Migrate from Helpdesk 365 to Freshdesk

Helpdesk 365 Ticket records map to Freshdesk Ticket with status, priority, assignee, requester, created date, updated date, and thread history preserved. We extract the ticket thread (public and internal notes) as conversation records, preserving the original timestamp and author agent. The ticket ID from Helpdesk 365 is stored in a custom field h365_ticket_id__c for audit traceability. Freshdesk's ticket status model (Open, Pending, Resolved, Closed) is mapped from Helpdesk 365's equivalent status values during scoping.

Helpdesk 365 Contacts (requesters) map to Freshdesk Customers. Email address is the primary dedupe key. We pull name, email, phone, organization link, language, and timezone from the Helpdesk 365 contact record. Freshdesk requires at least ten tickets in the account before a contact import will succeed; if the Freshdesk account is new, we seed a minimum of ten ticket records before running the contact import phase. Any contact without an email address is flagged during scoping for the customer to resolve before migration.

Helpdesk 365 Company records map to Freshdesk Organizations. The company name becomes the Organization name, and domain information maps to Freshdesk's domain field used for automatic contact-to-organization association. Organization is created before the contact import phase so that the organization lookup is satisfied at the moment of contact insert. If the company name in Helpdesk 365 contains special characters, we sanitize it to Freshdesk's naming constraints during the transform step.

Helpdesk 365 Agent profiles (name, email, role, team membership) map to Freshdesk Agent accounts. We resolve agents by email match against the Freshdesk destination account's agent list. If a Helpdesk 365 agent has no corresponding Freshdesk agent, we create a placeholder agent record and flag it in the reconciliation report for the customer's admin to assign proper Freshdesk permissions before go-live. Group membership in Helpdesk 365 maps to Freshdesk Groups for routing purposes.

Helpdesk 365 custom fields on tickets are pre-created in Freshdesk as identically named fields before any data import begins. Freshdesk supports String, Boolean, Number, Date, and Dropdown custom field types; we map Helpdesk 365 field types to the equivalent Freshdesk type during scoping. Helpdesk 365 Standard tier's five-field cap means most source schemas are compatible with Freshdesk Growth's custom field allowance, but we audit the source schema during discovery and flag any fields that require Freshdesk Plan upgrades for the customer before migration begins.

Helpdesk 365 tags are extracted from ticket records during ticket export (no standalone tag export endpoint is documented for Helpdesk 365). We preserve the full tag list on each ticket and create the corresponding tag in Freshdesk at migration time. Freshdesk treats tags as first-class objects; tags with identical names across multiple tickets consolidate into a single Freshdesk tag record.

Helpdesk 365 Knowledge Base articles are extracted from the SharePoint-backed KB with title, HTML body, category, and publish status. Freshdesk's Solutions API (Growth and above) accepts article title, description (HTML), section_id, and status. We flag that knowledge base migration in Freshdesk can produce duplicates (community reports of 4x article multiplication) when the same migration runs multiple times; we perform a single migration run with a pre-clear of any existing Freshdesk KB articles to prevent duplication.

Helpdesk 365 attachments are stored as URLs pointing to SharePoint document libraries. We extract the full attachment URL from the ticket record and preserve it as a Freshdesk attachment record pointing to the original SharePoint URL. If the customer requests file migration rather than URL preservation, we download files from the SharePoint URL and upload them to Freshdesk's attachment storage; this requires the customer's SharePoint credentials and extends the migration timeline depending on file count and size. We flag any attachment types (exe, bat, dll) that Freshdesk blocks from upload so the customer can decide how to handle them before migration.

Helpdesk 365 ticket thread entries (customer replies and agent responses) map to Freshdesk Conversation records on the corresponding ticket. Each conversation entry is tagged as either Incoming (customer) or Outgoing (agent) to match Freshdesk's conversation direction model. Internal notes in Helpdesk 365 map to Freshdesk's private notes with the is_private flag set. The original timestamp, author agent, and content body (HTML or plain text) are preserved. Thread ordering is maintained by sorting on the original Helpdesk 365 timestamp before insert.