Migrate from Freshservice to Salesforce Service Cloud

Freshservice Tickets map directly to Salesforce Cases. The Freshservice display_id becomes Case.CaseNumber to preserve the original ticket identifier; subject maps to Subject; description maps to Description; status maps to Status with a value mapping table (Open to New/Open, Pending to On Hold, Resolved to Closed); priority maps to Priority. Full conversation threads (internal and public notes) migrate as EmailMessage records linked to the Case. Custom ticket fields map to custom Case fields pre-created in the destination org with equivalent picklist and text types.

Freshservice Agents (licensed users) map to Salesforce Users by email address match. Agent role (Admin, Agent, Requester) maps to Salesforce Profile and Role assignments the customer specifies during scoping. Group membership in Freshservice maps to Salesforce Queues. Any Agent without a matching Salesforce User is held in a reconciliation queue for the customer's admin to provision before record import. Service Cloud Agent Console license is assigned to migrated agents at the destination tier.

Freshservice Requesters (end users who submit tickets) map to Salesforce Contacts under Account records. Requester email, name, phone, and organization (from Freshservice Department) migrate as typed Contact fields. If a Requester's organization maps to a fresh Salesforce Account, that Account is created before the Contact insert to satisfy the AccountId lookup. Requester custom fields migrate to custom Contact fields pre-created in the destination org.

Freshservice Assets (hardware, software, and network items tracked in the CMDB) map to Salesforce Asset records. Freshservice CI type, serial number, IP address, and associated agent map to Asset.Name, Asset.SerialNumber, a custom IP_Address__c field, and the linked Contact respectively. Organizations using Freshservice asset discovery for automated network inventory should note that Salesforce Asset is product-contract centric rather than discovery-centric; a supplemental CMDB export is recommended alongside the Asset migration for teams relying on CI-level detail.

Freshservice Changes (planned IT modifications with risk level, approvers, and CI linkage) map to a custom Change Request object in Salesforce. The destination schema is pre-created during scoping because Salesforce does not ship a native Change Management object outside of Field Service or Governance Risk and Compliance (GRC) modules. Change type, risk level, implementation plan, and approver chain migrate as custom fields on the Change Request object. Approval workflow from Freshservice is documented and handed off; it does not migrate as Salesforce Approvals.

Freshservice Problems (root cause records linked to one or more incidents) map to Salesforce Cases with a custom Problem_Record__c flag to distinguish them from standard cases. The linkage between Problem and related incident tickets is preserved by storing the linked Case IDs in a custom text field Problem_Linked_Cases__c on the parent Problem Case, and conversely storing the Problem reference on each linked incident Case. This preserves the relationship in a way that custom reports can surface without native many-to-many case linkage.

Freshservice Service Catalog items (request forms with multi-step workflows and approval chains) do not migrate as active catalog items in Salesforce. We deliver a written catalog inventory that maps each Freshservice catalog item to a Salesforce Flow with an Approval Process, a Service Catalog (Experience Cloud) item, or a Case Record Type and Path combination depending on the customer's chosen configuration. Form logic, conditional fields, and approval routing are documented for the customer's admin to rebuild.

Freshservice Custom Object records (Forest and Enterprise plans) migrate to Salesforce Custom Objects of equivalent API name. The destination schema is pre-created in the sandbox with all custom fields and validation rules before any data import. Freshservice does not support defining relationships from Custom Objects to native objects like Tickets or Assets; if the source uses such references, we store the related record ID as a text field rather than a native lookup and document the gap in the migration report. Custom object naming convention is preserved with a __c suffix per Salesforce standard.

Freshservice Solutions (knowledge-base articles with categories) map to Salesforce Knowledge Articles. Article title, body, and status migrate to Knowledge Article Version fields. Freshservice category structure (top-level folders, second-level categories) maps to Data Category Group and Data Category assignments in Salesforce Knowledge, which uses a different hierarchical model. We map the structure and document the taxonomy differences. Article-to-ticket linkages are preserved by storing the related Case number in a custom field on the article.

Freshservice SLA Policies (response and resolution time targets tied to ticket priority or type) map to Salesforce Entitlement Processes and Entitlement records. Each Freshservice SLA policy becomes an Entitlement Process with milestone triggers matching the original response and resolution hour targets. Entitlement records are linked to Accounts or Contacts depending on the customer's service model. SLA assignment at the ticket level maps to the Entitlement lookup on Case.

Freshservice CSAT and CES survey records migrate to Salesforce as custom Case fields capturing satisfaction score, free-text response, and timestamp. Survey metadata (questions, response options) is documented in the migration report as a separate asset for the customer's admin to configure in Salesforce Surveys or a third-party survey tool. The ticket-to-survey association migrates by linking the response record to the original Case ID.

Freshservice Locations and Departments (organizational metadata for ticket routing and asset assignment) migrate as reference data. Locations with address details map to Salesforce Account shipping or billing address fields. Departments with no address are stored as a custom picklist field on Contact and User records. This data is migrated first as reference data so that routing logic in Freshservice can be translated into Salesforce assignment rules or Omni-Channel routing configuration post-migration.