Migrate from Enchant to Freshdesk

Enchant Conversations map to Freshdesk Tickets. Each conversation's message thread migrates as the ticket body (first message) and ticket replies (subsequent messages). Internal notes in Enchant map to Freshdesk internal notes. The conversation subject becomes the Ticket subject, and channel source (email, phone, SMS, WhatsApp, social) maps to Freshdesk's Ticket source field. Status (open, pending, resolved, closed) maps directly. Created_at and updated_at timestamps preserve activity ordering.

Enchant customer profiles map to Freshdesk Contact. Name, email, phone, company, custom properties, language, and timezone migrate. Email serves as the dedupe key. If the Enchant customer has no email (phone-only contact), we generate a placeholder identifier and flag for manual review. Tags on the customer migrate as Freshdesk tags on the Contact record. Custom fields on Enchant customers require pre-creation of equivalent Freshdesk contact fields during schema preparation.

Enchant Company records map to Freshdesk Organizations. Company name, domain, address, phone, and custom properties migrate. The domain field maps to Freshdesk domain. Organizations are created before Contact migration so that the organization_id lookup on Contact is satisfied at insert time. If Enchant customers reference companies that have no company record, we create the Organization during migration to maintain the relationship.

Enchant Channels (email, phone, SMS, WhatsApp, Facebook, Instagram) map to Freshdesk Ticket Source values. We capture the originating channel per conversation and write it to Freshdesk's source field on the ticket. Phone channel conversations require separate call log extraction from Enchant support during scoping — call recordings and voicemail metadata are not included in standard conversation exports and require a dedicated extraction pass.

Enchant Inboxes map to Freshdesk Groups. Inbox structure (agents assigned, routing configuration) maps to Freshdesk group membership and agent assignment. If an Enchant inbox has complex routing rules that cannot be expressed as static group membership, we document the routing logic for Freshdesk automation rebuild. Groups are created before ticket migration so that agent-to-group assignments resolve correctly.

Enchant knowledge base public articles and internal snippets migrate to Freshdesk Articles within mapped categories. Article content, category assignment, publication status, and author migrate. Article-level attachments are downloaded and re-uploaded. New URL slugs are generated by Freshdesk; we provide a redirect map of old Enchant article URLs to new Freshdesk URLs so inbound links from existing customer communications do not break. Draft and published status maps directly.

Enchant agent profiles (name, email, role, availability) map to Freshdesk Agents. Admin and agent roles from Enchant map to Freshdesk's agent permission model. We resolve agents by email match against the Freshdesk destination. Any Enchant agent without a matching Freshdesk agent account goes to a reconciliation queue for the customer to provision before ticket migration begins. Inactive agents in Enchant migrate as inactive Freshdesk agents with their ticket history preserved.

Enchant tags on conversations and customers migrate as Freshdesk Tags. Multi-tag associations per record are preserved. We migrate the full tag vocabulary and apply each tag to the corresponding migrated record in Freshdesk. Tags used for conversation routing in Enchant are documented separately for the automation rebuild inventory.

Enchant CSAT ratings attached to resolved conversations migrate as Freshdesk CSAT Survey records linked to the corresponding ticket. Rating score (1-5 or thumbs up/down depending on Enchant configuration) and optional comment migrate. Historical rating distributions are preserved for reporting continuity. We map the rating timestamp to the Freshdesk CSAT record created_at.