Migrate from Help Sumo to Freshdesk

Help Sumo tickets map directly to Freshdesk tickets with status, priority, assignee, and created/updated timestamps preserved. We map Help Sumo status values (Open, Pending, Resolved, Closed) to Freshdesk status values (Open, Pending, Resolved, Closed) which use the same semantic model. Priority mapping follows Help Sumo's priority levels to Freshdesk's urgent, high, medium, low. Conversation entries migrate as separate conversation entries under each Freshdesk ticket, preserving internal notes and public replies with author attribution and timestamps.

Help Sumo customer profiles (name, email, company, contact history) map to Freshdesk Contacts. Email serves as the dedupe key during import. Help Sumo custom fields on customer profiles map to Freshdesk Contact custom fields, with type compatibility verified during scoping. If Help Sumo stores multiple companies per customer, we create multiple Freshdesk Contact records and link them to a Freshdesk Company record.

Help Sumo company names associated with customer profiles map to Freshdesk Company records. The Company object in Freshdesk acts as a parent to Contact records via the company_id field. We create Companies before Contacts so the lookup relationship is satisfied at import time. If a Help Sumo customer record has no company association, the Contact migrates without a parent company.

Help Sumo agent accounts (name, email, role, permission level) map to Freshdesk Agent records. Role mapping translates Help Sumo's permission levels to Freshdesk's Agent, Ticket Admin, and Full Admin roles. Group assignments migrate to Freshdesk Groups, which control ticket routing and visibility. We resolve agents by email match; any agent without a corresponding Freshdesk user account goes to a reconciliation queue for the customer's admin to provision before import.

Help Sumo tags are flat-label descriptors applied to tickets. Tags migrate directly to Freshdesk Tags, which attach to tickets at import time. We preserve the full tag vocabulary from Help Sumo and flag any tag name conflicts (duplicate tag names that differ only by case or punctuation) before import. Freshdesk Tags are cross-object and can also attach to Contacts and Companies if the customer uses them for segmentation.

Each Help Sumo ticket contains a chronological conversation thread with individual message entries, timestamps, and author attribution. We migrate full message history including internal notes (mapped to Freshdesk's private note type) and public replies. Each message becomes a Freshdesk conversation entry under the migrated ticket. Author attribution maps to the Freshdesk agent or contact who sent the message, using email resolution to match.

Help Sumo Knowledge Base article content and metadata migrate to Freshdesk Articles under the corresponding category and section. Article body content transfers directly; navigation hierarchy maps to Freshdesk's category-section-article structure. We explicitly flag that Help Sumo generates article slugs that will not match Freshdesk's URL routing. The customer should set desired Freshdesk article slugs in the admin panel before migration so the generated URLs are controlled. Any public-facing KB links referenced in ticket content will need updating after cutover.

Files attached to tickets or knowledge base articles migrate as Freshdesk attachments linked to the parent ticket or article. We flag attachments exceeding Freshdesk's size limits (typically 15 MB per file) and note file types that Freshdesk does not support for inline display. Inline images embedded in ticket conversations migrate as attachments with the conversation entry.