Migrate from Infoset to Freshdesk

Infoset Tickets migrate directly to Freshdesk Tickets with status, priority, type, and assignee preserved. Multi-channel messages (email, chat, social) that were stored as separate conversation entries in Infoset attach to the Freshdesk Ticket as conversation notes and replies. We resolve the source channel type and set Freshdesk's status, priority, and type fields from the Infoset ticket properties.

Infoset Contact records map 1:1 to Freshdesk Contact. Email, phone, job title, address, and any custom contact properties migrate as Freshdesk custom fields. Contact-company linkage is preserved by resolving the Infoset company_id to the corresponding Freshdesk company_id after the Company phase completes.

Infoset Company records map directly to Freshdesk Company. The Infoset company domain, industry, size, and custom fields migrate as Freshdesk Company custom fields. Freshdesk Company is created before Contact import so that the company_id lookup is satisfied at the moment of Contact insert, preventing orphaned contacts.

Infoset Deals do not have a direct Freshdesk equivalent because Freshdesk separates company records (Company) from deal records (Deal, part of the Freshdesk Sales CRM module). If the destination Freshdesk account has Sales CRM enabled (Estate and above), we map Infoset Deals to Freshdesk Deals with the deal value, stage, close date, and owner preserved. If Sales CRM is not enabled, we map Infoset Deals to Freshdesk Company custom fields as deal references for manual follow-up.

Infoset Agent profiles map to Freshdesk Agents by email match. Group memberships and role assignments migrate as Freshdesk Group membership. We flag any Infoset Agents without a matching Freshdesk user in the reconciliation queue for the admin to provision before record migration resumes.

Infoset email conversation threads attach to Freshdesk Tickets as email-type conversation entries. The message body, sender/recipient addresses, timestamp, and any email attachments migrate. We set Freshdesk's source field to email and preserve the original Infoset message ID in a custom field for audit traceability.

Infoset chat messages migrate as Freshdesk Ticket conversation notes with a custom field indicating channel source as chat. This mapping is constrained by Infoset's 3-month chat retention window on standard tier; we flag which conversations fall within the active window versus those already purged before extraction begins. Chat widget references in Infoset migrate as Freshdesk portal configuration notes.

Infoset cloud call center logs (IVR path, queue name, duration, recording URL) migrate as Freshdesk Ticket conversation notes with custom fields for call duration, disposition, and recording link. Call recordings are downloaded as binary files and re-attached as Freshdesk ticket attachments if the destination plan supports attachment size limits.

Infoset Help Center articles and category hierarchy map to Freshdesk Knowledge Base articles and categories. Article content, publication status, author, and category assignments migrate. The Freshdesk Knowledge Base category structure is created before article migration to preserve the original taxonomy.

Infoset connected mail accounts map to Freshdesk Product Email Addresses. Mail routing rules (inbox routing, spam filtering) do not transfer as automation; they are documented in the written inventory for the admin to reconfigure in Freshdesk's inbox rules section. We flag cases where the Infoset mail account count exceeds the Freshdesk plan allowance.

Infoset chat widget configurations are documented as written setup notes for the admin to reconfigure in Freshdesk's portal settings. The widget name, placement settings, and greeting message are captured in the migration inventory, but the widget deployment itself is not transferred as code because Freshdesk's widget SDK differs from Infoset's.

Infoset automations do not migrate as code because Freshdesk's Scenario Automation builder uses a different trigger-action model from Infoset's rule builder. We deliver a written inventory of every active Infoset automation with its trigger conditions, actions, and recommended Freshdesk Scenario Automation equivalent. The admin rebuilds automations post-migration in Freshdesk's Admin > Automations section.