Migrate from Ivinex to Freshdesk

Ivinex Contact Tab records map to Freshdesk Contacts with direct field translation: name, email, phone, and address fields match standard Freshdesk contact fields. Custom fields on the Contact Tab transfer as Freshdesk contact custom fields (defined in Admin > Contact Fields). We resolve any Ivinex owner references by matching against the Freshdesk agent list by email during the User phase.

Ivinex Organization Tab maps to Freshdesk Companies. The organization name becomes the Company name field. Ivinex LinkRecords establishing Contact-to-Organization associations map to Freshdesk company associations by linking the contact's company_id field at migration time. If Ivinex stores multiple addresses per organization, we preserve the primary address and note additional addresses in a custom field for manual enrichment.

Ivinex Ticket Tab maps to Freshdesk Tickets. Standard fields (subject, description, status, priority, assignee) translate directly. Custom fields on the Ivinex Ticket Tab transfer as Freshdesk ticket custom fields. Ivinex ticket types and categories map to Freshdesk ticket fields or tags depending on the destination plan. We extract all Ivinex ticket associations (linked contacts, organizations, tasks) and set requester_id, responder_id, and association keys in Freshdesk.

Ivinex Task Tab records map to Freshdesk Tasks or to Freshdesk Ticket internal notes depending on whether the task is ticket-related. Standalone Ivinex tasks without a ticket association become Freshdesk Tasks linked to the relevant Contact or Company. Task due dates, assignees, and completion status transfer directly. If Ivinex stores task sequences or parent-child task relationships, these require a separate mapping pass with custom field handling.

Ivinex Activities (call logs, emails, notes) attached to Contacts or Organizations map to Freshdesk Conversations (public replies or private notes) on the associated Ticket. If the Ivinex Activity is linked to a standalone Contact or Organization rather than a Ticket, we create a Freshdesk Ticket with the activity content and link the Contact as the requester to preserve the timeline context. Call duration and disposition data transfer to Freshdesk conversation custom fields.

Ivinex User accounts map to Freshdesk Agents. We export user name, email, role, and active/inactive status. Inactive Ivinex users are mapped to Freshdesk agents who are deactivated post-migration so historical owner assignments are preserved. Ivinex group membership transfers to Freshdesk Groups and the agent-to-group assignment is reconstructed in Freshdesk Admin > Groups.

Ivinex allows unlimited custom fields on every Tab with types including text, number, date, dropdown, checkbox, and user-link. We call GetFields on each Tab during scoping to enumerate the live custom field set, then create equivalent Freshdesk custom fields (contact fields, ticket fields) or Custom Objects depending on the destination plan and field cardinality. Dropdown options in Ivinex map to Freshdesk picklist values. User-link fields require a separate lookup pass to resolve Ivinex user IDs to Freshdesk agent IDs.

Ivinex GetRecords responses contain attachment download URLs but not inline binary content. We extract all attachment metadata during the records pull, then execute a second-pass download. Re-upload to Freshdesk uses the Ticket attachment API endpoint with chunked upload for files exceeding 5 MB. Large file migration (over 20 MB per file) is handled in a dedicated post-ETL file transfer to avoid timing out the main migration pipeline.