Migrate from Folder HelpDesk to Freshdesk

Folder HelpDesk Tickets map directly to Freshdesk Tickets. We preserve subject, body, status (translated to Freshdesk's Ticket Status values), priority, assignee (via agent email match), created_at and updated_at timestamps, and the full conversation thread including internal notes. Thread order is reconstructed from Folder HelpDesk's email received-headers and activity timestamps. Custom ticket fields migrate after Freshdesk's corresponding field schema is created during the destination configuration phase.

Folder HelpDesk Customer records (end-user contacts linked to tickets) map to Freshdesk Contacts. We migrate name, email, phone, and any custom fields. Where Folder HelpDesk stores a company reference on the Customer, we resolve it against the Organization-to-Company mapping and set the Freshdesk Contact's company_id accordingly. Invalid or duplicate email addresses are flagged in the transfer log for admin review before finalization.

Folder HelpDesk Organization records map to Freshdesk Companies. The mapping applies where Organizations exist in the source account; Starter-tier Folder HelpDesk accounts may have minimal or no organization data. We preserve organization name and any linked custom fields. The Company record is created before any Contact import so that the company_id lookup is satisfied at the moment of Contact insert.

Folder HelpDesk Agent records map to Freshdesk Agents. We resolve agents by email match against the Freshdesk agent list configured before migration. Agent role, group assignment, and active/inactive status transfer as-is. Any Folder HelpDesk agent without a corresponding Freshdesk agent is held in a reconciliation queue; the customer provisions the Freshdesk agent before record migration resumes.

Folder HelpDesk Groups and team routing assignments map to Freshdesk Groups. We extract group name, membership, and the group-to-agent assignments. Freshdesk Groups are created during the destination configuration phase and validated before the agent and ticket import begins, ensuring that group_id lookups resolve correctly on ticket insert.

Ticket attachments migrate with filename, MIME type, and binary content preserved. Freshdesk's API enforces a 20 MB per-file attachment limit. We chunk large attachment batches, retry individual files, and flag any files exceeding the destination limit in the transfer log for manual retrieval. Inline images embedded in ticket conversation HTML migrate as separate Content-Disposition attachments with their original references preserved in the HTML body.

Folder HelpDesk ticket tags migrate as flat tag labels applied to Freshdesk Tickets. Some helpdesk platforms use hierarchical labels (prefixed or nested) that do not map cleanly to Freshdesk's flat tag model. We apply a flatten strategy by stripping hierarchical prefixes and applying tags as-is, documenting any tags that represent nested categories for the customer to reorganize post-migration in Freshdesk's Tag Manager.

Folder HelpDesk custom fields on tickets and customers require schema inspection before migration to align field types with Freshdesk equivalents. Text fields map to Freshdesk text, checkboxes to boolean, date fields to date, and dropdowns to picklist. Folder HelpDesk plan tiers gate certain field types; we flag any tier-gated fields unavailable on the source account's plan during discovery and propose a replacement strategy or field drop before import.

Folder HelpDesk knowledge base articles migrate with title, body HTML, and category/section placement preserved. HTML formatting in Folder HelpDesk articles requires content normalization before import into Freshdesk's article editor, which handles a subset of HTML tags. We strip unsupported tags, preserve links and basic formatting, and flag articles with complex nested tables or script embeds for manual review before the knowledge base goes live.

Folder HelpDesk macros and email templates migrate as text with variable placeholders preserved. Complex conditional logic in Folder HelpDesk macros does not map directly to Freshdesk's macro variable system because the two platforms use different placeholder syntax and conditional evaluation models. We export macro text and document the original logic so the Freshdesk admin can rebuild them using Freshdesk's Macro builder with the appropriate {{ticket.xxx}} variable syntax.