Migrate from Experia to Freshdesk

Experia Tickets map directly to Freshdesk Tickets. We migrate subject, description, status, priority, source, requester email, and assigned agent. The lack of a documented Experia API means we must negotiate API access directly with Experia or rely on a customer-provided CSV export. We flag this as a blocking item during scoping. Conversation threads attached to tickets migrate via Freshdesk's Conversations API, but note that tickets with more than ten conversation entries require the dedicated List All Conversations endpoint rather than the embedded view, which silently caps at ten.

Experia Customer records map to Freshdesk Contacts. We map name, email, phone, and any verified custom properties. Freshdesk requires at least ten existing tickets before bulk contact import via CSV succeeds; if the account has fewer than ten tickets at migration time, we create placeholder tickets first or use the API directly to bypass this constraint. Email opt-in and opt-out status from Experia migrates to Freshdesk's email_preference_settings fields.

Experia Company records map to Freshdesk Company objects. The primary company designation in Experia's CSV or API output becomes the primary company in Freshdesk's company column during contact import. We use domain as the dedupe key when matching companies across both platforms. Multi-contact deduplication logic must be confirmed with the customer during scoping because Experia's company-contact relationship cardinality is not publicly documented.

Experia Agent records map to Freshdesk Agents. We resolve agents by email match against the Freshdesk agent list. Role and group assignments from Experia transfer to Freshdesk Agent Role and Freshdesk Groups. Role hierarchy depth (admin versus agent versus supervisor) must be confirmed during the discovery audit because Experia's role model is not publicly documented.

Experia Teams map to Freshdesk Groups, which govern ticket routing and workload distribution. We map team names, member lists, and team-level routing preferences to Freshdesk Group configuration. The team assignment logic (round-robin, load-based, skills-based) in Experia must be documented by the customer during scoping since no public API evidence exists for routing algorithm inspection.

Experia conversation threads attached to tickets map to Freshdesk Conversation records. Each message in the thread becomes a Freshdesk Reply (public) or Note (internal) record. We preserve the original timestamp, author type (customer or agent), and body content. Attachment handling for inline images and files requires separate ContentDocument and ContentDocumentLink creation per file. Freshdesk's embedded conversation view caps at ten conversations per ticket; tickets exceeding this threshold must use the dedicated Conversations endpoint to avoid silent truncation.

Experia custom ticket fields (properties beyond subject, status, priority, and source) require pre-configuration in Freshdesk before migration begins. Since the custom field schema is entirely undocumented in Experia, we ask the customer to provide a field inventory during discovery. We then create matching custom fields in Freshdesk via Admin > Support Operations > Ticket Fields before any ticket import. Field types are mapped: Experia text becomes Freshdesk text, dropdown becomes Freshdesk dropdown, date becomes Freshdesk date picker.

Experia Tags that categorize tickets migrate as Freshdesk Tags. We preserve the tag taxonomy as-is but note that tag taxonomy may differ significantly between platforms; we ask the customer to confirm whether a tag cleanup or normalization is desired before migration. Tags are applied to Freshdesk Tickets via the Tags API endpoint post-import.

Files attached to Experia tickets or conversations migrate as Freshdesk Attachments linked to the corresponding Ticket or Conversation record. We perform size and format checks during migration. Large file attachments may require chunked transfer or alternative delivery methods not yet confirmed in Experia's undocumented export pipeline. Freshdesk's attachment storage limits depend on the plan tier; we verify the customer's plan capacity before migrating large attachment volumes.