Migrate from GREYHOUND CRM to Freshdesk

GREYHOUND Tickets map directly to Freshdesk Tickets. The source ticket ID is preserved in a custom field gh_ticket_id__c for audit and cross-referencing. Ticket status (open, pending, resolved, closed) maps to Freshdesk status values (open=2, pending=3, resolved=4, closed=5). Priority migrates as-is to Freshdesk priority (low=1, medium=2, high=3, urgent=4). Custom Ticket Fields from GREYHOUND are mapped to Freshdesk custom fields; multi-select fields map to Freshdesk dropdown or checkbox fields, and text fields map to single-line or paragraph text fields depending on content type.

GREYHOUND Customers migrate as Freshdesk Contacts. Email address is the dedupe key. If a Contact with the same email already exists in Freshdesk, we update rather than duplicate. The customer's phone, address, and custom fields migrate to Freshdesk Contact fields. We flag any GREYHOUND Customer without an email address during scoping because Freshdesk requires an email for Contact creation.

GREYHOUND Company records map to Freshdesk Companies (Organizations). The Company name becomes the Organization name. We use the Company domain or name as the dedupe key during import. Any GREYHOUND Customer linked to a Company receives the Freshdesk Organization lookup after the Organization record is created.

GREYHOUND ticket conversations (agent replies, customer replies, internal notes) map to Freshdesk ticket conversations. Incoming customer messages map to Freshdesk 'incoming' conversation entries; agent replies map to 'reply' entries; internal notes map to 'notes'. We preserve the original timestamp and author (agent name vs customer email) on each conversation entry. Thread ordering is maintained by sequencing conversation entries by their timestamp.

GREYHOUND Agents map to Freshdesk Agents. We match by email address. The agent's name, role, and group membership migrate as Freshdesk agent attributes. Any GREYHOUND Agent without a corresponding Freshdesk agent account is placed in a reconciliation queue; the customer provisions the Freshdesk agent before record import continues.

GREYHOUND Teams map to Freshdesk Groups. The group name and team lead migrate as Freshdesk group attributes. Agent-to-group membership is preserved by linking the migrated Agent records to the corresponding Group records.

GREYHOUND custom ticket fields require schema analysis during discovery to map to equivalent Freshdesk field types. Dropdown fields become Freshdesk dropdown, checkbox fields become multi-checkbox, date fields become date pickers, and numeric fields become number fields. We create the Freshdesk custom fields via the Custom Fields API before ticket migration begins.

GREYHOUND KB Articles migrate as Freshdesk Articles. The article title, body (HTML), author, and creation date migrate. Article status (published, draft) maps to Freshdesk article status. The customer chooses whether to migrate drafts as published or keep them as drafts. KB category mapping requires a manual folder assignment step because the category tree structure differs; we provide a mapping document during discovery.

GREYHOUND Tags attached to Tickets migrate as Freshdesk Tags. Tags are created on the Freshdesk side during migration and linked to the corresponding Ticket records. The customer decides during scoping whether to migrate all tags or a filtered subset.