignment. If the destination uses Freshdesk's role-based model without explicit teams, we map group membership to Role definitions and document the mapping for the customer's admin.

Deskhero supports up to 100 (Small) or 250 (Large) custom fields across tickets and contacts. We migrate custom field definitions and their current per-record values. Field type mapping from Deskhero to Freshdesk depends on the field type: text maps to single_line, number to number, date to date, dropdown to dropdown, and checkbox to checkbox. We pre-create all custom fields in Freshdesk during the schema design phase before any data import begins. Freshdesk Sprout does not include API access for programmatic custom field creation; field setup on Sprout requires manual UI configuration or a Blossom plan upgrade.

Deskhero Lists with up to 5,000 or 10,000 entries (depending on tier) represent segmentation objects tied to customer records by email or customer ID. We migrate list entry records as Freshdesk Tags on the associated Contact or Ticket. List definitions are preserved as documentation. Tags provide the equivalent segmentation capability in Freshdesk for filtering and routing tickets by customer segment.

Deskhero Forms generate tickets from web submissions. We migrate form field structures as documentation and the submitted records as Tickets in Freshdesk with form field values stored in the corresponding custom ticket fields. If the destination supports Freshdesk's native Forms product, the customer's admin rebuilds the form UI post-migration; form submissions migrate as historical ticket data only.