Migrate from Kapture CX to Freshdesk

Kapture CX Tickets migrate to Freshdesk Tickets preserving ticket ID, status, priority, source channel, assignee, and all custom ticket field values. We map Kapture's Folder assignment to a Freshdesk Group lookup and queue routing rules to Freshdesk Product or Category tags depending on the destination Freshdesk plan. Custom ticket fields (dropdowns, checkboxes, date fields, numeric fields) require pre-creation in Freshdesk with matching API names before migration. Freshdesk's Status values (Open, Pending, Resolved, Closed) map from Kapture's status vocabulary during the transform phase.

Kapture CX Customer 360 profiles map directly to Freshdesk Contacts. Name, email, phone, company, and custom contact properties migrate 1:1. We deduplicate against the destination using email as the primary key. Any contacts with duplicate email addresses are flagged in a reconciliation report for the customer's admin to resolve before the contact phase closes.

Kapture CX organization records map to Freshdesk Organizations. Company name, industry, address, and custom organization properties migrate as custom fields on the Freshdesk Organization object. Where Kapture CX stores organization data as a flat contact property rather than a linked record, we create a Freshdesk Organization during the contact phase and backfill the relationship.

Kapture CX Agent records migrate to Freshdesk Agents. Name, email, role, and team membership map from Kapture. Kapture role names (Admin, Supervisor, Agent) map to Freshdesk Agent roles by permission level. Team membership in Kapture maps to Freshdesk Group membership, which requires the Groups object to be migrated before or alongside the Agents phase.

Every Kapture CX Conversation entry (email message, chat message, WhatsApp message, social message, voice transcript) migrates to Freshdesk as either a Reply (public, sent to the customer) or a Note (internal agent visibility). We preserve the channel source in a custom field and set the conversation timestamp to match the original Kapture timestamp for timeline ordering. Internal notes in Kapture migrate as internal notes in Freshdesk with visibility restricted accordingly.

Kapture CX KB articles migrate to Freshdesk Knowledge Base articles with article body, category assignment, and internal/external visibility flags preserved. We reassign articles to matching Freshdesk categories created during the schema design phase. Multi-language article content migrates with UTF-8 encoding normalization applied. Rich-text formatting is converted to Freshdesk-compatible HTML or Markdown format. Note that Kapture's GenAI article relevance rankings, auto-suggest models, and NLP tuning do not export—these require a Freshdesk KB reindex effort documented in the post-migration automation audit.

Kapture CX SLA Policies defining First Response Time and Resolution Time per priority level or queue map to Freshdesk SLA Policies scoped to groups, agents, or requester types. Calendar-based SLA windows in Kapture map to Freshdesk business hours configuration. Priority levels (Urgent, High, Medium, Low) map by name to matching Freshdesk priority values.

Kapture CX Canned Responses migrate to Freshdesk Canned Responses with response body, shortcut trigger, and folder assignment preserved. Folder-scoped responses are created in the corresponding Freshdesk folder or marked global if the source was queue-agnostic. Token-variable handling requires the customer's admin to validate placeholder names in Freshdesk's syntax post-migration.

Kapture CX Folder and Queue hierarchy maps to Freshdesk Groups and, where routing rules attach, to Freshdesk Product or Category tags. Folder-tree depth beyond two levels is flattened to a flat Group list or expressed as a Group plus Category hierarchy depending on destination Freshdesk plan. Queue-to-agent assignment rules are documented in the automation inventory for manual rebuild in Freshdesk product rules.