Migrate from Gmelius to Freshdesk

Gmelius Shared Inboxes map to Freshdesk Inboxes with all conversations within each Shared Inbox ingested as Freshdesk Tickets. Each ticket inherits the Shared Inbox name as a tag for traceability. We use the Gmail API to export full thread content including headers, attachments, and inline images, then ingest via Freshdesk Tickets API with conversation threads preserved as ticket conversations in chronological order.

Each Gmelius conversation thread becomes a single Freshdesk Ticket with the original email body as the first conversation entry and all subsequent replies appended in timestamp order. We preserve the original sender, recipient, CC/BCC fields, subject line, and thread ID. Attachments migrate as Freshdesk ticket attachments linked to the conversation entry.

Gmelius Shared Labels export via Gmail API as label strings. We recreate them as Freshdesk Tags with identical names, preserving the label-to-conversation association. Multi-level label hierarchies in Gmelius (parent/child labels) flatten to a single tag namespace with an underscore separator (e.g., priority_urgent) in Freshdesk to avoid structural incompatibility.

Gmelius shared email templates with variable placeholders migrate to Freshdesk Canned Responses. We preserve the template body, subject line, and placeholder syntax (Gmelius uses double curly brace syntax {{variable}}) and recreate them in Freshdesk's Canned Response editor. If the team uses Gmelius Shared Drafts, these migrate as additional Canned Responses in Draft state for agents to complete and send manually.

Gmelius Kanban board columns (e.g., Open, Pending, Resolved) map to Freshdesk ticket status values that we configure in Freshdesk Admin Settings before migration. Each board-to-status mapping is documented during discovery. We also create Freshdesk Custom Views matching each Kanban board layout so agents can visualize ticket pipelines post-migration. Custom card metadata attached to Gmelius Kanban cards migrates as ticket notes.

Gmelius does not maintain a standalone contact database; contacts live in the Gmail contact layer accessible via Google Contacts API. We export all contacts and their associated email addresses, company associations, phone numbers, and any Gmelius-specific tags applied to the contact. If a contact has an associated company domain, we create a Freshdesk Company record and link the Contact to it. Contacts without company associations migrate as standalone Freshdesk Contacts.

Gmelius Automation Rules define conditional routing, auto-assignment, and follow-up sequences stored as extension-local state with no export mechanism. We capture every Automation Rule during a guided discovery walkthrough by screen-recording the rules UI, documenting the trigger condition, action sequence, and any AI dispatching logic. We deliver a written rebuild guide mapping each Gmelius rule to its equivalent Freshdesk Automation (trigger type, conditions, actions) that the customer's Freshdesk admin implements post-migration.

Gmelius SLA rules and analytics (Growth tier) migrate as structured metadata on Freshdesk Tickets rather than as native Freshdesk SLA Policies (which require Pro tier). We export SLA rule definitions (time thresholds, business hours, escalation contacts) as a JSON attachment on each ticket and as custom field values for first-response and resolution due timestamps. The customer rebuilds native Freshdesk SLA Policies if they have a Pro plan.

Gmelius users correspond to Google Workspace accounts. We export the full user list with email, display name, and role (Admin, Member) and provision matching Freshdesk Agents via the Freshdesk Agents API. Agent group memberships in Gmelius map to Freshdesk Groups. Gmelius does not have an agent groups feature, so any informal team structure documented in Gmelius is recreated as Freshdesk Groups during migration.

Gmelius thread notes and @mentions are exported as Freshdesk Ticket Notes. We preserve the note content, the original author (matched to Freshdesk Agent by email), and the timestamp. Notes migrate as private internal notes in Freshdesk so the same visibility constraints are maintained post-migration.