Migrate from eDesk to Freshdesk

eDesk Tickets migrate directly to Freshdesk Tickets with conversation threads, attachments, status, priority, and SLA metadata preserved. The source channel (Amazon, eBay, Shopify, email, social) migrates as a custom ticket field called edesk_channel__c so that historical channel attribution remains searchable. eDesk Smart Rule assignments do not migrate; they are documented as configuration metadata for the customer's admin to rebuild in Freshdesk Scenario Automations.

Customer contact records including email, name, phone, and marketplace identity (Amazon Buyer ID, eBay username) migrate with full linking to their ticket history. Marketplace identity fields migrate as custom contact fields since Freshdesk Contacts use a flat contact model without native marketplace references. Custom contact fields from eDesk map field-by-field to Freshdesk custom contact properties of equivalent type.

Agent accounts and role assignments migrate to Freshdesk Agents. eDesk role names (Agent, Team Lead, Admin) map to Freshdesk role names (Agent, Admin) with a note that eDesk's Team Lead designation has no direct Freshdesk equivalent and may require rebuilding as a Freshdesk Group or Team structure. Agent provisioning must be complete before ticket import because Freshdesk requires an Agent to be assigned at ticket creation.

eDesk Knowledge Base articles and their categories migrate as Freshdesk Solution articles within sections. We preserve the article-to-category assignment and internal/external visibility flags. eDesk's article content (rich text, images, attachments) migrates as-is; Freshdesk's article editor may require reformatting of embedded media references. Articles with no-category assignment in eDesk are placed in a default Freshdesk section we create during migration.

eDesk Channels (Amazon, eBay, Walmart, Shopify, email, chat, social) are not native Freshdesk objects. We preserve channel association on each migrated ticket as a custom single-select picklist field (edesk_channel__c) and as a tag on the ticket. Teams requiring real-time marketplace order context in Freshdesk must configure Freshdesk's third-party integrations or a marketplace connector separately post-migration, since Freshdesk does not have native Amazon or Walmart API integrations.

eDesk AI Classifications are a taxonomy for auto-categorising tickets that have no standalone Freshdesk equivalent. We capture the classification value at the time of migration as a custom ticket field called edesk_ai_classification__c (single-select picklist) and edesk_ai_confidence__c (number) so that the historical AI categorisation data is preserved and searchable in Freshdesk. The customer's admin rebuilds Freshdesk's Freddy AI classification rules separately if automated categorisation is required.

eDesk Smart Rules and Message Rules are eDesk-proprietary automation logic with no direct Freshdesk equivalent. Message Rules are tier-gated (Professional/Enterprise). We extract rule logic as a machine-readable JSON configuration document covering trigger conditions, filter criteria, and action sequences. The customer's Freshdesk admin uses this document to rebuild equivalent Scenario Automations or Dispatcher rules in Freshdesk. We do not migrate rules as code.

eDesk canned response templates migrate as Freshdesk Canned Responses with template variables (customer_name, order_number, ticket_id) preserved as plain text placeholders. Variable substitution semantics differ between platforms; the customer's admin validates that Freshdesk's {{contact.name}} and {{ticket.id}} placeholders match the migrated template logic. Templates attached to specific channels in eDesk are flagged during extraction so the admin can reassign them to Freshdesk inbox or scenario automations post-migration.

Ticket tags migrate as-is to Freshdesk Tags. Freshdesk's tag character limit and tag inheritance behaviour differ from eDesk; we flag any tags exceeding Freshdesk's length limits during extraction and truncate per Freshdesk's 30-character recommendation. Tags used for channel classification in eDesk may require a separate taxonomy review since they serve a different purpose in Freshdesk's tagging model.

eDesk SLA configurations (first-response time, next-response time, resolution time) migrate as Freshdesk SLA Policies available on Garden ($49/agent/mo) and above. eDesk's per-channel SLA definitions map to Freshdesk's per-group SLA definitions; teams with channel-specific SLA tiers must reconfigure these in Freshdesk's SLA Policy builder. We preserve the threshold values (hours/days) and priority mappings but note that the Freshdesk SLA calculation engine applies business hours differently from eDesk.