Migrate from Helprace to Freshdesk

Helprace Tickets carry subject, body, status, priority, assignee, tags, custom fields, and a full reply thread. Helprace provides no bulk export for tickets — we call the Ticket API endpoint with pagination (page-based iteration) and reconstruct the reply thread as consecutive ticket notes or replies in Freshdesk. Original Helprace ticket IDs are stored in a Freshdesk custom field (helprace_ticket_id__c) so historical references remain traceable after migration.

Helprace Users have email, name, organization membership, and group assignment. We map these to Freshdesk Contacts, with the Helprace organization name stored in the Freshdesk company field (creating a Company record if it does not exist). Group memberships from Helprace are stored as contact tags or in a custom multi-select field since Freshdesk Groups are agent-side rather than customer-side.

Helprace Organizations are a first-class object with stable schema. We migrate org names directly to Freshdesk Company records, using company domain or name as the dedupe key. User memberships within the org link to the Company via Freshdesk's contact-company relationship.

Helprace User Groups control access to restricted spaces and drive ticket routing. We map group names and membership lists to Freshdesk Groups, which govern agent access to tickets and portals. If a Helprace group is private-space oriented rather than routing-oriented, we flag it during scoping for the customer to recreate as a Freshdesk Team or Department.

Helprace Teams represent departments or office branches. We map team names and member agents to Freshdesk Departments, which associate agents with organizational units and control email routing (e.g., [email protected] routes to the appropriate department).

Helprace organizes Community Topics by type (Questions, Ideas, Problems, Praise). We map these to Freshdesk Forum Categories, with each topic type becoming a separate category. Topic replies map to Forum Topic replies. Vote counts are stored as a custom field since Freshdesk Forums do not have native upvote tracking. Status mapping (Open, In Progress, Resolved, Closed) translates to Freshdesk Forum Topic status values.

Helprace KB articles have title, body, category, and visibility settings. Helprace provides a CSV bulk export for KB content — we use that path when available (faster than API) and fall back to API pagination for full article fidelity. We create matching categories in Freshdesk Guide before article import and preserve visibility settings as article status (Draft, Published).

Helprace Saved Replies use {{customer.name}} and {{customer.email}} placeholder syntax. We extract the full text including placeholders and recreate them as Freshdesk Canned Responses. The placeholder syntax requires manual review post-migration: {{customer.name}} becomes {{ticket.requester.name}} or {{contact.first_name}} depending on the desired output. This is a content correction step, not a data-loss risk.

Helprace Macros update multiple ticket properties in a single click (field updates, assignments, tag adds). We export the action list from each macro and document it as a Freshdesk Macro equivalent. Macros do not migrate as code — Freshdesk macros are rebuilt using the Macro builder with the documented action list. We provide a written macro inventory with the target Freshdesk field names and values for each action.

Tags on Helprace tickets are free-form strings. We preserve the full tag list and reapply tags to migrated tickets in Freshdesk, where tags are a native ticket attribute used for filtering and reporting. Tag names transfer directly without transformation.

Helprace custom fields on tickets can be text, number, dropdown, date, or boolean. We export field names, types, and values, then create matching custom fields in Freshdesk (Admin > Support Operations > Ticket Fields) before loading ticket records. Field type mapping is 1:1 for text, number, and boolean; Helprace dropdown options map to Freshdesk dropdown values. Custom fields are created before ticket import to avoid import failures on required fields.

Helprace customers can rate support interactions with a value and optional comment. We export the rating value (e.g., 1-5 or Satisfied/Dissatisfied) and comment text. Freshdesk has a native Satisfaction Ratings module on the Blossom plan and above. If the destination Freshdesk account is on Sprout, we store ratings as a custom field on the ticket instead.