Migrate from Foqal to Freshdesk

Foqal Tickets map 1:1 to Freshdesk Tickets with status, priority, assignee, created_at, updated_at, and source channel preserved. We extract tickets in paginated batches from the Foqal GraphQL API and insert via Freshdesk's Ticket API. The Foqal channel origin (Slack or Teams message reference) is stored in a custom Freshdesk conversation note so agents can trace the original message thread when reopening migrated tickets.

Foqal conversation threads attached to each ticket migrate as Freshdesk Conversation records ordered by timestamp. Each message preserves the author attribution (agent vs requester), body content, and attachment URLs. We handle Foqal's nested reply structure by flattening it into a chronological Freshdesk conversation list with message ordering preserved via created_at timestamps. Inline images and file attachments migrate as Freshdesk attachment records linked to the conversation.

Foqal Agent records (name, email, role, team assignment) map to Freshdesk Agent profiles. We resolve agents by email match against Freshdesk User records, creating agents in Freshdesk if no matching User exists. Agent role mapping (Admin, Agent, Team Lead) translates to Freshdesk's agent permission levels. Active vs archived status in Foqal determines whether the Freshdesk agent is provisioned as active or invited-inactive.

Foqal Teams map to Freshdesk Groups. Team membership (which agents belong to which teams) translates to Group membership in Freshdesk. Team-level SLA assignments in Foqal become SLA Policy assignments in Freshdesk, documented during migration so the customer admin can map them in Freshdesk's SLA configuration UI post-import. Team routing rules are documented for manual recreation in Freshdesk's Scenario Automations.

Foqal SLA configurations (TTFR, wait times, tier definitions for Enterprise, Premium, Free) are exported as structured settings and mapped to Freshdesk SLA Policies. Freshdesk SLA Policies are configured via the admin UI; we export the Foqal definitions and deliver a written SLA mapping document specifying which Freshdesk SLA Policy corresponds to each Foqal SLA tier, the applicable business hours, and any holiday calendar differences. Customer-side admin applies the Freshdesk SLA Policy settings post-migration.

Foqal automation rules (routing, approval chains, SLA triggers) are stored as configuration settings, not as queryable data objects. The API returns ApprovalRequest URNs but not the full rule definitions. We flag this during discovery, export workflow logic from the UI-level config where accessible, and deliver a written automation inventory with each rule's trigger, conditions, actions, and recommended Freshdesk Scenario Automation equivalent. The customer rebuilds automations in Freshdesk's Scenario Automations editor (Growth+). Workflows do not migrate as executable code.

Foqal ApprovalRequest objects use a URN identifier format (ApprovalRequestUrn) referenced by workflow approvals. These URNs have no Freshdesk equivalent; Freshdesk lacks native approval workflows and requires Freshservice or a custom build. We export approval request URNs, the requester and approver relationships, and the approval status timeline, then deliver a written handoff specifying which Freshdesk/Freshservice approval model the customer should implement post-migration.

Foqal's native HubSpot sync maintains relationship pointers between Foqal tickets and HubSpot Companies, Deals, and Contacts. We export the linked HubSpot record IDs and store them as a custom Freshdesk field (e.g., hs_company_id__c) so the customer can re-establish the HubSpot relationship in Freshdesk via Freshdesk's native HubSpot integration or a custom CRM connector. The sync configuration itself does not migrate; it must be re-connected in the destination.

Foqal's Jira and ServiceNow sync connections maintain ticket-to-issue pointers. We export the external system record IDs and store them in custom Freshdesk fields so the customer can re-establish integration connections in Freshdesk's Integrations directory post-migration. The connection credentials and sync rules do not migrate.