Migrate from DoneDone to Freshdesk

DoneDone Issues map directly to Freshdesk Tickets. The Issue title becomes Ticket subject, description becomes Ticket description, status maps to Freshdesk status (Open, Pending, Resolved, Closed), priority maps to Freshdesk priority (Low, Medium, High, Urgent). We preserve the original DoneDone issue ID in a custom field donedone_issue_id__c for audit reference. Linked tasks and sub-issues map to Freshdesk ticket links or are migrated as separate tickets with a parent-child relationship preserved through a custom field.

DoneDone Projects map to Freshdesk Groups. The project name becomes the group name, and the default fixer (project-level assignee) becomes the group lead. If a DoneDone project maps to a specific Freshdesk product or business unit, we create a Freshdesk Product record and associate tickets to it. Projects without an obvious Freshdesk group equivalent become a dedicated group that the customer names post-migration.

Each distinct DoneDone project Workflow enumerates its own set of Status values and permitted transitions. We map each unique DoneDone status to a Freshdesk ticket Status value. If multiple DoneDone projects share a Workflow, they share one Freshdesk Pipeline. If projects have diverged into unique Workflows, we create separate Freshdesk Pipelines and configure a Rule Engine condition to route incoming tickets to the correct pipeline based on project tag or group. Status color mapping transfers from DoneDone to Freshdesk's status color palette where the destination UI supports it.

DoneDone tags migrate as Freshdesk tags on the corresponding tickets. Tags are a flat string array in DoneDone and map directly to Freshdesk's tag model. We preserve tag-to-issue associations by applying the original tag strings to migrated tickets. If a ticket had multiple tags in DoneDone, the migrated ticket in Freshdesk receives all of them.

DoneDone Saved Replies are template text snippets that agents use to respond to recurring ticket types. These map to Freshdesk Canned Responses. We preserve the Saved Reply name, content, and any shortcode or trigger text. Canned Responses in Freshdesk are associated with a Group or available globally; we default to global availability and let the customer's admin scope them to specific groups post-migration.

DoneDone private comments (visible only to internal team members, not to the end customer) map to Freshdesk Internal Notes on the corresponding ticket. This is a required mapping because exposing internal team discussions to end customers via Freshdesk's public reply would be a data exposure risk. We flag this mapping explicitly during scoping and confirm with the customer before migration begins.

DoneDone Issues have a primary watcher in addition to any secondary watchers. We map the primary watcher to the Freshdesk ticket's assigned agent field. Secondary watchers are preserved as a comma-separated string in a custom multi-select field donedone_watchers__c on the Freshdesk ticket so that the customer can reference the original watcher list. The customer verifies during scoping that single-agent assignment semantics in Freshdesk workflow routing are acceptable.

DoneDone attachments on Issues reference files stored in Google Drive integration. We download each attachment from the source URL, re-upload it to Freshdesk's file storage using the Freshdesk attachments API, and attach it to the corresponding ticket. File name, size, and uploader metadata transfer. If the source file URL is inaccessible (revoked Drive permission or deleted file), we flag the attachment as skipped with a record in the migration report for the customer to address manually.

Every DoneDone Issue carries a timestamped history log of field changes (status transitions, assignee changes, priority changes, description edits). We replay this history as a series of internal notes on the Freshdesk ticket in chronological order, each annotated with the timestamp and the field that changed. This preserves the full audit trail of who changed what and when without requiring the customer to navigate a separate history view.

DoneDone Issue due dates map to Freshdesk ticket_due_by. If the original due date has passed, we flag the ticket in the migration report and set Freshdesk's fr_due_by timestamp accordingly; tickets with past due dates are not automatically escalated but are visible for the customer's admin to prioritize post-migration.