Migrate your Freshdesk data

Tickets are the primary object. All standard fields (subject, status, priority, type, channel, source, group, agent, requester, company) are documented and stable. Conversations, attachments, and time entries nest under tickets. We map channel types explicitly for destinations that do not support all Freshdesk source channels (phone, forwarded email, tweet, Facebook, survey feedback).

Contacts are standard with name, email, phone, job title, company association, and language. Custom contact fields are supported via Admin > Support Operations > Customer Fields. The API exposes list and view endpoints at 20-100 calls per minute depending on plan. We bulk-fetch contacts in paginated batches respecting rate limits.

Companies are a separate object linked to contacts. Import via CSV requires a company column in the contact CSV; missing company names create new company records. We preserve the contact-company relationship and map it to any CRM that uses Accounts or Organizations.

Agents are full-license users with group and role assignments. Agent groups and team structures are migrated as role maps. We flag agents who are also ticket requesters to prevent circular references in the destination system.

Custom fields must be created in the destination before import. On Freshdesk, custom fields are managed via Admin > Support Operations > Customer Fields or Ticket Fields. All custom field definitions are fetched via the API field endpoints. We map picklist values and multi-select fields with explicit value translation between source and destination schemas.

Custom Objects use entity storage introduced with FDK 7.3.x and are not accessible across apps. They are created via the developer platform or in-product experience and have their own REST API endpoints for CRUD operations. We read the custom object schema via the API and map each entity and relationship individually per destination. Custom Objects are only available on Pro and above.

Products are used to associate items with tickets and track assets. Standard object with name, description, and status. We migrate product-to-ticket associations as ticket custom fields or linked objects depending on the destination schema.

SLA Policies define response and resolution times per plan tier. Only available on Pro and Enterprise plans. We audit SLA policy definitions and map them to equivalent SLA constructs in the destination platform, noting any feature gaps.

Forums hold community discussions. Categories contain Topics, and Topics contain Posts. The forum structure is flat in Freshdesk. We map Forum Categories to KB Categories in destinations that support community forums and flatten nested topics as needed.

Articles live in categories and folders with attachments and translations. Multi-language support via .yml file upload is available. We export articles with all translations, attachments, and folder hierarchy and map them to KB Articles or Help Center articles in the destination.

Tags are cross-object labels applied to tickets, contacts, companies, and solutions. The tag list is flat with no hierarchy. We migrate tags as-is and map them to equivalent tagging systems in the destination.

Conversations are the messages within a ticket: public replies, private notes, and incoming emails. Each conversation has an author, timestamp, body, and attachments. We preserve full conversation threads in chronological order and map channel attribution to the destination's conversation model.

Agents can log billable or non-billable time against a ticket. Time entries include duration, note, and billable flag. We migrate time entries as line items or custom fields depending on whether the destination supports native time tracking.

Post-resolution CSAT surveys generate satisfaction ratings attached to tickets. Ratings include score (satisfied/dissatisfied) and comment. We preserve satisfaction ratings as custom fields or survey objects in the destination.

Collaborators are view-only users who can be added to tickets to provide context without taking actions. Included up to 5,000 on paid plans. We migrate collaborators as Contacts and note their view-only role; the destination may require explicit permission mapping.