Migrate from HelpCrunch to Freshdesk

HelpCrunch Customers map to Freshdesk Contacts with the standard name, email, userId, and phone fields transferred directly. Custom properties on HelpCrunch customers (text, number, date, checkbox types) map to Freshdesk Contact Fields of the corresponding type. We resolve the Freshdesk Contact by email as the dedupe key during import to prevent duplicate contact creation when customers appear in both chat and email channels.

HelpCrunch Conversation records represent a unified chat thread with messages and metadata. We split each conversation into one Freshdesk Ticket, with the opening customer message and all subsequent message exchanges preserved as Ticket Conversations. The HelpCrunch conversation status (open, resolved, closed) maps to Freshdesk ticket_status (open, pending, resolved, closed). Conversation assignee and tags transfer to Freshdesk ticket fields.

HelpCrunch email conversations map to Freshdesk Tickets with the same thread structure as chat-to-ticket conversion. The subject line becomes the Freshdesk ticket subject, and the email thread body becomes the initial ticket conversation. Channel source metadata is preserved in a custom ticket field for audit.

HelpCrunch knowledge base articles have a flat structure with title, content, and SEO metadata. Freshdesk organizes knowledge base content as Solutions inside Sections inside Categories. We analyze the HelpCrunch article taxonomy during scoping and map articles into Freshdesk Sections and Categories, recreating the folder hierarchy. Article content and metadata transfer; any in-widget embedding context does not persist and must be reconfigured in Freshdesk's help center settings.

HelpCrunch Saved Replies are team-scoped key-value pairs used during chat. These map to Freshdesk Canned Responses, which are accessible from the ticket reply editor. We preserve the reply content and variable placeholders, and assign canned responses to the appropriate Freshdesk group or leave them accessible org-wide based on the source HelpCrunch team's scope.

HelpCrunch email templates (subject, body HTML, and variable placeholders) transfer to Freshdesk Email Templates of the same structure. Variable substitution syntax differs between platforms; we transform HelpCrunch variable syntax to Freshdesk template variable format during import so that dynamic field substitution works correctly in the destination.

Tags applied to HelpCrunch Customers and Conversations transfer directly to Freshdesk Tags on Contacts and Tickets respectively. The flat tag taxonomy preserves without transformation.

HelpCrunch custom properties on customers (text, number, date, checkbox) map to Freshdesk Contact Fields or Ticket Fields depending on whether the property applies to customer context or conversation context in the source account. We determine the appropriate destination during scoping and create the corresponding Freshdesk field before import.

HelpCrunch chatbot flows (rule-based node trees) contain message content and branching logic that has no direct Freshdesk equivalent as migratable code. We extract the chatbot message content and store it in a document for the customer's Freshdesk admin to reference when building Freshdesk automation rules or configuring Freddy AI flows post-migration.

HelpCrunch auto messages include popup triggers and proactive chat invitations with behavioral targeting rules. We export the message content and basic trigger metadata, but the behavioral conditions (page visited, time on site, etc.) are HelpCrunch-specific and cannot be directly transferred. We provide a written map of each auto message with its content and recommended Freshdesk automation equivalent for the admin to rebuild.