Migrate from Drag to Freshdesk

Every Drag Conversation (a Gmail thread surfaced through Drag's layer) maps to a Freshdesk Ticket. The thread subject becomes Ticket.subject, the full thread body becomes Ticket.description, and the thread participant list determines the Ticket.requester. We preserve thread hierarchy so replies attach in chronological order. Agent notes within the thread migrate as internal Freshdesk notes. Note that Drag conversations do not carry a separate ticket ID; we generate one from the thread's Gmail message-ID during export processing.

Drag's Kanban column names (To-Do, In Progress, Resolved, etc.) map to Freshdesk ticket_status values. We use Freshdesk's status API to create or update status categories so the destination reflects the source stage semantics. Stages without a Freshdesk equivalent are consolidated into the nearest status value, and we document the mapping in the field map deliverable. Stage order is preserved via a custom field drag_original_stage__c for audit.

Drag Boards are workspace containers for pipeline stages. Where the destination Freshdesk account uses Groups for team-based routing, we map Board to Group. If the account uses Freshdesk's product-based routing, we map Board to a custom ticket field drag_board__c. Customers with multiple boards must confirm their routing model during scoping, as a single ticket can belong to only one Group or carry one board field value.

Drag Agents map to Freshdesk Agents by email address as the dedupe key. Display name, email, and agent status (active/inactive) migrate. Agent performance metrics such as average response time and first-contact resolution are not exportable from Drag and are not created in Freshdesk; those metrics begin accumulating from the migration date forward.

Drag Teams (groupings of agents within a workspace) map to Freshdesk Groups. We extract team membership from the CSV export and assign each agent's group reference during import. Team-based routing rules in Drag must be mapped manually in Freshdesk's Group and Agent Settings post-migration.

Drag tags are flat labels applied to conversations. Multiple tags per conversation are preserved. We map each tag name directly to a Freshdesk tag record, creating the tag in Freshdesk if it does not already exist. Tags migrate as a tag array on each ticket; there is no tag hierarchy in Drag to translate.

Drag does not maintain a standalone contact database; contacts are derived from Gmail thread participants (senders and recipients). We extract unique email addresses from thread requesters and cc list members to build a derived contact list. Name and email migrate to Freshdesk Contact; phone numbers are included where present in thread headers. Any contact properties beyond what appears in email headers require post-migration enrichment in Freshdesk's native contact management.

Drag canned responses on the Professional tier or above export as template body text and shortcut triggers. We map these to Freshdesk Macro records. Formatting and conditional placeholders in the Drag template may require manual review and adjustment in Freshdesk's macro editor. Automated merge field mapping from Drag to Freshdesk placeholders is documented in the field map deliverable.

Files attached to Drag email threads are downloaded from Gmail during export and re-attached to the corresponding Freshdesk ticket. Large attachments (over 20 MB) require the customer's Freshdesk storage plan to accommodate; we flag any attachment exceeding the Freshdesk limit before migration so storage can be provisioned in advance.