Migrate from Desku.io to Freshdesk

Desku Tickets map directly to Freshdesk Tickets. Subject, description, status, priority, and assignee transfer as-is. Desku tags migrate as Freshdesk tags. We resolve the conversation thread as a series of Conversation entries (public replies, private notes) against the Freshdesk requester. The Desku channel source (email, live chat, social) maps to Freshdesk's status and source_type field. Historical timestamps (created_at, updated_at) are preserved in Freshdesk's created_at and updated_at.

Desku Contacts migrate as Freshdesk Requesters. Name, email, phone, company, and custom properties transfer. The Desku contact-to-ticket association is preserved through the Freshdesk requester_id on the target Ticket. Any contacts on Starter tier with no CSAT data move cleanly; CSAT scores migrate as custom fields if the destination is Garden tier or above where CSAT is natively available.

Desku Shared Inboxes group tickets by channel or team. Freshdesk uses Groups for team assignment and Product segments for channel classification. We map each Desku inbox to either a Freshdesk Group or a Product segment, or both, depending on whether the inbox represents a team, a channel, or both. Startup-tier customers are limited to 5 inboxes; we flag any inbox count that exceeds the Freshdesk Group count needed in the destination.

Desku conversation messages migrate as Freshdesk Conversation entries linked to the target Ticket. Agent replies, customer messages, and internal notes each become their own conversation_type in Freshdesk. We preserve the author (agent or requester), the timestamp, and the message body including any inline images as attachments. The sequential ordering of conversation entries is maintained by created_at timestamp.

Desku Knowledge Base articles with sections and categories map to Freshdesk Solution articles organized in categories and folders. We export article content, status (draft or published), and section structure. Desku's nested section hierarchy may need flattening to Freshdesk's two-level folder-category model. The article's URL slug is preserved in a custom field for redirect mapping post-migration.

Desku Agent records (name, email, role, team assignment, Round Robin settings) map to Freshdesk Agent records. We resolve by email match against the Freshdesk agent list. Role mapping: Desku admin maps to Freshdesk Super Admin, agent maps to Agent, viewer maps to Agent (Freshdesk does not have a read-only viewer role by default but this is configurable). Round Robin assignments are noted as a configuration item for the admin to rebuild in Freshdesk's Ticket Assignment rules.

Desku tags migrate as Freshdesk tags with the same label. Tag application to tickets is preserved by mapping the tag names and reapplying them to the corresponding Freshdesk ticket after import. Tags used for automation routing in Desku are flagged as requiring new Freshdesk automation triggers during the rebuild phase.

Desku Automation rules (ticket event triggers, conditions, and actions) are exported as a JSON configuration bundle for the customer's admin to reference during rebuild. Freshdesk's Scenario Automations offer similar event-trigger logic (On Ticket Create, On Ticket Update, On Time, etc.) but use a different condition syntax. The exported JSON serves as a blueprint. This is not an active data migration; it is a configuration inventory delivered as documentation.

Desku Eva chatbot flows built in the drag-and-drop builder are stored as platform-specific JSON configuration and cannot be imported into Freshdesk's Freddy AI Bot builder. We export the flow definitions as a JSON bundle including trigger conditions, decision nodes, message content, and action steps. The customer rebuilds the bot in Freshdesk using Freddy AI Bot, which has its own flow builder. Typical rebuild time is 1-4 hours depending on flow complexity.