Migrate from Gladly to Freshdesk

Gladly Customer Profiles map to Freshdesk Contacts using email as the primary dedupe key and mobile phone as a secondary dedupe attribute. Each Gladly Customer record carries a unique Customer ID that is preserved as a custom field gladly_customer_id__c on the Freshdesk Contact for audit and reporting continuity. Note that Gladly allows one open Conversation per Customer at a time; we preserve the full profile regardless of whether the customer had active or resolved Conversation history.

This is the central transformation in the migration. Gladly's single-open Conversation per Customer does not map 1:1 to Freshdesk Tickets because a single Gladly Conversation can span multiple issue types and channels. We split each Gladly Conversation into Freshdesk Tickets by channel (email, SMS, voice, chat) and, where Topics are present, by Topic classification. The original Gladly Conversation ID is preserved in a custom field gladly_conversation_id__c on each resulting Freshdesk Ticket. Customers with high conversation density will see a higher ticket count in Freshdesk than their Gladly Conversation count; this is expected and we document the ratio during scoping.

Gladly Conversation Items represent individual messages across all channels (email body, SMS text, voice transcript segment, chat message) within a Conversation. We migrate each Item as a Freshdesk Conversation note on the parent Ticket, preserving the channel metadata (channel_type), timestamp, agent attribution (from_user_id), and any attachment URLs. Voice call transcripts migrate as internal notes unless the customer requests customer-visible replies for transcript sharing.

Gladly Topics are taggable classification labels applied to Conversations for routing, SLA tracking, and analytics. We export Topic assignments per Conversation and apply them as Freshdesk Tags on the corresponding Ticket(s) after the split. If the customer's Gladly instance uses a Topic hierarchy (parent Topic with sub-Topics), we flatten these into a dot-separated tag string (e.g., Billing.Refund, Billing.Subscription) to preserve the hierarchy within Freshdesk's flat tag model.

Gladly User records (name, email, role, permissions, active/inactive status) map to Freshdesk Agents. Resolution is by email address match. We export all agents including inactive ones so that historical assignments in Conversation Items can be attributed correctly. Any Gladly User without a matching Freshdesk Agent email is placed in a reconciliation queue for the customer's admin to provision before the agent migration phase runs.

Gladly Answers articles with their category hierarchy and article metadata export to Freshdesk Solutions. Article content migrates as HTML or markdown depending on the original format. We preserve article status (draft, published) and author attribution. AI-generated response drafts from Gladly's AI assistant do not migrate as standalone articles; they are documented as a note that the customer should review Freshdesk's FREDDY AI article suggestion feature as the equivalent capability.

If the customer's Gladly instance uses custom objects (products, orders, subscriptions, loyalty records), we audit the custom object schema during discovery and map it to Freshdesk's Custom Object framework available from the Growth plan onward. Custom Object records in Freshdesk can be associated to Contacts and Tickets via lookup fields. We pre-create the destination Custom Object schema including all field types before any data import to avoid validation failures during load.

Gladly Webhook configurations (event triggers, endpoint URLs, retry policies, and payload filters) are exported as a written configuration inventory. Freshdesk's outbound webhooks (available on Growth plan and above) require reconfiguration by the customer's admin because webhook event names and payload schemas differ between platforms. We do not automate the webhook reconfiguration but provide the full inventory with Freshdesk equivalent field mapping so the admin can rebuild them manually or via Freshdesk's automation builder.