Migrate from GrooveHQ to Freshdesk

Groove Conversations map directly to Freshdesk Tickets. The conversation message thread becomes the ticket conversation field, preserving every customer and agent message in chronological order with author attribution and timestamp. We extract conversation status (open, pending, resolved, archived) and map to Freshdesk ticket status values. The original Groove conversation ID is preserved in a custom Freshdesk field for audit traceability. Attachments embedded in messages are downloaded from Groove's file storage and re-uploaded to Freshdesk's ticket attachments, with original filenames and MIME types retained.

Groove Customers map to Freshdesk Contacts. We extract name, email address, phone number, and any contact-level custom fields and map them to the corresponding Freshdesk contact fields. The contact's creation timestamp and last updated timestamp transfer as custom fields for historical ordering. If the source Groove account uses company-level association on the Customer record, we create a Freshdesk Organization record and link the Contact to it.

Groove Company records map to Freshdesk Organizations. We extract company name, domain, address, and company-level custom fields and map them to Freshdesk Organization fields. If the source account does not use the Company object, we create Organizations from the domain extracted from linked Customer email addresses. The Organization is created before Contact import so that the contact-to-organization lookup is satisfied at insert time.

Groove Agents map to Freshdesk Agents (users with agent permissions). We resolve by email match against the Freshdesk user table. Agent display names and group assignments transfer to Freshdesk user profiles and group memberships. Any Groove agent without a matching Freshdesk user is placed in a reconciliation queue for your admin to provision before record import resumes.

Groove tags applied to Conversations transfer to Freshdesk ticket tags. Tags are a flat key-value list in Groove; we preserve the full tag list per conversation and attach it to the corresponding Freshdesk ticket. Freshdesk applies tags as a comma-separated list on each ticket. We do not migrate Smart Folder-defined tag filters as functional equivalents; these are documented in the configuration inventory for your admin to recreate as Saved Views.

Groove Inboxes map to Freshdesk Groups. Each Inbox name and its assigned agents transfer to a corresponding Freshdesk Group with member assignments. Groove's inbox-level permissions model translates to Freshdesk group membership. Groove plan tiers cap inboxes at 2, 5, or 25—we validate that the destination Freshdesk plan accommodates the source inbox count before migration and flag any excess.

Groove Knowledge Base containers transfer as Freshdesk Solution categories. We preserve the knowledge base name, locale settings, password protection flag, and primary flag. Groove's primary knowledge base becomes the default Freshdesk solution category; non-primary knowledge bases are transferred as additional solution categories if the destination Freshdesk plan supports multiple categories. If the source account downgraded from Pro, non-primary bases were deactivated—we capture these as archived categories in the migration inventory.

Groove Knowledge Base Articles map to Freshdesk Solution articles within their respective categories. We extract article title, body content (HTML), meta title, meta description, open graph fields, and status (published, draft). Category structure is preserved so that articles sit under the same section hierarchy in Freshdesk. Attachments within articles are downloaded and re-uploaded to Freshdesk's article attachments. We do not migrate article view counts or upvote/downvote history as these are usage metrics not content data.

Groove conversation-level custom fields (dropdown, date, text) map to Freshdesk ticket custom fields. We identify each custom field during schema discovery, extract its type, and create the corresponding Freshdesk ticket field. Values are transferred as literal data for each conversation-to-ticket record. Note that Groove conversation-level custom fields are only available on Plus and Pro plans; Standard-tier source accounts may have empty values in these fields, which we flag during scoping. Freshdesk field types must be matched precisely—Groove dropdowns become Freshdesk dropdowns with equivalent option values.

Groove Rules (automations) are exported as structured JSON capturing trigger events, conditions, and actions. We do not implement them as Freshdesk Scenario Automations because the rule engine semantics differ. We deliver a written inventory of every active Groove Rule with its trigger type, conditional logic, and recommended Freshdesk Scenario equivalent, plus the step-by-step rebuild instructions. Your admin recreates these post-migration in Freshdesk's automation builder.

Groove Instant Replies map to Freshdesk Canned Responses. We transfer the full library including response title, body content (with variable placeholders), and the Inbox or Group scope. Variable placeholders from Groove syntax are mapped to Freshdesk's {{ticket.url}} and {{contact.name}} equivalents where the syntax is unambiguous. Responses with non-transferable dynamic placeholders are flagged in the handoff document for manual cleanup.

Groove Smart Folders are saved filter views based on status, assignee, inbox scope, or custom field conditions. We do not transfer Smart Folder logic as live Freshdesk Saved Views because the filter condition syntax differs. We document every Smart Folder's filter criteria (field, operator, value) as a written specification with the equivalent Freshdesk Saved View configuration steps. Your admin applies these to recreate the views post-migration.