Migrate from ITarian Helpdesk to Freshdesk

ITarian Tickets map to Freshdesk Tickets with status, priority, type, requester, assignee, subject, description, and timestamps preserved. Custom ticket fields transfer to Freshdesk custom ticket fields (available from Blossom tier). Conversation threads migrate as ticket conversations, and attachments land as Freshdesk ticket attachments. ITarian ticket ID is stored in a custom field itarian_original_id__c for audit trail. Priority values (Low, Medium, High, Critical) map to Freshdesk priority enum.

ITarian Customers with an organizational affiliation map to Freshdesk Contact (for the individual) and Organization (for the company), linked via the Contact's organization_id. Lone ITarian Customers without a company association map to Freshdesk Contact only. Email, phone, language, and time zone migrate as standard Contact fields. We resolve duplicate contacts by email address during import.

ITarian Agents map to Freshdesk Agents by email match. ITarian role names (Admin, Technician, Viewer) map to Freshdesk permission levels. If a target Freshdesk Agent record does not exist, we create it during migration. Agents without tickets are created as inactive profiles for reconciliation. Note that Freshdesk API access requires Blossom tier or above; if the destination is on Sprout, API-based agent creation is not available and agent profiles must be provisioned manually before migration.

ITarian Teams map directly to Freshdesk Groups for ticket routing. Group membership transfers preserving which agents belong to which team. Freshdesk Groups are required for ticket assignment migration; we create groups in Freshdesk before tickets are imported so that group_id references are valid at insert time. Teams with no assigned agents are created as empty groups for future staffing.

ITarian SLA Policies define response and resolution time targets by priority level. We map these to Freshdesk SLA Policies, preserving the priority-to-SLA association. Business hours configuration (calendar time versus business hours) requires validation in Freshdesk during the sandbox phase because ITarian's default may be calendar time while Freshdesk defaults vary by plan. SLA Policy is created in Freshdesk before tickets are imported.

ITarian Workflows trigger on ticket conditions such as status change, priority, or assignment. We do not migrate workflows as code because ITarian's trigger-and-action model does not map directly to Freshdesk Scenario Automations. We export the workflow configuration as a written inventory document listing every active ITarian Workflow with its trigger conditions, actions, and recommended Freshdesk Scenario Automation equivalent. The customer's admin rebuilds automations in Freshdesk post-migration.

ITarian KB articles map to Freshdesk Knowledge Base articles with title, body content, and category preserved. HTML formatting in ITarian article bodies migrates as HTML in Freshdesk. Internal links between articles (pointing to other ITarian KB articles) do not auto-update to Freshdesk URLs; we document every internal link during migration and recommend a post-migration link audit. Article status (Draft, Published) and tags migrate as article metadata.

ITarian Assets tracked in the Endpoint Manager layer can be linked to tickets. We export the asset-to-ticket linkage and migrate it as a Freshdesk Custom Object (ticket-specific, available from Blossom tier) or as a custom ticket field holding the asset identifier. Orphaned assets with no ticket linkage are flagged in the scope document for the customer to decide whether to migrate as standalone records or skip.

File attachments on ITarian Tickets and KB articles are exported as binary blobs, stored to cloud storage during migration, and re-attached to the corresponding Freshdesk Ticket or Article at insert time. Inline images in ticket descriptions and KB article bodies migrate as embedded attachments with their URLs rewritten to point to Freshdesk's attachment storage. We verify attachment size against Freshdesk's per-plan limits before import.