Migrate your Frappe Helpdesk data

The core ticket object in Frappe Helpdesk. We map ticket status, priority, type, creation/modification timestamps, SLA deadline fields, and description HTML. Conversation threads are stored as linked Communication records and are migrated in order to preserve timeline continuity.

Customer contacts include name, email, phone, and organization link. Custom fields added to HD Customer require field-level mapping during scoping. Portal users and contact records are synced to maintain customer login access post-migration.

Teams define agent groupings and routing scope. We preserve team structure, email inbox routing rules, and team-level SLA assignments. If the destination uses different terminology, we map team names to the nearest equivalent in the target schema.

Agent records include user accounts, roles, and permissions. Agent workload history and assignment counts can be preserved if the export scope includes activity logs. Agent-user linkage is maintained so login credentials map correctly after migration.

SLA Policies define response and resolution time windows by priority or ticket type. We migrate policy definitions and link them to existing tickets. Some destinations do not support SLA configurations natively and policies must be rebuilt manually or converted to deadline custom fields.

Assignment Rules automate ticket routing based on conditions (subject keywords, customer tier, ticket type). These are configuration records stored in the Frappe Desk. Complex rule logic may not map directly to other platforms and often requires manual reconstruction in the destination.

KB Articles are standalone DocTypes with category assignments and article content in HTML. We migrate articles and category hierarchy, but article view counts and feedback ratings are not always transferable depending on the destination platform's KB data model.

Pre-written response templates are stored as DocTypes with subject and content fields. They migrate cleanly as text blobs, but any dynamic variable substitution syntax (such as {{ticket.customer_name}}) does not automatically convert to the destination system's variable format.

Every ticket has linked Communication records representing agent replies and customer messages. These include timestamp, author, and the message body. We preserve chronological order and thread structure so support history is intact for agents reviewing past interactions.

Portal branding, allowed ticket creation types, and visibility settings are configuration records rather than transactional data. These must be manually reconfigured in the destination platform as they do not export as portable records.

Custom fields are supported via the Frappe Custom Field DocType and appear in the HD Ticket Template and HD Customer forms. We flag all custom fields during discovery and map their values to destination custom fields or equivalent standard fields. Fields that use Link doctype lookups require additional reference remapping.

Ticket and communication attachments are stored in Frappe's private files directory or as file records linked to the DocType. We migrate file URLs and re-download attachments where accessible, but private files behind authentication may require additional access provisioning during the migration window.

Tags on tickets are stored as Tag entries linked to the ticket. We map tag names to the destination tagging system if supported. If the destination does not have a tagging feature, tags are migrated as a custom multi-select field.