Migrate from Frappe Helpdesk to Freshdesk

HD Ticket records map to Freshdesk Ticket objects. We extract ticket status, priority, type, creation and modification timestamps, SLA deadline fields (first_response_and_resolution deadlines from the SLA linked to the ticket), and description HTML. The Frappe ticket raised_on (creation datetime) becomes Freshdesk created_at; modified maps to updated_at. Resolution status (Open, Pending, Resolved, Closed) maps directly to Freshdesk ticket status values. Priority and ticket type migrate as typed picklist values in Freshdesk. Conversation threads migrate as separate outbound communication records linked to the ticket.

HD Customer records (name, email, phone, organization link) map to Freshdesk Contact. The Frappe customer_type distinction between Individual and Organization maps to Freshdesk's contact_type field. Custom fields on HD Customer require explicit mapping against Freshdesk's custom field definitions during scoping; we flag any HD Customer custom field that lacks a Freshdesk equivalent and document the gap for the customer's admin to resolve. Email address serves as the primary dedupe key during Freshdesk import.

Frappe HD Customer records that reference an Organization (via the organization_name field or a linked HD Organization DocType) generate Freshdesk Company records. Freshdesk Companies are created before Contact import so that the company_id reference resolves at Contact insert time. If the source Frappe site has no organization link on the customer record, the Contact is imported without a company association and the relationship is flagged for manual cleanup.

Every HD Ticket has linked Communication records representing agent replies and customer messages. We preserve chronological order and thread structure by setting Freshdesk conversation timestamps to match the original Communication creation datetime. The author field maps to the agent or contact name; message body (HTML) migrates as-is. If the author is a named agent whose Freshdesk agent account has not yet been provisioned, we hold those conversation records in a pending queue until User mapping is resolved.

Frappe Helpdesk Teams define agent groupings and email inbox routing scope. We map team names to Freshdesk Group names, preserving team-level SLA assignments where the destination Group inherits the migrated SLA policy. Email inbox routing maps to Freshdesk inbox email addresses configured under Admin > Email > Email Settings. If the destination Freshdesk plan includes shared inboxes, we recreate the routing configuration as Freshdesk group email addresses and ticketing rules.

Frappe Agent records include user accounts, roles, and permissions. We match Frappe agent email addresses against Freshdesk agent accounts by email. Agents without a matching Freshdesk account are held in a reconciliation queue for the customer's admin to provision before record import resumes, because Freshdesk requires a valid agent_id on Ticket assignment. Agent workload history and assignment counts are not transactional data and are not migrated; Freshdesk rebuilds activity metrics from the import date forward.

Frappe SLA policies define response and resolution time windows by priority or ticket type. We export policy definitions as structured records and create Freshdesk SLA policies with matching response and resolution time configurations under Admin > SLA. SLA breach timestamps stored on HD Ticket records are preserved as metadata fields on the migrated Freshdesk ticket for reporting continuity. Complex SLA escalation rules (such as server-script-driven escalations in Frappe) do not have a direct Freshdesk equivalent and are documented for manual rebuild.

Frappe Assignment Rules automate ticket routing based on conditions (subject keywords, customer tier, ticket type). Freshdesk's equivalent is Ticket Field Rules (under Admin > Workflows) or Dispatcher Rules (available on Pro and higher tiers). We export assignment rule definitions as a written inventory with condition logic, rule actions, and recommended Freshdesk rule configuration. Complex rule logic with nested conditions or server-script triggers may require simplification in Freshdesk. We do not migrate assignment rules as code; the admin rebuilds them post-migration.

Frappe KB Articles are DocTypes with category assignments and HTML content. We migrate articles and category hierarchy to Freshdesk Articles and Categories under Admin > Knowledge Base. Article view counts and feedback ratings are not always transferable (Frappe stores these as separate analytics records), so we migrate the content and structure and note that view/feedback history is archived rather than imported. Canned responses migrate as Freshdesk预设回复 templates under Admin >预设回复 Templates.

Tags on HD Ticket are stored as Tag entries linked to the ticket. We extract all distinct tag names and map them to Freshdesk ticket tags during import. If the destination Freshdesk plan does not include tagging, tags are migrated as a custom text field on the ticket for reference. Tag-based ticket filtering rules require manual rebuild in Freshdesk as Ticket Field Rules.