Migrate from FocalScope to Freshdesk

FocalScope Tickets map directly to Freshdesk Tickets. Each ticket's unique number, status, priority, and full email or chat thread history migrate with original timestamps preserved. We extract internal notes separately from public replies and write them as Freshdesk internal notes. FocalScope ticket source channel is captured in a custom field to preserve channel origin for reporting.

FocalScope Contacts with name, email, phone, and custom field values map to Freshdesk Contacts. Email serves as the dedupe key. Any duplicate Contacts detected across the FocalScope export are flagged in the reconciliation report for the customer admin to resolve before final import. Custom fields on Contacts map to Freshdesk custom contact fields.

FocalScope Queues map to Freshdesk Groups. Queue names, routing rules, and maximum concurrent ticket limits are translated into Group descriptions and workload notes in Freshdesk. Note that Freshdesk Groups do not enforce queue maximum limits natively; we document the original queue capacity values for the customer's admin to configure as a manual monitoring reference or automation trigger.

FocalScope Agents export with name, email address, agent type, and queue assignments. We map each agent to a Freshdesk Agent record, resolving by email match. Agents without an email match in the destination Freshdesk instance go to a reconciliation queue for the admin to provision before agent-level ticket reassignment proceeds.

FocalScope SLA configurations with first-response and resolution time windows tied to priority or queue map to Freshdesk SLA Policies. We translate the SLA name, time thresholds, and applicable priority levels. Freshdesk SLA Policies attach to requester types and problem types; we configure the equivalent scope during migration. SLA Policy reproduction requires a Growth-tier Freshdesk account or above.

FocalScope Standard Responses (canned reply templates) with queue assignments and category scoping migrate to Freshdesk Email Templates. We export the template body, subject, and category mapping. Queue-scoped templates require the customer admin to reassign Freshdesk template visibility to the corresponding Groups post-migration. Templates exceeding 200 require batching across migration phases.

FocalScope Custom Fields defined on Contacts and Tickets export via the SOAP API with their field type, label, and applicable values. We create matching Freshdesk custom fields of equivalent type (text, dropdown, checkbox, date, number) before ticket import begins. Required-field constraints are preserved; FocalScope system fields like _created_date and _updated_date are mapped to Freshdesk created_at and updated_at native fields.

FocalScope Categories used as ticket classification metadata are mapped to Freshdesk Tags by default for maximum flexibility, or to Freshdesk custom dropdown fields if the category set is a fixed closed list. The customer chooses the strategy during scoping. Tags are applied at import time; custom field values require the field definition to exist in Freshdesk first.

FocalScope's channel distinction (Email, Voice, Live Chat, WhatsApp, Telegram, Facebook, SMS) maps to Freshdesk Products for channel segmentation in reporting. Each FocalScope channel becomes a Freshdesk Product with the channel name and description. Ticket source is additionally preserved via the custom field mapping from the Tickets object to support channel-specific reporting views.

File attachments from FocalScope emails and chat sessions are extracted to local storage during export, then re-associated with Freshdesk tickets via Freshdesk's attachment API. We preserve original filenames and content types. Attachments exceeding 15 MB per file are flagged and handled according to Freshdesk's attachment size limits; the customer admin receives a list of oversized files for alternate handling.

FocalScope Knowledge Base articles with category assignments migrate to Freshdesk Solutions and Solution Categories. Article content, status (draft or published), and portal visibility are preserved. Article attachments migrate with the same approach as ticket attachments. Links within article content that reference FocalScope ticket IDs are flagged for manual URL correction post-migration.