Migrate your Faveo Help Desk data

Tickets are the central object in Faveo's data model. The platform stores ticket threads, status, priority, type, and assignment fields. We map ticket status, priority, and assignee to destination-native equivalents and preserve the full conversation thread including internal notes.

Customers represent ticket submitters. Faveo stores name, email, phone, and custom user fields per requester. We migrate all customer profiles and link them to their historical tickets in the destination.

Agents are Faveo's internal user objects. We map agent profiles, role assignments (admin vs agent), and skill-based routing configurations to the destination's user model. Active/inactive status is preserved.

Organizations in Faveo group customers by company. We preserve the org hierarchy and org-level custom fields, mapping org associations on all tickets submitted by members of that organization.

Labels are color-tagged categorizations introduced via the v3/api/label endpoint. The destination platform's tagging model may not support the same color-and-order metadata, so we map labels to tags or custom properties and note the visual metadata gap.

Faveo enforces SLA policies via the v3/api/get-enforcer/sla/{slaId} endpoint. SLA names, response/resolution times, matchers (all/any), and escalation rules require field-level mapping to the destination's SLA model since naming conventions differ across platforms.

Shared custom ticket fields are a distinct object in Faveo's Admin Panel. They support dropdown, text, date, and number types. We enumerate all shared fields and map them to destination custom fields, flagging any that require admin-gated API access during migration.

Custom ticket sections organize shared fields into logical groups in the admin panel. The destination platform may not have an equivalent section concept, so we flatten section groupings into individual custom field mappings.

Faveo Workflows define ticket automation rules (auto-assignment, status changes, SLA triggers). Workflow rules are stored as condition-action pairs in the database. We capture the rule logic and document which automations must be rebuilt manually at the destination since workflow export/import is not natively supported.

Faveo's KB stores articles with categories and optional publish status. We migrate article content, category assignments, and status flags. Formatting and embedded media may require post-migration review for fidelity.

Canned responses are pre-written reply templates stored per-agent or globally. We extract the template body and usage scope, then map them to the destination's saved replies or template objects.

Ticket attachments are stored in Faveo's file system alongside the database records. We download all attachment blobs, re-upload them to the destination's storage, and relink them to the correct conversation entries in the migrated tickets.