Migrate from Dynamics 365 Customer Service to Freshdesk

Cases from the incident table in Dataverse map to Freshdesk Tickets. title becomes subject, incidentid becomes external_id for reconciliation, statecode and statuscode map to Freshdesk status values (Open, Pending, Resolved, Closed) via a status crosswalk, and priority maps directly. The regardingobjectid Contact reference resolves to a Freshdesk requester lookup. Resolution fields (resolvebyslaset, resolvedon) migrate as custom ticket fields since Freshdesk tracks SLA status separately in the SLA policy engine.

Dataverse Contact records map to Freshdesk Contact objects. email address is the dedupe key for upsert. We migrate full name, email, phone, job title, address, and language preference. The original incidentid linkage is preserved by cross-referencing the Case mapping so that Ticket creation references an already-created Contact. Active and inactive status migrates with a custom active flag so that reassignment to an active agent can happen in Freshdesk if the original Contact is a former employee.

Dataverse Account records map to Freshdesk Company objects. accountid becomes external_id, name becomes company_name, and address fields map to Freshdesk address fields. Account-Contact relationships preserve via Freshdesk's company_id field on Contact so agents see the full account context inside a Ticket. Parent Account hierarchies flatten to top-level companies with child accounts noted in a custom field since Freshdesk's Company model is flat.

Knowledge Articles stored in Dataverse (article table with title, body, language, status, and category linkage) map to Freshdesk Articles. Article body migrates as HTML content. The Dataverse article category taxonomy maps to Freshdesk's folder structure and tags. Published articles migrate to Freshdesk Published status; draft articles migrate as Draft. Version history is collapsed to the latest published version for the initial migration unless the customer requests version preservation. The Freshdesk Article portal URL is stored back on the Dataverse article record as a reference field for post-migration admin linking.

Dataverse Queue records map to Freshdesk Groups. queueid becomes external_id, and the queuename maps to group_name. Unified Routing decision tables and skill-based assignment rules that govern how Cases enter queues are documented as a routing logic inventory rather than migrated as code, because Freshdesk's routing model (product-based, group-based, or round-robin) is configured within the platform. Queue members migrate as Group members by matching Dataverse systemuser email to Freshdesk agent email.

Dataverse Activities linked to a Case via regardingobjectid — Email, Phone Call, Task, and Appointment records — merge into Freshdesk Ticket conversations. Each Activity type maps to a conversation note with a type indicator (Incoming Email, Outgoing Email, Phone Call, Note, Meeting). activityid is preserved as external_id on the conversation record. The Activity's actualtime or scheduledstart and scheduledend timestamps preserve the original timeline ordering. Because Freshdesk represents conversations as a flat list per Ticket, we collapse multiple Activity types into a unified chronological thread rather than preserving the Activity type as a separate object.

Entitlements represent support contract terms with allocated hours, case count limits, and channel restrictions. Freshdesk does not have a native Entitlement object, so we migrate entitlement terms as custom fields on the Ticket: contract_type, allocated_hours_remaining, and channel_restriction flags. The customer's admin creates these custom fields in Freshdesk before migration. A written entitlement inventory report is delivered separately for the admin to configure as SLA policy conditions in Freshdesk if the team uses contract-based SLA policies.

Dataverse SLA definitions (first response time, resolution time, business hours, pause conditions, warning thresholds) map to Freshdesk SLA Policies at the group and ticket priority level. We export the SLA definition and active SLA instances on open Cases; the target mapping depends on whether Freshdesk's SLA Policy engine (available on Pro and Enterprise plans) covers the same pause and business-hour logic. Many customers find that Freshdesk's SLA Policy model requires reconfiguration of business hours calendars and pause conditions, so we deliver a written SLA inventory rather than automating the rebuild inside Freshdesk.

Custom tables extended on the incident, contact, or account Dataverse tables migrate as Freshdesk Custom Objects (Forest/Enterprise plan) or as custom ticket fields on the Ticket object. We inventory the full source schema, classify each custom column by type (string, integer, datetime, option-set, lookup), and pre-create the destination field before migration. Option-set values in Dataverse map to Freshdesk dropdown fields. Lookup relationships that reference other Dataverse tables are mapped as custom fields in Freshdesk with a text representation of the referenced record name; the migration user resolves the target object before import.

Omnichannel chat, voice, SMS, and social session transcripts from the msdyn_ocliveworkitem and msdyn_ocsession tables in Dataverse migrate as conversation entries on the linked Ticket. The session transcript text and metadata (channel type, agent, start time, end time) append to the Freshdesk Ticket conversation thread. Channel-specific assets — voice recordings, chat file attachments, social media media URLs — are flagged in a separate report because Freshdesk supports file attachments but channel-specific media URLs require manual re-linking or re-upload to the destination's storage.