Migrate from HelpDeskEddy to Freshdesk

HelpDeskEddy Tickets map directly to Freshdesk Tickets as the primary migration record. We map HelpDeskEddy status values (open, in-progress, resolved) to Freshdesk TicketStatus equivalents. The original HelpDeskEddy ticket ID is preserved in a Freshdesk custom field so historical ticket references remain traceable. Custom fields require pre-configuration in Freshdesk before migration because Freshdesk uses global ticket fields shared across all tickets, unlike HelpDeskEddy's per-ticket schema model.

HelpDeskEddy Customer profiles (requesters attached to tickets) migrate to Freshdesk Contacts with name, email, and any contact-level metadata preserved. We cross-reference against ticket requester fields during import to avoid duplicate contacts. Freshdesk requires at least 10 tickets in the account before bulk contact import; we confirm this threshold is met before initiating the contact phase.

HelpDeskEddy Agents referenced on tickets map to Freshdesk Agent records. We perform a pre-migration lookup against Freshdesk's agent list by email address to resolve the Agent ID before writing ticket assignments. If the destination Freshdesk plan restricts agent counts (Sprout limits to 1 agent), we flag the constraint during scoping and the customer adjusts their Freshdesk tier before migration.

HelpDeskEddy Departments map to Freshdesk Groups as the team-access control layer. We preserve the department hierarchy during migration and configure Freshdesk Group membership so ticket routing and visibility rules work immediately after cutover. Note that Freshdesk Groups and Agents are separate entities; agent-to-group assignments must be set in Freshdesk Admin settings post-migration.

HelpDeskEddy's per-ticket custom fields (which can vary between tickets) are flattened into a deduplicated global list before migration. We convert each field by type: text fields map to Freshdesk text fields, dropdowns to Freshdesk dropdowns, dates to Freshdesk date fields, and checkboxes to Freshdesk checkboxes. The customer configures these fields in Freshdesk Admin > Ticket Fields before migration begins; we provide the field list and type recommendation as part of the pre-migration checklist.

HelpDeskEddy Tags migrate as Freshdesk Tags and land directly on each Ticket record. Tag names are preserved as-is. Freshdesk's tag filtering in the agent portal allows agents to use tags as a primary triage signal after migration, matching HelpDeskEddy's tagging workflow.

HelpDeskEddy's time-spent tracking data attached to tickets migrates to a Freshdesk custom number field (billable_hours__c) or to Freshdesk's native time entries if the Forest plan is active. Precision depends on the destination plan tier. We flag whether native time entries are available and apply the appropriate mapping strategy during scoping.

HelpDeskEddy CSAT ratings migrate to a Freshdesk custom rating or number field on the Ticket. Freshdesk stores satisfaction as a separate object on Forest plan but maps to a custom field on lower tiers. We determine the appropriate destination field during scoping based on the customer's Freshdesk plan and flag the constraint.

HelpDeskEddy Knowledge Base Articles migrate to Freshdesk Solutions as independent records with category assignment preserved. Article body content, status (published/draft), and tags transfer directly. Freshdesk Guide must be enabled on the destination plan; if the customer is on Sprout or Blossom without Guide, we migrate to Solutions and flag the constraint. Public-facing KB URLs will change at the destination.

HelpDeskEddy chat channel logs migrate as Freshdesk Ticket conversation entries attached to the originating ticket. We map chat timestamps, agent name, and message body. Rich media in chat transcripts may require separate file handling; we flag any unsupported media types during the pre-migration audit.