Migrate from InvGate Service Management to Freshdesk

InvGate Requests map directly to Freshdesk Tickets as the primary record type. Standard fields—title, description, priority, status, category, assignee, requester, and timestamps—transfer with their values preserved. Custom properties on InvGate Requests migrate to Freshdesk custom ticket fields of equivalent type. We map InvGate's Request status values to Freshdesk status values (open, pending, resolved, closed) and flag any InvGate-specific statuses that require a custom ticket field to preserve semantic meaning.

InvGate Incidents share the same underlying record as Requests but carry the incident type tag, impact and urgency levels, and Problem linkages. We migrate Incidents as Freshdesk Tickets with a custom type field set to Incident and impact/urgency values mapped to Freshdesk priority or custom fields. Problem linkages migrate as linked tickets or as a note on the ticket depending on whether the destination Freshdesk instance includes Freshservice's problem management or a custom object configuration. Major-incident flags transfer as a custom ticket field.

InvGate Problems include root-cause analysis notes, workaround descriptions, and linked Incident associations. If the destination is Freshservice (which includes problem management), Problems migrate as Problem records with linked Incident tickets. If the destination is Freshdesk (customer support only, no built-in problem management), we migrate Problems as Tickets with a custom Problem type and attach the root-cause notes as internal comments, preserving the Problem-to-Incident linkage as a custom field reference. This distinction is confirmed during scoping.

InvGate Change records carry type (normal, standard, emergency), risk assessment, approval chain, and scheduled dates. Freshdesk does not have a native Change object; Freshservice includes Change Management. For Freshdesk destinations, we migrate Changes as Tickets with a custom type field set to Change, risk and approval fields mapped to custom ticket fields, and the scheduled implementation date preserved. For Freshservice destinations, Changes migrate to the native Change Request object with risk and approval data preserved. Approval chain logic is documented for rebuild in the destination's automation rules.

InvGate Agent accounts—display name, email, role (Agent, Admin, Manager), groups, and help desk assignments—map to Freshdesk Agents. We resolve agents by email match against the Freshdesk agent list. Group memberships in InvGate map to Freshdesk Groups and Teams. Role mapping follows: InvGate Manager and Admin map to Freshdesk Admin; InvGate Agent maps to Freshdesk Agent. Any InvGate agent without a corresponding Freshdesk account is placed in a reconciliation queue for the customer to provision before record migration continues.

InvGate Help Desks are the top-level organizational unit, typically structured by location or department. We map each InvGate Help Desk to a Freshdesk Group, preserving the help desk hierarchy if nested help desks exist. Routing rules and calendar configurations attached to help desks migrate as Freshdesk business hours and group routing settings. Multi-site configurations where agents belong to multiple help desks resolve to Freshdesk team membership with primary group assignment.

InvGate Knowledge Base articles—title, body (HTML/text), category, and status (draft/published)—migrate to Freshdesk Solutions articles with folder structure mapped to Freshdesk categories. Article body HTML transfers as-is, and inline images are downloaded and re-hosted or re-linked in Freshdesk. InvGate's article-to-ticket auto-suggestion metadata and KB-linkage to resolved tickets do not export; we document these associations as a post-migration configuration task for Freshdesk's knowledge base settings. Published and draft status maps directly.

InvGate SLA configurations—response and resolution times tied to priority levels and business hours calendars—migrate as Freshdesk SLA policies. We export SLA definitions and calendar configurations and recreate them in Freshdesk's SLA Policy settings. Freshdesk's SLA engine applies to tickets based on priority and group, matching InvGate's priority-tiered SLA structure. SLA breach notification triggers tied to InvGate's workflow engine require recreation as Freshdesk automation rules or manual configuration; we document each breach trigger for the admin.

InvGate Company records—name, domain, and associated contacts—map directly to Freshdesk Company. The company-contact relationship migrates with each contact linked to its parent company in Freshdesk. If multiple contacts in InvGate share the same company domain, they consolidate under a single Freshdesk Company record. The dedupe key is the company domain or name match.

InvGate Service Catalog items define requestable services with form fields, associated workflows, and approval requirements. We extract catalog item content and form schema and migrate them as Freshdesk Products with descriptions and custom fields. Approval routing logic tied to catalog items does not migrate as automation; we document each approval chain for the admin to rebuild in Freshdesk's automation rules. Form field types map to Freshdesk custom field types (text, dropdown, date, etc.).