Migrate from Khoros Service to Freshdesk

Khoros Customer records map directly to Freshdesk Contact. We export standard fields (id, screen_name, email, location) and all custom customer fields discovered via GET /meta/object/customer. Khoros's Author social identity (screen name, brandOwned flag, properties metadata) is linked to the Customer record and migrates as additional fields on the Contact. The Freshdesk Contact is created before any Ticket import so that the requester_id reference is satisfied at insert time.

Khoros Author represents the social identity of a customer engaging on a channel. We export screen_name, brandOwned flag, and properties metadata as additional fields on the corresponding Freshdesk Contact. Since Freshdesk does not have a separate Author object, we merge this data into the Contact record and flag social-origin contacts with a custom field author_source__c set to true.

Khoros Case maps to Freshdesk Ticket. We export title, status, customId, priority, and all customCaseProperty fields discovered via GET /meta/object/case. The Khoros case status values (Open, Pending, Resolved, Closed) map to Freshdesk ticket statuses, which we configure before migration. Priority maps directly. Case customId becomes a custom field khoros_case_id__c on the Freshdesk Ticket for audit traceability.

Interactions are nested as an ordered array inside each Khoros Case. We export each Interaction as a separate Freshdesk Conversation record linked to the migrated Ticket via ticket_id. Interaction type (message, note, status_change) maps to Freshdesk incoming/outgoing body type. The original interaction timestamp preserves the conversation sequence order within each Ticket. This mapping is critical because losing the interaction sequence breaks the conversation thread that agents rely on for context.

Khoros real-time messaging Conversations (distinct from Case-bound Interactions) export as Freshdesk Conversation records. We extract conversation metadata, participant list, and full message history. Since Khoros Conversations are rate-limited at 60 req/min, we chunk exports in batches of 50 records with exponential backoff on 429 responses to avoid session token invalidation during large conversation history migrations.

Both Khoros Customer and Case objects support custom field declarations via the meta/object API. We discover the live schema at the start of migration discovery (GET /meta/object/customer and /meta/object/case), then create matching Freshdesk custom ticket fields and contact fields in the Admin panel before importing data. String, number, boolean, and date field types map directly. Multi-select or complex custom field types require customer input on target field design.

Khoros Brands define multi-tenant scoping for enterprise deployments managing multiple product or regional communities. Freshdesk has no native Brand object. We export Brand associations on each Case and Customer record and convert them to Freshdesk Tags during import. The customer reviews tag naming during scoping to ensure Brand names map cleanly to readable tags without duplication.

Khoros Initiatives group Case workflows under a specific business objective or campaign. We export Initiative membership on records as a tag in Freshdesk (e.g., initiative_refund_campaign_2024). Where the customer has a small number of Initiatives, we optionally map them to Freshdesk Product Categories for more structured grouping. The customer chooses the target during scoping.

Khoros Agent records (email, name, role assignment) map to Freshdesk Agents. We resolve agents by email match against the Freshdesk agent list provisioned before migration. Khoros's initiative-based scoping has no direct Freshdesk equivalent; we map it to Freshdesk Groups and Roles instead, which the customer configures to mirror their team structure.

Khoros Knowledge Base articles have structured content, category hierarchy, and visibility settings. We export article body, title, and category hierarchy, then create matching Freshdesk Solutions with categories and folders. Image assets embedded in article content are downloaded from Khoros CDN and re-uploaded to Freshdesk as article attachments. The category hierarchy from Khoros maps to Freshdesk folder structure, which we replicate during import.

Khoros stores attachments on separate CDN infrastructure. We download each attachment from the Khoros CDN URL referenced in the Case or Author record, then upload it to Freshdesk attached to the corresponding Ticket or Contact. We resolve the parent record reference by khoros_case_id__c or email lookup so that each attachment lands on the correct destination record.