Migrate from Incident IQ to Freshdesk

Incident IQ Tickets map directly to Freshdesk Tickets. Status (New, Open, Pending, Resolved, Closed), Priority, Category, Assignee, and all timestamps migrate 1:1. Custom fields on Incident IQ tickets map to Freshdesk custom fields on the Ticket object, applying type conversions where field types differ (dropdown vs multi-select). We preserve the original ticket ID as a custom field for audit traceability.

Incident IQ Assets (tracked devices and equipment) map to Freshdesk Products with significant semantic differences to note. Incident IQ Assets carry device assignment, serial number, asset tag, model, location, and assignment history; Freshdesk Products represent a product/service catalog without native device-assignment tracking. We map serial number, asset tag, and model to Product custom fields, and note that device-to-user assignment requires either Freshdesk's Assets beta feature (if enabled) or a custom field workaround using Contacts.

Incident IQ campuses are first-class location objects that assign tickets and assets. Freshdesk has no native campus or location object; we map campuses to Organizations with a custom field campus_name__c and optionally create location-based Groups in Freshdesk for campus-level ticket routing. Districts with multi-campus deployments must choose between one Organization per campus or a single district Organization with location tracked in custom fields.

Incident IQ users with agent roles (IT staff, technicians) map to Freshdesk Agents. We match by email address as the dedupe key. Incident IQ users with requester roles (teachers, students for HR) map to Freshdesk Contacts under the district Organization. We preserve role and campus assignment as custom fields on the Agent or Contact record in Freshdesk.

Incident IQ student and parent users (non-agent roles) map to Freshdesk Contacts under the district Organization. Student email and name migrate; student-specific fields like grade level and homeroom map to Contact custom fields. Note that Freshdesk's per-agent pricing does not charge for Contacts, so large student contact databases do not affect licensing cost.

Incident IQ model categories (Chromebooks, Laptops, Projectors) define device taxonomy. Freshdesk Products have no native category hierarchy; we map model categories to a Product custom field device_type__c and document the category list for Freshdesk admin to populate as dropdown values. Locked system-defined categories from Incident IQ are excluded from migration scope per the source platform gotcha.

Incident IQ Support Flows automate ticket routing, assignment, and actions. Freshdesk Scenario Automations provide equivalent trigger-action logic from the Growth tier onward. We do not migrate Support Flows as code; we extract the flow logic and document each automation with its trigger conditions, actions, and recommended Freshdesk Scenario Automation configuration for the customer's admin to rebuild.

Incident IQ KB articles migrate to Freshdesk Knowledge Base with article content, categories, and folder structure preserved. We flag articles with embedded Incident IQ ticket links that will require URL redirects after migration. Article attachments migrate as file assets attached to the correct KB article.

Incident IQ Work Orders have no direct Freshdesk equivalent. Freshdesk has no native facilities management module. We map Work Orders to Freshdesk Tickets with a custom field ticket_type__c set to 'Work Order', preserving status, priority, assignee, location, and description. Complex facilities workflows requiring approval chains, resource scheduling, or asset-linked work orders are documented for the customer to rebuild using Freshdesk's custom apps or a separate facilities management tool.

Incident IQ Events (room reservations, event coordination) have no direct Freshdesk equivalent. We map Events to Freshdesk Tickets with ticket_type__c = 'Event Request', preserving date, location, requestor, approval status, and associated resources. Multi-day recurring events and approval workflows are documented for the customer's admin to rebuild post-migration.

Incident IQ HR Requests have no direct Freshdesk equivalent. We map HR Request records to Freshdesk Tickets with ticket_type__c = 'HR Request', preserving form field data, requestor, status, and associated workflow history. Form definitions are documented separately; the customer's HR admin rebuilds intake forms using Freshdesk's custom fields and automation rules.

Ticket attachments, KB article files, and form uploads migrate as Freshdesk attachments linked to the correct parent record. Files over 25MB require chunked transfer handling via Freshdesk's file upload API. We preserve original file names and content types during migration.