Migrate from Helpmonks to Freshdesk

Discovery and plan confirmation

We audit the source Helpmonks account: record volumes for Conversations, Customers, Labels, and Users; Knowledge Base article count and category depth; custom field definitions on Customers and Conversations; mailbox count and membership; and any personal mailbox usage. We also confirm the destination Freshdesk plan. If the customer is on Sprout (free), we advise on upgrading to Blossom or above to enable API access required for migration. The discovery output is a written migration scope with record counts and a plan recommendation.

Schema preparation in Freshdesk

We pre-create all destination field definitions in Freshdesk Admin before migration begins. This includes custom Contact Fields (mapped from Helpmonks Customer custom fields), custom Ticket Fields (mapped from Helpmonks Conversation custom fields), Freshdesk Groups (mapped from Helpmonks Mailboxes), and Knowledge Base categories (mapped from the Helpmonks article hierarchy). We also confirm whether the destination plan supports private comments, and configure internal_note__c as a fallback custom field if it does not.

Agent and group reconciliation

We extract every distinct Helpmonks User and match by email against the Freshdesk destination agent list. Agents without a matching Freshdesk account go to a reconciliation queue, and the customer's admin provisions missing agents before record import resumes. Group membership from each Helpmonks Mailbox is mapped to the corresponding Freshdesk Group, and we confirm group handoff rules for any shared-mailbox routing logic.

Knowledge Base extraction and internal link audit

We extract all Knowledge Base articles, categories, and folder structure from Helpmonks. During extraction we flag every internal hyperlink between articles. We then import the article hierarchy into Freshdesk Solutions, note the new Freshdesk article IDs, and produce a URL redirect map showing each old Helpmonks article URL and its corresponding new Freshdesk article URL. The customer's admin applies these redirects in Freshdesk Admin after migration.

Production migration in dependency order

We run production migration in record-dependency order: Companies (from Helpmonks Customer company associations), Contacts (with company lookup resolved), Groups and Agents (validated from step 3), Tickets (with assignee and group resolved, internal notes mapped to private comments or custom field), Attachments (as multipart/form-data after parent ticket is confirmed), and Knowledge Base Solutions (last, with the redirect map delivered simultaneously). Each phase emits a row-count reconciliation report before the next phase begins.

Cutover, delta sync, and handoff

We freeze Helpmonks writes during cutover, run a final delta migration of any records modified during the migration window, then hand off. We deliver the Knowledge Base URL redirect map, the label-to-tag taxonomy document, and a written inventory of any Helpmonks workflows or sequences (email automation) requiring rebuild in Freshdesk. We do not migrate Helpmonks email sequences, live chat widget configurations, or marketing campaign data as these are not core ticket/contact records. Post-migration admin rebuilds (Freshdesk automations, macros, Freshchat widget reconfiguration) sit outside the migration scope.