Migrate from Keeping to Freshdesk

Keeping Tickets map directly to Freshdesk Ticket records. The Keeping ticket subject becomes Freshdesk subject, ticket status maps to Freshdesk status (Open, Pending, Resolved, Closed), priority maps to priority (Low, Medium, High, Urgent), and the Slack thread timestamp becomes Freshdesk's created_at with the original timestamp preserved in a custom field keeping_created_at__c for audit. We extract ticket content from the Slack thread export and insert it as a Freshdesk Note on the ticket so agents see the full conversation without accessing Slack.

Keeping does not have a standalone customer database; contact information lives in ticket metadata (email, name, company name). We parse these fields from every Keeping ticket during extraction, deduplicate by email address, and create Freshdesk Contact records. The contact's ticket history attaches via Freshdesk's Conversation thread view. Any company name detected in ticket metadata becomes a Freshdesk Company record with a lookup from the Contact.

We reconstruct Freshdesk Company records from company names parsed in Keeping ticket metadata. When no company name is present on a ticket, we create a Company record using the contact's email domain. Company records are created before Contact import so that the lookup relationship is satisfied on Contact insert.

Keeping's Slack Channels map to Freshdesk Groups. We inventory every distinct Slack Channel referenced in the Keeping export, create matching Groups in Freshdesk (Agents, Groups under Admin), and resolve the group assignment during ticket import. If the customer used Slack Channels as topic-based buckets rather than team assignments, we recommend converting them to Freshdesk Products or Tags instead.

Slack-attached files (images, PDFs, documents) are re-hosted in Freshdesk. Freshdesk accepts attachments up to 15 MB per file via the API. Files exceeding this limit are flagged during scoping and the customer decides whether to archive them externally or load them separately. We preserve the original Slack file URL in a custom field keeping_attachment_url__c on the Freshdesk ticket for reference.

Freshdesk's native created_at timestamp records when the ticket was inserted in Freshdesk, not when it was originally created in Keeping. We preserve the original Keeping creation timestamp in a custom datetime field keeping_created_at__c on every ticket so that reporting reflects the true customer service timeline. Agent response time and resolution time metrics in Freshdesk are computed against Freshdesk timestamps, which is the expected behavior post-migration.

Keeping custom fields are documented during scoping by reviewing ticket export samples. Freshdesk custom fields are pre-created in the destination account before migration (Admin, Support Operations, Ticket Fields). Field types are matched: Keeping text fields become Freshdesk text fields, dropdowns become picklists, and date fields become date fields. Required custom fields in Freshdesk are temporarily set to optional during import and re-required after migration to prevent record rejection.

Keeping tags (if used on tickets) migrate to Freshdesk Tags. Tags in Freshdesk are applied to Tickets and Contacts and are visible in the agent inbox. We extract tag values from the Keeping export, create matching Tags in Freshdesk, and apply them to the migrated tickets. Tags are not used for workflow routing in Freshdesk; that is handled by Freshdesk's Workflow Automator which requires rebuild post-migration.