Migrate from Help On Task to Freshdesk

Help On Task tickets map to Freshdesk Ticket records. We extract ticket ID, subject, description, status (open, pending, resolved, closed), priority, requester email, assignee email, created_at, updated_at, and conversation thread from the CSV export. Status values map directly to Freshdesk's Open, Pending, Resolved, Closed statuses. If Help On Task uses custom status labels, we map them to Freshdesk's ticket statuses and create custom ticket status values if the destination plan supports them.

Help On Task customer profiles (name, email, phone, company) map to Freshdesk Contact records. Email is the dedupe key. We resolve the contact in Freshdesk before ticket import so that the requester_id foreign key is satisfied. If Help On Task stores company name separately, we create or match a Freshdesk Company record first and link the Contact to it.

Help On Task customers with the same company name are deduplicated into a single Freshdesk Company record. If multiple Help On Task customer records share the same company string, we merge them into one Company with multiple associated Contacts. Company domain mapping uses the email domain as the primary match key.

Help On Task agent accounts (email, name, role, status) map to Freshdesk Agent records. We verify that the destination Freshdesk plan (Blossom or above) supports the agent count being migrated. Agents without email addresses in Help On Task go to a reconciliation queue for manual resolution before migration. Group assignments in Help On Task map to Freshdesk Groups if the destination has Groups configured.

Help On Task tags on tickets map to Freshdesk Tags. We extract tag names from the CSV export, create matching tags in Freshdesk before ticket import, and re-associate each tag to its ticket record during import. Freshdesk's tag model supports up to 100 tags per ticket and unlimited unique tags in the account. We flag any tag name that exceeds Freshdesk's 50-character limit for renaming.

Help On Task custom fields on tickets are not accompanied by schema definitions in CSV exports. We request a screenshot or manual list of field definitions from the customer (field name, type, required flag, options list) and create corresponding Freshdesk ticket fields under Admin > Ticket Fields before importing any tickets. If field types do not match (e.g., Help On Task uses a free-text field where Freshdesk has a dropdown), we flag the mismatch and choose the closest Freshdesk field type, noting it in the migration report.

Help On Task attachments are stored as signed or time-limited URLs that expire when the source account is closed. We download every attachment referenced in the ticket CSV to a temporary blob store before the source account is deactivated. During Freshdesk import, we re-upload attachments to Freshdesk's cloud storage and link each file to its parent ticket record. Any attachment that cannot be downloaded before account closure is flagged as unrecoverable in the migration report.

Help On Task conversation threads (customer replies, agent responses, internal notes) are exported as a list of message entries per ticket. We reconstruct the conversation order by created_at timestamp, map sender email to the Freshdesk Contact or Agent record, and write each message as a Freshdesk Conversation (Reply or Note type). HTML-formatted message bodies are preserved; plain-text messages are wrapped in a p tag for rendering consistency.

If Help On Task has an associated knowledge base or FAQ export, we map article titles, body content, category names, and publication status to Freshdesk Knowledge Base articles under Admin > Knowledge Base. Published articles import as active; draft or archived articles import with their original status and are flagged for the admin's review before publishing. We note any inline images in article bodies as requiring manual re-upload because image URLs from Help On Task may be domain-locked.