Migrate from Deskpro to Freshdesk

Deskpro Tickets map directly to Freshdesk Tickets with status, priority, source, and assignee preserved. Custom fields on tickets are discovered via the Deskpro reports API using a custom-field prefix, and the field schema (IDs, types, labels) is captured before mapping begins. Custom field values are written to Freshdesk custom ticket fields of matching type. Tag assignments transfer to Freshdesk Tags, with the tag vocabulary created in Freshdesk at import time. Attachments follow a two-stage path: downloaded to a staging bucket from Deskpro, then uploaded to Freshdesk's file storage, with files exceeding Freshdesk's 15-20 MB ceiling chunked or flagged for manual handling.

Deskpro Peoples (individual customers or end-users) map to Freshdesk Contacts. Email, phone, name, language, and timezone transfer directly. Custom fields on Peoples discovered via the reports API migrate to Freshdesk Contact custom fields. Any Peoples without a primary email address are flagged for admin review because Freshdesk Contacts require a valid email for the contact to be actionable in the system.

Deskpro Organizations map to Freshdesk's company field on the Contact object. An Organization record in Deskpro becomes the company name on one or more related Contacts in Freshdesk. Because Freshdesk does not have a separate Organizations object, the Organization's own address, domain, and custom fields are appended as note text or mapped to Contact custom fields. We flag this schema change during scoping because it flattens Deskpro's distinct People/Organization hierarchy. The relationship graph (which Peoples belong to which Organizations) is preserved through the Contact company field linkage.

Deskpro Agents map to Freshdesk Agents with name, email, role, group assignment, and department preserved. Agent role mapping uses Deskpro's agent_role field mapped to Freshdesk's Agent Role setting. Departments in Deskpro are reviewed during scoping: if the department list in Deskpro exceeds what Freshdesk groups can represent, department names are stored as a custom field on the agent record. Agent language and timezone preferences transfer to Freshdesk agent profile settings.

Deskpro Labels (applied to tickets) map to Freshdesk Tags using a flat name-for-name translation. Freshdesk enforces a 32-character limit on tag names; any Deskpro label exceeding 32 characters is truncated to the first 32 characters and flagged in the migration report. The tag vocabulary is created in Freshdesk before ticket import so that tag assignments resolve at insert time rather than requiring a post-import reconciliation pass.

Deskpro Folders map to Freshdesk Categories. Folder-level publish status and permission settings (if any) are noted and flagged because Freshdesk Categories do not support granular permission controls at the category level. Folder names with special characters are sanitized to comply with Freshdesk's category naming constraints.

Deskpro's Folders/Sections two-tier hierarchy collapses into Freshdesk's single-tier Categories/Articles structure. Deskpro Sections become top-level articles with their name used as the article title, and the Section's parent Folder name is stored as the Freshdesk Category. Any Section-level permissions are lost in this collapse and are flagged in the migration report for the customer to reconfigure manually in Freshdesk's category settings.

Deskpro Articles map to Freshdesk Solution Articles with title, body content, publish status, author attribution, and available language variants preserved. Article attachments download to a staging bucket and re-upload to Freshdesk as article file attachments. Multi-language articles are handled by creating one Freshdesk article per language variant, linked by the original article ID stored in a custom field. Internal hyperlinks between articles are flagged for post-migration manual audit because Freshdesk assigns new article IDs that break the original URLs.