Migrate from Insightly Service to Freshdesk

Insightly Service Tickets map directly to Freshdesk Tickets. We preserve ticket subject, description, status, priority, assignee, created/updated timestamps, and SLA timer values where Freshdesk's API supports SLA fields (Garden tier and above). Insightly's ORGANISATION_ID and CONTACT_ID foreign keys are held as temporary references during export and replaced with Freshdesk Company and Contact IDs after the Contacts and Companies phases complete. Ticket tags migrate as Freshdesk tags; category assignments require a translation table if Insightly uses custom categorization beyond standard status and priority.

Insightly Ticket Conversations (comments, emails, public and private notes) migrate to Freshdesk Conversation records linked to the parent Ticket. We preserve the author (Agent or Contact), timestamp, body content, and visibility flag (public vs internal note). Inline images and HTML-formatted content are extracted and re-uploaded as Freshdesk attachments to avoid rendering issues. Message direction (inbound from customer, outbound from agent) maps to Freshdesk's incoming/outgoing conversation types.

Insightly Contacts migrate to Freshdesk Contacts with standard fields (name, email, phone, address) preserved. Custom fields on Contact use Insightly's FIELD_NAME identifiers in the API; we enumerate /CustomFields/Contact during discovery and translate each to a Freshdesk Contact custom field by name match, creating the destination field if it does not exist. The CONTACT_ID is preserved in a migration_reference__c field to allow post-migration audit against the source export.

Insightly Organizations (the CRM Account equivalent) map to Freshdesk Companies. Address data, industry classification, and annual revenue fields translate directly. Organizations linked to Tickets via ORGANISATION_ID are held in the export with their original ID; the Freshdesk Company ID is assigned during the Company import phase and the Ticket foreign key is updated in a second pass. This two-phase approach prevents orphaned Ticket-to-Company references at cutover.

Insightly Agents migrate to Freshdesk Agents. We extract Agent records from Insightly (name, email, role, team membership) and map team membership to Freshdesk Groups. An Agent must exist in Freshdesk before Tickets can be assigned to them, so Agent import runs before Ticket import. Agents without valid Freshdesk credentials go to a reconciliation queue; the customer provisions the account before migration resumes.

Insightly Teams and Team Members map to Freshdesk Groups. Each Team's member list is translated into a Group membership list during import. Group-level ticket routing configurations do not migrate as configuration; we document the routing rules in the automation inventory delivered post-migration so the admin can rebuild in Freshdesk's scenario builder.

Insightly custom fields use FIELD_NAME identifiers (e.g., CUSTOM_FIELD_1, DROP_D_45) that must be queried from /CustomFields/{objectName} before any data write. We enumerate all custom field definitions per object during discovery, match each to a Freshdesk custom field by label, create any missing destination fields, and build a translation table. Custom field types (checkbox, dropdown, date, number, text) map to equivalent Freshdesk field types; multi-select dropdowns in Insightly map to Freshdesk multi-select fields. Field limits differ: Insightly caps at 50-200 per object by tier; Freshdesk limits vary by plan and are enumerated during scoping.

Insightly Ticket attachments are exported as file metadata (filename, URL, size, MIME type) retrieved via the attachments API. Files are downloaded to a staging bucket and re-uploaded to Freshdesk via the attachments API, with the returned Freshdesk attachment ID linked to the parent Ticket record. Files exceeding Freshdesk's 25 MB per-attachment limit are flagged during discovery and chunked or linked externally. Embedded inline images in ticket conversation HTML are extracted as separate file uploads to preserve rendering.

Insightly Lead records (distinct from Contacts in Insightly CRM) carry LEAD_STATUS and LEAD_SOURCE fields. Freshdesk does not have a separate Lead object, so we merge Leads into Contacts, preserving the original LEAD_STATUS value in a custom field lead_status__c and the LEAD_SOURCE in lead_source__c. If the customer uses Salesforce or another CRM post-migration, these preserved fields allow a clean Lead-to-Contact split in the downstream system.

Insightly Notes (standalone objects linked to Contacts, Organizations, Opportunities, or Projects) migrate to Freshdesk Contact Notes. Notes linked to Insightly Opportunities or Projects without a direct Freshdesk equivalent are attached to the related Company or Contact record and flagged in the migration inventory as requiring manual review.