Migrate from Helpshift to Freshdesk

Helpshift Issues map 1:1 to Freshdesk Tickets. The mapping preserves Issue status (Open, Pending, Resolved, Reopened) to Freshdesk Ticket Status, Issue Priority to Ticket Priority, and Issue Type to Freshdesk Ticket Type. The Helpshift Issue ID is stored as a custom field hs_issue_id__c on the Ticket for audit traceability. Issues with no assignee are imported as Unassigned Tickets. Created_at and Updated_at timestamps migrate directly.

Helpshift End-users map to Freshdesk Contacts by email as the dedupe key. If the customer uses organizational Issue relationships or Company tags, we create Freshdesk Companies first, then link each Contact to the appropriate Company via the company_ids array during Contact import. User identity is preserved at migration time with the caveat that legacy SDK sessions (below SDK 6.x) may have end-users appearing as anonymous — we flag any batch of anonymous-user Issues during the data audit so the customer can decide whether to import those records.

Custom Issue Fields (CIFs) defined per-app in Helpshift map to Freshdesk Custom Ticket Fields defined account-wide. We export the full CIF schema (field name, type, options list) from Helpshift Settings and create matching Freshdesk custom fields before any ticket import. Dropdown CIFs are limited to 1,000 options in both platforms — we validate option counts during the mapping phase and split fields exceeding 1,000 options into multiple Freshdesk fields or switch to a text-type field. Text, number, date, and boolean CIFs map directly by type.

Helpshift Agents (Admin, Supervisor, Agent roles) map to Freshdesk Agents by email as the dedupe key. Agent group memberships in Helpshift map to Freshdesk Groups. Role associations (Admin, Supervisor, Agent) are preserved in Freshdesk agent profiles. If a Helpshift Agent email does not match an existing Freshdesk Agent, we hold the record in a reconciliation queue for the customer's admin to provision before the main migration phase begins.

Helpshift tracks user-level metadata including device platform, app version, OS version, and language — stored as properties on the Issue rather than as a standalone user object. This data is preserved as Freshdesk Custom Ticket Fields (hs_device_platform__c, hs_app_version__c, hs_os_version__c, hs_language__c) so agents retain full device context when viewing migrated Tickets in Freshdesk.

Helpshift FAQs organized in Sections map to Freshdesk Solutions with a two-level hierarchy: Helpshift Sections become either Freshdesk Solution Categories (top level) or Solution Folders (nested level), and Helpshift FAQ articles become Freshdesk Solution Articles with full HTML body preserved. Publication status (Published, Draft) migrates to the Freshdesk article state. Article search relevance settings in Helpshift have no Freshdesk equivalent and are documented for the customer's admin to tune post-migration.

Helpshift Tags are flat label lists attached to Issues. We export the full tag list with associated Issue IDs and map tags directly to Freshdesk Tags by name. Tag-to-issue relationships are preserved by adding Freshdesk Tags to migrated Tickets during the import phase. No transformation is required because both platforms use a string-label tag model.

Helpshift message threads nested within Issues export as a flattened timeline per Issue via the REST API (message content, timestamp, sender type, sender ID). We import each message as a Freshdesk Ticket Conversation Reply using the Conversation API: Agent messages use type=reply, and End-user messages use type=conversation_participants. Timestamps and sender identity are preserved. Helpshift's 'Chat' special message type (for conversational UI sessions) is documented as a note on the Ticket so agents understand the session context.

File attachments on Helpshift Issues export as binary file references with metadata (filename, MIME type, file size). We download attachments to a temporary migration blob store, then upload them to Freshdesk as Ticket Attachments via the Freshdesk Attachments API. Freshdesk's per-attachment size limit (20 MB) applies. Any attachments exceeding this limit are flagged during the pre-migration audit for the customer's admin to handle manually or host externally.