Migrate from Faveo Help Desk to Freshdesk

Faveo Tickets map directly to Freshdesk Tickets. We preserve ticket subject, description, status (Open/Pending/Resolved/Closed), priority, type, assignee agent reference, group assignment, and source channel (email/chat/WhatsApp/form). Ticket threads (reply chain) migrate as conversation notes on the Freshdesk Ticket with author attribution to the mapped Agent or Contact. Created_at and updated_at timestamps preserve as Freshdesk created_at and updated_at for timeline accuracy.

Faveo Customer records (name, email, phone, mobile, custom user fields) map to Freshdesk Contact. We use email as the dedupe key and preserve any Faveo custom user fields as Freshdesk Contact custom fields. If Faveo stores language or timezone on the Customer record, these map to Freshdesk Contact language and time_zone attributes. Inactive or deleted Faveo customers are migrated with their ticket history intact; the customer's admin decides whether to deactivate them in Freshdesk post-migration.

Faveo Agent profiles (name, email, role: admin vs agent, skill tags) map to Freshdesk Agent accounts. We match by email as the dedupe key. Faveo role assignments (admin, agent) map to Freshdesk Agent level permissions. Faveo skill-based routing tags map to Freshdesk Group membership and optionally to Freshdesk's Agent Skills feature on Growth and above plans. Agents without email or with no Faveo email address are held in a reconciliation queue for admin provisioning.

Faveo Organization records map to Freshdesk Company. We use the organization domain or name as the dedupe key. Org-level custom fields from Faveo migrate as Company custom fields in Freshdesk. Customer-to-organization associations migrate as Contact-to-Company links in Freshdesk. If Faveo's organization model includes a parent-child hierarchy, we flatten it into individual Company records and preserve the parent reference in a custom field for manual re-parenting in Freshdesk if needed.

Faveo Labels (color-tagged categorizations with order metadata via v3/api/label endpoint) map to Freshdesk Tags. Faveo's color metadata and display order are not natively representable in Freshdesk Tags, so we strip the color and order metadata and migrate the label name as a flat tag string. If the customer requires color-coded categorization in Freshdesk, they can use Freshdesk's category grouping for solutions or build a custom tag-color extension via the Freshworks Marketplace. We document the original label color assignments in the migration report for reference.

Faveo shared custom ticket fields (dropdown, text, date, number types) enumerated via admin-scope Internal API map to Freshdesk Ticket custom fields. Faveo's Custom Ticket Sections (which group fields in the Admin Panel) have no Freshdesk equivalent, so we flatten section groupings and attach all fields to the Ticket object as individual custom fields. Admin-gated API access is required to enumerate Faveo custom fields; we request Personal Access Tokens with admin scope during scoping. We pre-create all custom field definitions in Freshdesk before migration data import begins.

Faveo SLA policies (response time, resolution time, matchers: all/any, escalation rules fetched via v3/api/get-enforcer/sla/{slaId}) are enumerated during scoping. SLA names, breach thresholds, and escalation actions are documented in the migration report as a reference for manual rebuild in Freshdesk's SLA Policies under Admin > SLA. Freshdesk's SLA Policy model supports first-response and next-response time targets per Business Hours; we document which Faveo SLA applies to which ticket type for the customer's admin to configure post-migration. SLA breach triggers (email escalations, agent reassignments) require rebuild as Freshdesk automations.

Faveo ticket attachments stored in the file system alongside database records are downloaded, re-uploaded to Freshdesk's file store, and relinked to the correct conversation note on the target Ticket. For self-hosted Faveo instances, the file system archive is extracted alongside the database dump during the triad extraction phase. Inline images embedded in ticket descriptions or replies are handled as attachments and relinked with their original URLs replaced by Freshdesk-hosted URLs. We verify attachment integrity via checksum before deletion from the source.

Faveo Knowledge Base articles (title, content, category assignment, publish status) map to Freshdesk Solutions. Article content migrates as HTML with formatting preserved; embedded media URLs are replaced with Freshdesk-hosted media URLs where possible, or documented for manual replacement. Category assignments from Faveo become Freshdesk Solution categories. Draft (unpublished) status is preserved as a Freshdesk visibility flag. Faveo forums (if used) do not have a native Freshdesk equivalent; we document forum structure in the migration report for the admin to rebuild as Freshdesk Community or as a linked knowledge base section.

Faveo canned responses (pre-written reply templates stored per-agent or globally) map to Freshdesk Saved Replies. The template body, subject, and usage scope (global vs agent-specific) migrate. If a Faveo canned response is agent-specific, we map it to a Freshdesk Saved Reply and note the intended agent in the migration report. Faveo inbox routing rules that trigger canned responses do not migrate; the customer's admin rebuilds these as Freshdesk automations with Saved Reply insertion actions.