Migrate from Euphoric.ai to Freshdesk

Euphoric.ai Conversations (aggregated email threads, messenger messages, and call transcripts in a unified timeline) map to Freshdesk Tickets. The full message chronology migrates as threaded Ticket Conversations. Source inbox assignment migrates as a Freshdesk Group lookup. Conversation status (Open, Snoozed, Closed) maps to Freshdesk Ticket Status. We use Freshdesk's Tickets API with rate-limit handling and exponential backoff for high-volume loads.

Euphoric.ai Contact records (customer identity, email, phone) map directly to Freshdesk Contact. Email is the dedupe key; phone migrates to Freshdesk phone. Each migrated Conversation is linked to its Contact via the Freshdesk requester_id. Freshdesk soft-deletes contacts rather than hard-deleting — if a contact email reappears after migration, it may be treated as a new contact or spam-classified depending on Freshdesk's deleted-record handling.

Euphoric Labels (tagging system including Open, Snoozed, Closed, and custom labels) map to Freshdesk Tags on the Ticket. The full label taxonomy is preserved. In multi-inbox Euphoric accounts, we extract inbox name as a label and apply it to all tickets originating from that inbox so channel origin survives the migration.

Euphoric.ai Assignee IDs resolve to Freshdesk Agent records by email match. We extract the full list of distinct assignees from Conversations and cross-reference against the destination Freshdesk agent list. Any Euphoric Assignee without a matching Freshdesk Agent is held in a reconciliation queue; the customer's admin provisions the missing agent before record import resumes to avoid orphaned assignee references.

Euphoric Shared Inboxes (tier-gated at 1, 5, or 20) map to Freshdesk Groups for team routing and optionally to Freshdesk Products for channel categorization. Standard Plan accounts with one inbox migrate directly as a single Group. Plus and Pro accounts with multiple inboxes map each inbox to a separate Freshdesk Group. We normalize inbox boundaries into Labels to preserve channel origin when the destination's flat ticket queue model cannot replicate inbox-level routing directly.

Call Logs migrate from Euphoric.ai to Freshdesk Calls only for accounts on the Pro Plan ($45/seat), where Call Logging is included. Standard ($13) and Plus ($30) plans do not include the phone feature, so any call data present in those accounts is out of scope. We confirm the plan tier during scoping. Call direction (inbound/outbound), duration, and disposition migrate as Freshdesk Call fields.

Euphoric.ai Knowledge Base Articles migrate to Freshdesk Articles with content, categories, and visibility flags (internal/external) preserved. Article drafts migrate as Draft status in Freshdesk. We preserve the category hierarchy and map it to Freshdesk's category and folder structure. If the Euphoric account has multiple knowledge bases (internal and external), we map them to separate Freshdesk portals.

EuphoricGPT-generated conversation summaries are locked metadata on Euphoric.ai conversations and cannot be edited or deleted. We attach them as Freshdesk internal notes on the migrated Ticket with a [AI Summary - Euphoric.ai] prefix so agents can review the original AI context. If Freshdesk's Freddy AI also generates summaries on the same tickets, this results in duplicate summarization on the same record, which we flag in the migration report.

Euphoric.ai Response Templates (pre-written responses for common question patterns) migrate to Freshdesk Canned Responses. Template body content, name, and applicable channel filters transfer. Template logic for auto-apply versus manual insert does not migrate as behavior — Freshdesk admins configure auto-insertion rules separately in Freshdesk. We deliver a mapping table documenting which Euphoric templates map to which Freshdesk Canned Responses for the admin to apply.