Migrate from ITsDone Help Desk to Freshdesk

ITsDone Tickets map directly to Freshdesk Tickets with status, priority, requester, assigned agent, group, tags, and creation and modification timestamps preserved. Conversation threads (customer replies and agent responses) migrate as Ticket Conversations in Freshdesk. Internal notes from ITsDone transfer as internal Ticket Notes. We resolve the ITsDone ticket ID mapping during scoping and create a cross-reference table so the customer can map historical references post-migration.

ITsDone Customer records (name, email, phone, company association, and custom attributes) map to Freshdesk Contacts. Where ITsDone stores customer metadata as custom fields, we parse those and map them into Freshdesk custom contact fields. Note that Freshdesk requires at least 10 tickets to exist in the destination before a contact import completes successfully; we coordinate the import order to satisfy this prerequisite.

ITsDone Agent profiles (name, email, role, group assignment) transfer to Freshdesk Agents. Role naming conventions differ between platforms, so we create a mapping table during scoping and flag any permission levels that do not have a direct Freshdesk equivalent. ITsDone group memberships map to Freshdesk Groups, which are the primary routing mechanism in Freshdesk.

Tags associated with ITsDone Tickets migrate as Freshdesk Tags. Some platforms restrict tag character sets or maximum length, so we normalize tag values before import by stripping unsupported characters and truncating to Freshdesk's 50-character limit. Tag taxonomy (tag groups or categories in ITsDone) maps to Freshdesk Tag Groups if the destination edition supports them.

ITsDone Knowledge Base Articles, sections, and categories migrate to Freshdesk Solutions. Content formatting migrates with HTML fidelity, but embedded media or links pointing to internal ITsDone asset URLs may require post-migration review because those URLs expire after the migration window. We flag any article with an internal ITsDone link during validation so the admin can update them before go-live.

ITsDone custom ticket fields and customer fields are parsed from the schema export and mapped to Freshdesk custom fields of equivalent type. Dependent dropdowns, calculated fields, and multi-reference fields from ITsDone may not map directly to Freshdesk field types; we document any unmappable fields in the scoping report with a recommendation for manual entry or alternative configuration. Custom field availability depends on both the ITsDone edition in use and the Freshdesk plan tier, which we audit at the start of every engagement.

ITsDone SLA configurations (business hours, first-response targets, resolution targets) transfer to Freshdesk SLA Policies where the destination plan supports SLA management. SLA configuration requires Freshdesk Garden tier or above; Sprout and Blossom tiers do not include native SLA objects. We document the SLA policy matrix during scoping and configure the corresponding business hours and policy rules in Freshdesk before the ticket migration phase.

ITsDone stores attachment references as URLs rather than embedding binaries directly. We validate all attachment URLs at the start of the migration, re-download binary assets on demand, and re-attach them to the corresponding Freshdesk Tickets. Attachments stored in ITsDone cloud storage are retrieved before the migration window closes; we flag any attachment whose source URL returns a 404 as a missing-asset record in the migration report for manual follow-up.