Migrate from Herodesk to Freshdesk

Herodesk Customer records map 1:1 to Freshdesk Contacts. We preserve email (as primary identifier for Freshdesk dedupe), name fields, phone, and any custom properties as Freshdesk custom fields. Webshop-linked order references migrate as text fields or custom object lookups depending on the customer's post-migration integration plan. Email is used as the dedupe key during import to prevent duplicate Contact creation.

Herodesk Tickets map 1:1 to Freshdesk Tickets. The conversation thread (all messages from customer and agents) migrates as threaded Replies and Notes inside the Freshdesk Ticket. Status values (Open, Pending, Resolved, Closed) map directly to Freshdesk Ticket Status. Priority and assignee transfer from Herodesk fields to Freshdesk Priority and Agent assignment.

Each Herodesk message in a ticket thread becomes either a Reply (if from a customer or public-facing) or a Note (if internal agent comment) in Freshdesk. We preserve the original timestamp, author name, and channel source. Inline images and file attachments migrate as Freshdesk Ticket Attachments with original filenames preserved.

Herodesk tag names transfer to Freshdesk Tags on Tickets and Contacts. Auto-tagging rules (workflow-based tag application) are not migratable as automation logic; we document the active rules during discovery and the customer recreates them in Freshdesk's Automation Rules section post-migration.

Herodesk Users map to Freshdesk Agents by email match. Name and role migrate. Any Herodesk User without a matching Freshdesk Agent account is held in a reconciliation queue for the customer's admin to provision before Ticket import begins.

Herodesk Inboxes aggregate channels and user access. We map each Herodesk Inbox to a Freshdesk Team Inbox, which serves the same aggregation function. If the customer has multiple Inboxes scoped to different channel types (e.g., one for Email, one for Facebook), we map each to the equivalent Freshdesk Group or Team Inbox and document the channel reconnection steps.

Herodesk supports Email, Facebook, Instagram, and Chat per inbox. We map Email to Freshdesk Email channel directly. Facebook and Instagram map to Freshdesk Social channels. Herodesk Chat maps to Freshdesk Chat. Any channel type without a Freshdesk equivalent (e.g., Instagram DMs if the Instagram channel integration is not active on the destination) is flagged for manual reconnection during cutover.

File attachments on tickets and messages migrate via API download and re-upload. We handle inline images embedded in message bodies and document attachments separately. Original filenames and MIME types are preserved. Attachments exceeding Freshdesk's size limit are flagged before migration.

Herodesk Workflow Automations (routing, auto-tagging, auto-reply rules) are not machine-migratable. We audit the active rules during discovery, document the trigger conditions, actions, and resulting tag or assignment logic in a written specification, and assist the customer in recreating equivalent Freshdesk Automation Rules post-migration. This is not included in the data migration scope.