Migrate from HelpDesk 3 to Freshdesk

HelpDesk 3 Tickets map 1:1 to Freshdesk Tickets. The source ticket status (open, pending, resolved, closed) maps to Freshdesk's Ticket Status values. Priority and assignee transfer as typed fields. We resolve the linked Customer (requester) by email match against the Freshdesk Contact or Company at migration time. Multi-email linking to a single ticket is flattened to the primary requester email with secondary emails stored in a custom field.

HelpDesk 3 separates email threads and live chat transcripts as distinct conversation records under a single ticket. We merge these into a single chronological Freshdesk conversation thread, tagging each message with its original channel (email or chat) so context is preserved. The merged thread is inserted in timestamp order against the migrated Ticket. This merge step is essential because leaving them separate produces out-of-order or duplicate messages in Freshdesk's unified timeline.

HelpDesk 3 Customer records map to Freshdesk Contacts. Name, email, phone, and company association transfer directly. If the HelpDesk 3 customer has a company affiliation, we create a Freshdesk Company first, then link the Contact to it via the company_id lookup. Language and timezone fields migrate to Freshdesk Contact properties where supported.

HelpDesk 3 Agent accounts map to Freshdesk Agents. We match by email address; any HelpDesk 3 Agent without a matching Freshdesk Agent is held in a reconciliation queue for the customer's admin to provision before record import. Role assignments (admin, agent) transfer to Freshdesk's group and role model. Availability settings are documented for rebuild in Freshdesk's group configuration.

HelpDesk 3 FAQ articles export as structured HTML content. We remap categories to Freshdesk Sections and Categories, preserving article visibility (public, internal) and language settings where multilingual content exists. Articles are inserted via the Freshdesk API or CSV import into the corresponding section. We flag any articles with broken internal links for the customer's admin to repair post-migration.

File attachments linked to tickets and FAQ articles are exported to cloud storage and re-linked in Freshdesk using the Freshdesk attachment API. Attachments stored as external URLs rather than files are preserved as plain-text URL fields on the ticket. We validate attachment integrity during the export phase and flag any orphaned or unreadable files for the customer's admin.

HelpDesk 3 per-ticket and per-customer custom fields require pre-creation in Freshdesk before migration. We audit HelpDesk 3's custom field definitions during discovery, map each to an equivalent Freshdesk custom field type (text, dropdown, date, number, checkbox), and coordinate with the customer to create the destination fields in their Freshdesk account before the import phase begins. This pre-creation step is mandatory because Freshdesk rejects imports for undefined custom fields.

HelpDesk 3 tags on tickets and articles migrate as Freshdesk Tags. We preserve tag names exactly and apply them to matching records in Freshdesk. Tag namespaces between platforms are normalized at migration time. Tags used for routing in HelpDesk 3 are documented for the customer to rebuild as Freshdesk Ticket Fields or automations post-migration.

HelpDesk 3 ticket status workflows (open, pending, resolved, closed, and any custom statuses) map to Freshdesk Ticket Status values. We document each source status and its destination equivalent, flagging any custom statuses that lack a direct Freshdesk equivalent for the customer to address in Freshdesk's Admin Ticket Fields configuration.