Migrate from ITSM 365 to Freshdesk

ITSM 365 Incidents map directly to Freshdesk Tickets. We preserve the original incident status, priority, and assigned agent group in Freshdesk ticket fields and add a custom field itsm_record_type__c set to 'Incident' so that agents can filter the Freshdesk ticket list by the original classification. If ITSM 365 Standard was used, SLA assignment data migrates as a reference note in the ticket description for manual SLA Policy configuration in Freshdesk. Closed-incident resolution timestamps migrate as Freshdesk ticket updated_at values.

ITSM 365 Service Requests map to Freshdesk Tickets with itsm_record_type__c set to 'Service Request'. The original request category from ITSM 365 maps to Freshdesk ticket Group and Product fields if the destination account has Products configured. Request templates from ITSM 365 do not migrate as Freshdesk templates; we deliver a written inventory of every active service request template with its fields and conditions for the customer's admin to recreate as Freshdesk automations or default ticket properties.

ITSM 365 Change records have no native Freshdesk equivalent. Changes require custom object recreation on Freshdesk Growth or Enterprise plans, or tagging on the related Ticket records for teams without Custom Objects. For teams with the Custom Objects feature enabled, we create a Change Request custom object with fields for Change ID, type (standard, normal, emergency), risk level, implementation plan, and CAB approval status. Each Change record is linked via a lookup to the related ITSM 365 Incident or Service Request that it addressed. Change Advisory Board records are documented in a written handoff and not migrated as data.

ITSM 365 Problem records (root cause analysis linked to incidents) require Custom Objects in Freshdesk. We create a Problem custom object with fields for Problem ID, status, root cause description, known error status, and resolution. Problem-to-Incident linkage migrates as lookup relationships on the custom object. Problem records without custom object support tag the related incident tickets for manual Problem-Incident association rebuild in Freshdesk.

ITSM 365 users and agents map to Freshdesk Agents. We match by email address. ITSM 365 agent groups map to Freshdesk Groups, and individual agent assignments on tickets resolve to Freshdesk agent fields. Any ITSM 365 user without a corresponding Freshdesk agent account goes to a reconciliation queue for the customer's admin to provision before record import resumes.

ITSM 365 Companies map to Freshdesk Organizations with the company name as the primary identifier and domain as a secondary lookup. Configuration Items (CIs) from ITSM 365 Standard do not have a direct Freshdesk equivalent unless the Enterprise Assets feature is enabled; otherwise CI data migrates as a custom field on the related Organization record or as a separate Asset custom object. We flag CI coverage and dependency data during discovery and document it for the customer's admin.

ITSM 365 SLA assignments (priority-based first response and resolution targets, business hours calendars) do not migrate as data records. We extract the SLA configuration matrix from ITSM 365 Standard and implement it as Freshdesk SLA Policies on the Growth and Enterprise plans. SLA Policy names, time targets, and applicable business hours calendars are recreated manually in Freshdesk's SLA configuration UI. We deliver the mapping table (ITSM 365 SLA name to Freshdesk SLA Policy name, priority mapping, target in hours) as a written configuration guide.

Ticket and request attachments from ITSM 365 migrate to Freshdesk ticket attachments using the Freshdesk API with chunked upload handling. File size limits on Freshdesk (default 15 MB per file for most plans) apply; files exceeding the limit are flagged during discovery and require customer decision on whether to truncate, host externally and link, or skip. Inline images in ticket descriptions migrate with the ticket body as-is.

ITSM 365 Knowledge Base articles migrate to Freshdesk Solutions if the source KB structure uses a flat or two-level category taxonomy compatible with Freshdesk's category-article model. Articles with complex multi-level folder structures, embedded Confluence content, or conditional visibility rules may require flattening or manual recreation. We migrate article title, body (with HTML preservation), category assignment, and publication status. Draft articles migrate as unpublished in Freshdesk for admin review before publishing.

ITSM 365 Standard approval chains (multi-step approval workflows attached to Service Requests or Changes) do not migrate as automation. Freshdesk does not have a native approval chain object; approval routing is handled through automation rules that assign tickets to a supervisor group or trigger email notifications. We inventory every active ITSM 365 approval chain and deliver a written document mapping each approval step to a recommended Freshdesk automation rule (trigger condition, assignee or group, notification action). Rebuild is the customer's admin responsibility post-migration.