Migrate from ITCO to Freshdesk

ITCO ticket records map directly to Freshdesk Ticket objects. We extract status, priority, subject, description, created_at, updated_at, and resolution notes from ITCO manually and write them to Freshdesk's ticket API. ITCO's ticket ID is preserved as an external reference field so that ticket URL in ITCO remains searchable in Freshdesk after migration. Freshdesk requires Blossom tier or above for API access; if the customer is on Sprout, we flag this during scoping and recommend upgrading before migration begins.

ITCO customer records map to Freshdesk Contact. We extract name, email, phone, company association, language, and timezone where present. Freshdesk requires at least 10 tickets in the account before importing contacts via CSV or API; we verify this pre-condition during scoping. Custom fields on ITCO customers map to Freshdesk contact custom fields after destination schema is created during the discovery phase.

ITCO company records map to Freshdesk Organization. We extract company name, domain, address, and any custom fields. Freshdesk designates the first company in the CSV column as the primary company for that contact; we ensure this logic is preserved during data transformation. If no companies exist in ITCO, we map customer records to unassociated contacts and document the change for the customer's admin.

ITCO agent records map to Freshdesk agent accounts. We extract agent name, email, and role where available. Freshdesk agents are provisioned directly via the admin panel or API; we match agents by email to avoid duplicates. Any ITCO agent without a corresponding Freshdesk user goes to a reconciliation queue for the customer's admin to provision before record import completes, because agent assignment on tickets requires a valid Freshdesk agent ID.

ITCO team structures map to Freshdesk Groups. We extract group name, team leads, and member list from ITCO manually and create matching Freshdesk Groups during destination setup. Group membership migrates after both Groups and Agents exist in Freshdesk so that the member-agent references resolve correctly at import time.

ITCO ticket conversation threads map to Freshdesk Ticket Conversations. We extract message body, sender (customer or agent), timestamp, and any internal notes as separate conversation entries. Message ordering is preserved by setting Freshdesk's conversation timestamp to the original ITCO timestamp. If ITCO stores attachments per conversation, we flag them for manual download and note the file names against the conversation for re-attachment in Freshdesk.

ITCO custom ticket fields have no published schema, so each customer's configuration requires manual enumeration during discovery. We identify field names, data types, and validation rules by inspecting ITCO ticket records directly. We then create matching Freshdesk custom ticket fields under Admin > Support Operations > Ticket Fields before migration, applying the same field types (dropdown, text, number, date, checkbox). If ITCO uses a field type that Freshdesk does not support, we map to the closest equivalent and flag the difference for the customer.

ITCO does not expose file attachments via API. We flag every ticket with attachments during scoping and provide a manual extraction checklist for the customer's team to download files directly from the ITCO interface. We preserve the original file name, file size, and the ticket ID it belongs to in a manifest spreadsheet. After Freshdesk migration completes, the customer uploads attachments to Freshdesk and re-links them using the manifest as a guide. This is a manual step; we do not automate attachment migration from ITCO.