Migrate from eTicket to Freshdesk

eTicket Customer records map directly to Freshdesk Contact. We map Name, Email, Phone, and any custom fields. If eTicket stores a Company name on the Customer record and the customer uses Freshdesk Companies, we create a Company record first and link the Contact via the company_id field. Any Customer without an email is flagged for admin review because Freshdesk Contacts require a unique email by default.

If eTicket stores an Organization or Company field on the Customer record, we group those Customers into Freshdesk Company records. Multiple eTicket Customers sharing the same company name merge into one Freshdesk Company, with each Customer linked via company_id. This step is optional and confirmed during scoping based on whether the team uses Freshdesk's Companies feature.

eTicket Agents map to Freshdesk Agents. We match by email address. Any eTicket Agent without a corresponding Freshdesk User is added to a reconciliation queue for the customer's admin to provision before the ticket import phase. Agent status (active/inactive) in eTicket maps to Freshdesk agent availability status, and Group membership migrates if the customer uses Freshdesk Groups.

eTicket Teams map to Freshdesk Groups. We use the Group API to create destination Groups before agent reassignment, then update each agent's group_id to point to the corresponding Freshdesk Group. If eTicket agents belong to multiple Teams, we create multiple Freshdesk Group memberships per agent.

eTicket Tickets map directly to Freshdesk Tickets. Subject, description (as the first conversation), status, priority, and type transfer. Ticket ID from eTicket is preserved in a custom field eticket_id__c for audit and cross-reference. We handle the Freshdesk status numeric values (2=Open, 3=Pending, 4=Resolved, 5=Closed) against eTicket's status labels during the transform step.

Each eTicket ticket conversation (customer reply or agent response) maps to a Freshdesk Conversation record attached to the corresponding Ticket. We preserve threading order by setting the created_at timestamp and inbound/outbound direction (incoming vs outgoing). Attachments referenced in conversations migrate as Freshdesk attachments with the 10 MB file size limit checked before upload.

eTicket file attachments migrate as Freshdesk Ticket Attachments. We download each attachment from eTicket, validate the file size (Freshdesk caps at 10 MB per file), and upload via Freshdesk's attachment API before linking to the corresponding conversation record. Files exceeding 10 MB are flagged for the customer's admin to handle manually.

eTicket Tags migrate as Freshdesk Tags. Tags are applied to Tickets via Freshdesk's tag API after the ticket is created. We preserve the tag string exactly to maintain reporting continuity. Tags used for categorization (not just labels) are reviewed during scoping to ensure the target tag taxonomy is consistent.

eTicket custom ticket fields are mapped to Freshdesk custom fields by type: text fields map to Text, numeric fields map to Number, date fields map to Date, and dropdown-style fields map to Dropdown or Checkbox depending on eTicket's structure. Freshdesk allows a maximum of 100 custom fields per object. We pre-create the destination custom fields via Freshdesk's API before any ticket import begins. Fields with no direct Freshdesk equivalent are flagged and mapped to a Text field with a note in the migration documentation.

If eTicket stores Knowledge Base articles, they map to Freshdesk Solution Articles. We preserve article title, description (rich text), folder assignment, and status (Draft/Published). Articles without a matching Freshdesk Folder or Category are placed in a default folder created during setup. Multilingual articles are migrated as separate article records with the language indicated in a custom field.