Migrate from Fluent Support to Freshdesk

Fluent Support Customer records are WordPress users stored in the wp_users table with profile data extending into custom plugin tables. We map WordPress user IDs to Freshdesk Contact records using the email address as the dedupe key. Customer-specific custom field values (from fs_ticket_custom_values) attach to the Contact as Freshdesk contact fields. Any WordPress user without an email address is flagged for manual review during scoping.

Fluent Support Agents are WordPress users with the Fluent Support agent role. We extract agent records by querying WordPress users with the fluent_support_agent capability, map them to Freshdesk Agents using email as the matching key, and preserve the agent's display name, role level (admin, agent), and avatar URL. If the destination Freshdesk account does not have sufficient agent seats, we flag the overage before migration begins.

Fluent Support Mailboxes define incoming channel sources (email addresses, portal routing) tied to the specific WordPress site's domain and email configuration. These are not portable across environments. We flag every Mailbox by name, associated email address, and routing type during discovery and document what it maps to in Freshdesk (which Inbox it should route to, and what email address or forwarding rule should be configured manually). Email routing must be reconfigured post-migration.

Fluent Support Tickets (fs_tickets) map 1:1 to Freshdesk Tickets. We extract ticket_id, title, content (first message body), status, priority, customer_id, agent_id, mailbox_id, product_id, created_at, updated_at, and source. Ticket status values (open, pending, resolved, closed) translate to Freshdesk's status values (open=2, pending=3, resolved=4, closed=5). Priority values (normal, high, low) map to Freshdesk priority (normal=2, high=3, low=1). The source field (email, portal, api) migrates as a ticket field.

Fluent Support Conversation entries (fs_conversations) are the back-and-forth message log attached to a Ticket. Each conversation entry has author_type (customer vs agent), content, created_at, and attachments. We attach conversations to Freshdesk Tickets as Reply records in chronological order. Agent replies become Agent Reply notes; customer replies become Requester Reply notes. We preserve author attribution by resolving the WordPress user ID to the corresponding Freshdesk Contact or Agent. Inline images in conversation content migrate as Freshdesk attachments linked to the reply.

Fluent Support Products carry a product_id and product_source string referencing a WordPress plugin or integration (e.g., Fluent Forms). These are flat name strings rather than structured product records. We migrate the product name as a Freshdesk Product, but any product metadata or pricing data in Fluent Support is limited to the plugin reference string. The product_source field becomes a text field on the Freshdesk Product record.

Fluent Support conditional custom fields are defined in the plugin settings and carry per-ticket values in fs_ticket_custom_values. We extract all custom field definitions (field name, type, options) and their values per ticket. Conditional visibility logic (field X shown only if field Y = value Z) is a UI preference and does not export as structured rules. We provide a custom field inventory worksheet listing every field name, type, and the conditions that controlled its visibility so the customer can rebuild conditional logic manually in Freshdesk on a Growth or higher plan.

Fluent Support ticket priority fields (priority and client_priority) carry values like normal, high, or low. These map directly to Freshdesk priority values with configurable translation: normal maps to priority=2, high maps to priority=3, low maps to priority=1. If the source uses custom priority labels, we translate them during the extract phase and document the mapping in the migration spec.

Fluent Support Tickets and Customers support flat tagging for categorization. Tags are stored as comma-separated values or serialized arrays in the source database. We extract all tags, normalize them, and import them into Freshdesk using the Tags API. Tags at the ticket level attach to Freshdesk Tickets; tags at the customer level attach to Freshdesk Contacts.