Migrate from Issuetrak to Freshdesk

Issuetrak Issues map to Freshdesk Tickets with Subject, Description, Priority, and timestamps preserved. The Issuetrak Assigned_To field resolves by email match to a Freshdesk Agent record. On-premises Issuetrak instances export Issues via direct SQL query or a DBA-provided CSV; cloud instances use the REST API. Freshdesk requires agents to exist before ticket assignment, so we reconcile Owner records before any ticket insert.

Issuetrak Issue Classes provide categorical structure (e.g., IT, Facilities, Customer Support) that drives dashboard filtering. We map Class to Freshdesk Ticket Type as the primary classification, and optionally to Tags for secondary categorization. The customer chooses the strategy during scoping based on how many active Classes exist and how they map to Freshdesk's Type field.

Issuetrak's two-level Status-Substatus hierarchy (e.g., Status=Open, Substatus=Pending Customer) maps to Freshdesk's single Ticket Status field with Substatus preserved in a custom text field substatus__c for reporting continuity. We combine the two values during transform into a single string formatted as Status-Substatus in the destination Ticket Status dropdown, and write the Substatus alone to the custom field. The Freshdesk admin adds the combined values to the Ticket Status picklist before migration.

Issuetrak UDFs of text, large text, number, date, and single-select list types map directly to Freshdesk Custom Ticket Fields of corresponding type. Multi-list UDFs store values as comma-delimited strings in Issuetrak; we parse and normalize them into Freshdesk multi-select picklist custom fields, splitting the delimited string into individual selections. Task-Associated UDF triggers are not exposed via API, so we export the Task Group contents as standalone tasks attached to each affected ticket but do not migrate the trigger automation.

Issuetrak Task Groups are collections of predefined tasks triggered by UDF list selections. We export each Task Group as a set of individual Freshdesk Tasks linked to the parent Ticket via the ticket_id lookup. The task name, description, assignee, and due date are preserved. The trigger automation that auto-appends a Task Group when a UDF list item is selected must be rebuilt in Freshdesk as a ticket field update rule or workflow rule post-migration.

Issuetrak Solutions are canned response templates attached to Issue closure or used by agents for consistent replies. We export Solutions as Freshdesk Knowledge Base articles in a designated Solutions category, preserving category assignments, rich text content, and embedded images. The agent-facing nature of Issuetrak Solutions maps to Freshdesk's internal-facing Knowledge Base articles that agents can reference during ticket resolution.

Issuetrak KB articles with embedded images and rich text export with full HTML content, category assignments, and file attachments. We import articles into Freshdesk's Knowledge Base with the same folder and category structure. Inline images stored as Base64 in Issuetrak migrate as file attachments in Freshdesk. Any broken image links resulting from URL structure differences are flagged in the QA report for the customer's admin to re-upload manually.

Issuetrak Global Issues link multiple related Issues together for collective management. We export the linkage table and parent-child relationships as Freshdesk Tags with a naming convention (global_link:parent_issue_id) applied to all grouped tickets, making the grouping visible within Freshdesk's tag interface. The customer chooses this approach during scoping; a custom object for Global Issue grouping is available on Freshdesk Garden and above as an alternative.

Issuetrak Agents (paid licensees) map to Freshdesk Agents. Submitters (unlimited free users who can create and update Issues) map to Freshdesk Contacts as the requester on each Ticket. We resolve users by email match. Any Issuetrak Agent without a matching Freshdesk Agent is held in a reconciliation queue until the customer's admin provisions the account, because Freshdesk requires an Agent to exist before ticket assignment.