Migrate from Infraon Desk to Freshdesk

Infraon Desk Incidents migrate as Freshdesk Tickets. Standard fields (priority, status, category, assignee, requester) map directly. Conversation threads migrate as Freshdesk conversation entries, preserving agent and requester attribution. Custom fields on Incidents map to Freshdesk custom fields of matching type (string, number, date, dropdown). We enumerate custom field definitions during discovery so the manifest maps every Infraon field to its typed Freshdesk counterpart before import.

Infraon Desk Problems are root-cause records linked to one or more Incidents. Freshdesk has no native Problem object. We create a Freshdesk custom Ticket Type named 'Problem' with custom fields for problem_status, root_cause_description, and workaround_text. Linked Incidents are stored as a custom multi-line ticket reference field or cross-linked via Freshdesk's conversation note. The customer chooses the structure during scoping based on how their IT team uses Problem records.

Infraon Desk Changes carry type (Normal, Standard, Emergency), risk level, CAB approvals, and scheduled dates. Freshdesk has no native Change object. We create a custom Ticket Type 'Change' with fields for change_type, risk_level, cab_approval_status, scheduled_start, and scheduled_end. CAB role assignments and workflow-trigger links are preserved as text fields or in a separate change-related ticket note for admin reference during rebuild.

Infraon Desk CIs live in the CMDB and are linked to Incidents, Problems, and Changes. Freshdesk has no native CMDB. We map standard CI types (Server, Network Device, Software) to Freshdesk Companies with custom fields capturing CI metadata. Custom CI types (beyond Infraon defaults) are enumerated during discovery and mapped to Freshdesk Company custom fields or to Freshdesk Assets depending on the CI category. CI-to-CI relationships are preserved as text notes for admin reference.

Infraon Desk KB Articles migrate to Freshdesk Solutions with their full HTML content intact. Category hierarchies map to Freshdesk section and category folders via the Solutions API. Article visibility rules are preserved as Freshdesk article access permissions or as tags on the solution record. Attachment references are resolved as ContentDocument records linked to the solution.

Infraon Desk Service Catalogue items define requestable services with associated forms and workflow triggers. Freshdesk has no native Service Catalogue equivalent. We map catalogue items to Freshdesk Products with custom fields capturing form field definitions and workflow trigger conditions as structured text. The customer's admin rebuilds catalogue workflow triggers in Freshdesk automations post-migration using the delivered inventory.

Infraon Desk SLA policies define response and resolution time targets per priority level and are associated with catalogue items. We replicate SLA definitions in Freshdesk using Freshdesk's SLA Policies feature. Note that the active elapsed-time breach state on Infraon tickets cannot carry over; Freshdesk SLA timers start from zero at import. We flag every Infraon ticket with active or breached SLA metadata in a custom field so the admin can renegotiate SLA targets or honour original deadlines post-migration.

Infraon Desk technician accounts (billable seats) migrate to Freshdesk Agents. End-users and requesters migrate as Freshdesk Contacts. We map by email match and flag any Infraon technician without a matching Freshdesk agent for admin provisioning before the record import phase. Roles, group memberships, and notification preferences are carried over as Freshdesk agent settings. Passwords and MFA settings cannot migrate and require re-authentication.

Infraon Desk Assets include hardware and software inventory linked to the CMDB. Custom fields on Assets must be enumerated during discovery because Infraon allows admin-defined fields beyond the default schema. We bulk-import assets in batches using Freshdesk's Asset Management API, mapping each Infraon asset type to a Freshdesk asset type and carrying over all custom field values. Orphaned asset-CI links are flagged in the reconciliation report.

Infraon Desk standalone Tasks (separate from Project Management) migrate to Freshdesk Tasks. Assignee, due date, status, and description fields map directly. Tasks linked inside Infraon Project Management are covered as a sub-object with the project context preserved as a custom field or parent-linked ticket note.

Infraon Desk Releases track deployment packages and their associated Changes. Freshdesk has no native Release object. We map release records to a custom Ticket Type 'Release' with fields for release_package_id, associated_change_ids, rollout_schedule, and deployment_status. Links to Changes are preserved as ticket cross-reference notes.

Tags applied to Infraon Desk Tickets, Assets, and KB Articles migrate as Freshdesk tags. Tag co-occurrence patterns and per-object tag counts are preserved to maintain reporting continuity. Tags used for content classification on KB articles migrate as Freshdesk article tags.