Migrate from FuseDesk to Freshdesk

FuseDesk Cases map directly to Freshdesk Tickets. Case status, priority, assigned Agent, created-at and updated-at timestamps, and all associated channel threads migrate into Freshdesk Ticket records. The source Agent email is resolved to a Freshdesk Agent account that we provision during migration. If a FuseDesk Case is linked to a contact from Infusionsoft/Keap or ActiveCampaign, we create or match that contact in Freshdesk before writing the Ticket so the requester relationship is satisfied at insert time.

FuseDesk rich notes and inline checklists on Cases migrate as Freshdesk Conversation entries of type note or response attached to the parent Ticket. Checklist items are written as a structured text block within the conversation body since Freshdesk does not have a native checklist construct on Ticket conversations. The original note timestamp is preserved in the conversation created_at field.

FuseDesk Departments organize Agents and define Case routing. Each Department migrates as a Freshdesk Group with the same name. Agent-to-department memberships map to Freshdesk Agent group assignments. If the destination Freshdesk account already has groups, we reconcile by name and merge or create as needed to avoid duplicate groups.

FuseDesk Agents migrate to Freshdesk Agents by email match. We extract agent names, email addresses, and role assignments (admin, regular) from the source API. Agent login credentials do not migrate; Freshdesk sends an invitation email to each migrated agent address so the customer's admin provisions accounts. Any FuseDesk agent without a corresponding Freshdesk agent invite is held in a reconciliation queue for manual provisioning before the production migration phase begins.

FuseDesk pulls contacts from Infusionsoft/Keap and ActiveCampaign via two-way sync, storing synced fields on the Case. We migrate the contact name, email, phone, and any custom contact properties available via the FuseDesk API. Contacts are written to Freshdesk before Tickets so that the requester relationship resolves at Ticket insert. If a contact email appears on multiple Cases, we create a single Freshdesk Contact and link all related Tickets.

FuseDesk custom fields on Cases vary by account configuration. We discover the custom field schema via the FuseDesk API, create equivalent custom fields in Freshdesk (with matching types: text, number, dropdown, checkbox, date), and map values during Case-to-Ticket migration. Freshdesk custom fields must be created in the destination account before the migration runs; we provide a field creation checklist as part of the pre-migration preparation step.

FuseDesk aggregates email, SMS, live chat, Facebook Messenger, Instagram DM, and phone into unified Case threads with per-message channel metadata. Each message in the thread migrates as a Freshdesk Conversation entry. The original channel type is preserved as a custom conversation field on each entry. SMS, social, and chat content that does not fit Freshdesk's standard conversation model is stored as a conversation note with channel attribution in a custom field.

FuseDesk email, SMS, and note Templates export as structured content categorized by type. Freshdesk Canned Responses serve a similar agent-assist function but have a different content model. We export full template body and subject text and deliver a written handoff document with template content organized by category so the customer's admin can copy-paste into Freshdesk Canned Responses. Automated Template-to-Canned-Response migration is not supported because the content structures differ.