Migrate from Freshdesk to Salesforce Service Cloud

Freshdesk Tickets map directly to Salesforce Cases. We transform Freshdesk status (Open, Pending, Resolved, Closed) to Salesforce Status (New, Working, Escalated, Closed), and priority maps to Case Priority with a custom field fd_original_priority__c preserving the source value. The Freshdesk agent assignment resolves to Salesforce Case OwnerId via User email lookup. Non-standard channel sources (phone, Facebook, tweet, survey feedback) are normalized to Salesforce Case Origin values during transformation with the original channel name stored in a custom fd_channel_source__c field.

Freshdesk ticket conversations (incoming emails, public replies, private notes) map to Salesforce EmailMessage records linked to the Case. We separate public conversations from private notes: public threads become EmailMessage with IsIncoming=false for agent replies and IsIncoming=true for customer messages; private notes map to a custom fd_private_note__c field on the Case to preserve audit context without creating a separate EmailMessage record. Attachments migrate as ContentDocument records linked via ContentDocumentLink.

Freshdesk Contacts (requesters) map to Salesforce Contact. We resolve the parent Account via Freshdesk company_id and link Contact.AccountId before insert. Custom contact fields from Freshdesk Admin > Support Operations > Customer Fields create matching Salesforce custom fields on Contact. Email uniqueness is enforced as the dedupe key; contacts with duplicate emails receive a fd_original_id__c suffix for manual reconciliation.

Freshdesk Companies map to Salesforce Account. The company domain becomes the Account Website field and is used as the dedupe key during import. Freshdesk company custom fields map to Salesforce Account custom fields. We create Account records before Contact import so that Contact.AccountId references are satisfied at insert time.

Freshdesk Agents map to Salesforce User records by email match. We extract every distinct agent referenced on Tickets and Conversations and match against the destination Salesforce org's User table. Agents without a matching User go to a reconciliation queue for the customer admin to provision before migration resumes. Agents who are also ticket requesters are flagged to prevent circular ownership references.

Freshdesk Products associated with tickets migrate as Salesforce Product2 records with a custom fd_product_id__c field preserving the Freshdesk product reference. Product-to-ticket associations transfer as a custom multi-select picklist fd_associated_products__c on the Case. Standard Pricebook entries are created during migration if the customer uses Opportunity-based selling in Salesforce.

Freshdesk SLA policies (available on Pro and Enterprise) map to Salesforce Entitlement Processes and Milestones tied to Entitlement records on the Account. First Response and Resolution Hours from Freshdesk become Entitlement Milestone business hours and urgency thresholds. We audit every Freshdesk SLA policy definition during scoping and map them to Salesforce equivalents or flag policy gaps in the destination.

Freshdesk post-resolution satisfaction ratings (satisfied/dissatisfied with optional comment) migrate to a custom Case field fd_satisfaction_rating__c storing score and comment. CSAT history is preserved for reporting in Salesforce. We do not migrate Freddy AI-assisted resolution scores unless they are stored as explicit satisfaction ratings in Freshdesk.

Billable and non-billable time entries from Freshdesk migrate to a custom Case field fd_time_entries__c storing a JSON array of duration, note, and billable flag. If the customer uses Salesforce Field Service or a time-tracking integration, we map time entries to the appropriate time-tracking object during scoping. We flag the chosen strategy before migration begins.

Freshdesk tags are cross-object labels applied to tickets. We migrate tags as Salesforce Topics with TopicAssignment records linked to Cases, or as a custom multi-select picklist fd_tags__c depending on the customer's tagging strategy chosen during scoping. The tag list is flat with no hierarchy in Freshdesk, so no parent-child resolution is required.

Freshdesk Articles migrate to Salesforce Knowledge Articles. Folder hierarchy from Freshdesk becomes Data Category Groups in Salesforce Knowledge, preserving top-level and second-level category structure. Multi-language articles export with all translations and migrate as separate Salesforce Knowledge Article Versions linked to the master Article record. Attachments migrate as ContentDocument records attached to the article.

Freshdesk Forum Categories and Topics migrate to a custom object forum_category__c with topics as child records, or to Experience Cloud Community functionality if the customer licenses it. We scope this during discovery because Forum data is often used for community support rather than agent-facing case management. The flat Freshdesk forum structure maps to a parent-child custom object schema in Salesforce.