Migrate from Dixa to Freshdesk

Dixa Conversations map directly to Freshdesk Tickets. Each Conversation carries a unique conversation_id that we use as the dedupe key during import, preventing duplicate tickets if the migration runs a trial before full cutover. Conversation status (open, pending, resolved, closed) maps to Freshdesk Ticket status values; if Dixa uses custom statuses, we create matching Freshdesk custom status options before migration. The original conversation_id is preserved in a custom field dla_original_conversation_id__c on the Freshdesk Ticket for audit trail.

Dixa Messages are children of Conversations and export separately via the Exports API with a parent conversation_id reference. We join Messages to Conversations during migration staging, then write them as Freshdesk Ticket conversations (Reply for agent-to-customer and Public Note for internal context). The message author and timestamp are preserved. If Dixa Messages contain internal notes versus customer-facing replies, we separate them into Freshdesk's internal_notes versus reply type.

Dixa Customer profiles (including conversation history timeline, order history where integrated, and custom properties) map to Freshdesk Contact. The customer email address serves as the dedupe key. Any custom properties on the Dixa Customer profile are mapped to Freshdesk Contact custom fields, which we create before migration begins. Dixa customer priority flags require explicit mapping to Freshdesk Contact business fields or custom fields based on the customer's preferred representation.

Dixa Agent records (name, email, presence status, role) map to Freshdesk Agent accounts. We resolve each Dixa agent by email against Freshdesk User accounts. Agents without matching Freshdesk User accounts are held in a reconciliation queue for the customer's admin to provision before record import resumes, because Freshdesk requires a valid Agent reference on Ticket creation.

Dixa Teams are organizational units that group agents and own routing queues. Team names and structures export cleanly and map to Freshdesk Groups. Team-level SLA settings, operating hours, and queue configurations are Dixa-configured and not accessible via the Exports API; these are documented during scoping and recreated in Freshdesk as Group settings post-migration.

Dixa unifies Phone, Email, Chat, Facebook Messenger, Instagram, Twitter, and WhatsApp as a channel field on each Conversation. Channel type maps to Freshdesk Ticket source (email, phone, chat, Facebook, Twitter, WhatsApp, marketplace). This mapping is explicit because Dixa stores channel as a single field value and Freshdesk uses an enumerated source field.

Dixa auto-tags every conversation for routing regardless of channel. These routing-intent tags reflect internal queue logic and customer priority, not external-facing labels. We map these to Freshdesk Tags but flag that auto-routing tags do not trigger Freshdesk automations without explicit rebuild. The customer reviews the full tag value inventory during scoping and decides which tags represent true customer categorization (worth migrating) versus internal routing metadata (flagged for rebuild). Tags that have no meaningful Freshdesk equivalent are noted in the migration inventory for manual post-migration cleanup.

Custom fields on Dixa Conversations are available via CSV export and API. Field names and data types export cleanly; destination field creation and type mapping are coordinated before migration. Freshdesk supports dropdown, checkbox, date, numeric, and text custom ticket fields. Dixa field types map to Freshdesk equivalents; complex Dixa field types may require customer decision on how to represent in Freshdesk's simpler custom field model.

Post-conversation CSAT ratings from Dixa export as rating score, submission timestamp, and linked conversation ID. We link the rating to the migrated Freshdesk Ticket using the preserved dla_original_conversation_id__c custom field. Ratings without a linked conversation record (orphaned) are flagged and reported separately for the customer's admin to resolve.

Dixa Knowledge Base articles export as standalone objects with content, category, and metadata. We map articles to Freshdesk Solutions articles and map Dixa article categories to Freshdesk article categories or folders. Articles tied to Dixa routing automations are flagged because the routing context does not transfer; Freshdesk's article-to-ticket linking is manual or driven by Freshdesk's built-in Freddy AI if that feature is active.