Migrate from Helpwise to Freshdesk

Helpwise Conversations map to Freshdesk Tickets. The channel type (email, live chat, WhatsApp, SMS, Facebook, Instagram) is preserved as the Freshdesk ticket source field. Conversation status (Open, Pending, Resolved, Snoozed) maps to Freshdesk ticket status (Open, Pending, Resolved, Closed). The original Helpwise conversation timestamp becomes the Freshdesk created_at. Any SLA metadata from Helpwise Advanced is preserved as a custom ticket field; SLA enforcement requires the customer to configure Freshdesk SLA policies post-migration.

Helpwise Contacts migrate to Freshdesk Contacts by email address as the dedupe key. Contact name, email, phone, and custom contact properties map directly. Tag assignments on the Helpwise Contact are re-applied as Freshdesk tags on the Contact record. We flag contacts that have been deleted or marked inactive in Helpwise because Freshdesk treats these as spam and sets the contact's email to spam classification; these records require admin review before the contact list is considered clean.

Helpwise Shared Inboxes map to Freshdesk Groups. The inbox name becomes the Group name. Inbox assignment rules (which team members have access to which inboxes) map to Group membership in Freshdesk. If a Helpwise Shared Inbox has multiple channel types, we create a Freshdesk Group per channel and attach the relevant channel configuration to each Group. This is a configuration-level mapping requiring the customer's admin to set up Freshdesk Groups before record migration begins.

Each message within a Helpwise Conversation thread migrates to a Freshdesk Ticket conversation entry. The message author (agent or customer) is preserved, timestamps are carried forward, and the message body migrates with rich text intact. Outbound agent replies and inbound customer replies maintain their chronological order within the Freshdesk ticket thread. Attachments to messages migrate as Freshdesk ticket attachments linked to the conversation entry.

Helpwise Internal Notes attached to conversations migrate to Freshdesk Notes linked to the corresponding Ticket. The note author, timestamp, and body text are preserved. Freshdesk Notes are visible only to agents, matching Helpwise's internal-only visibility behavior. We preserve the author attribution by resolving the Helpwise agent email to the Freshdesk agent record.

Tags applied to Helpwise Conversations and Contacts migrate to Freshdesk Tags with the same label. Helpwise tag colors do not transfer since Freshdesk Tags do not support color assignment; the tag label alone migrates. If the same tag name exists on both Conversation and Contact in Helpwise, it migrates to both the Freshdesk Ticket and the Contact record independently. Tag deduping is not performed unless explicitly requested by the customer during scoping.

Helpwise Saved Replies migrate to Freshdesk Canned Responses. The shortcut code, title, and full body content transfer directly. If the Helpwise account is Standard tier (capped at 15 Saved Replies) and the source has more than 15, we flag the gap during scoping and the customer either prunes the list or upgrades to Premium before migration begins. Premium and Advanced accounts have unlimited Saved Replies with no cap on the Freshdesk side.

Helpwise Team Members map to Freshdesk Agents by email address. We create the Freshdesk agent record and assign them to the Groups that correspond to the Helpwise Shared Inboxes they had access to. If a Helpwise team member email does not have a matching Freshdesk user account, we flag the email in a reconciliation queue and the customer's admin provisions the agent before record migration resumes.

Helpwise Help Center articles, categories, and folder structure migrate to Freshdesk Solutions. The article title, body content, category assignment, and published status transfer. We do not preserve the original Helpwise article URL; Freshdesk generates new URLs for each article and folder. Internal links within migrated articles are documented in a post-migration link audit report so that the customer's admin can update them manually after the new Freshdesk URLs are live.

Helpwise custom contact fields and custom ticket fields migrate as Freshdesk custom fields. We match field names and preserve picklist values directly. Any Helpwise custom field with no corresponding Freshdesk destination field is flagged in the scoping report and the customer's admin creates the destination field before migration. Custom field values on existing records carry forward; new custom fields created post-scoping require a second migration pass for historical values.