Migrate from Kustomer to Freshdesk

Discovery and export audit

We audit the source Kustomer account: seat count, Customer volume, Conversation count, historical data window (30-day standard export or events-stream), KObject definitions and field types, active Routing Rules and Workflows, and any custom channel configurations. We pair this with a review of the destination Freshdesk plan (API access requires Blossom or above) and confirm whether the 10-ticket minimum for contact import is satisfied. The discovery output is a written migration scope with a data-volume estimate and a decision on the export method for historical conversation data.

Schema design and Freshdesk destination preparation

We design the Freshdesk destination schema before any data moves. This includes defining custom fields on Contact, Ticket, and Company that correspond to Kustomer custom properties, creating Custom Object definitions for any KObject schemas (with fields, types, and lookup relationships), configuring Ticket Sources to match Kustomer's channel types, and mapping Kustomer conversation status values to Freshdesk Ticket status values. Custom fields and Custom Object definitions must be deployed in Freshdesk Admin before the migration run begins.

UTF-8 validation and export extraction

We extract data from Kustomer via CSV export (30-day window) or events-stream API if available. Every export file is validated for UTF-8 encoding and re-encoded if non-ASCII characters are detected. We validate data quality on standard fields (email format, required field completeness) and flag records with missing required fields before mapping begins. If the customer requires historical data beyond the 30-day window, we coordinate the rolling 30-day tranche export strategy or the events-stream setup during this phase.

Agent and Group reconciliation

We extract every distinct Kustomer User referenced on Conversation, Message, and Note records and match by email address against the Freshdesk destination Agents. Users without a matching Freshdesk Agent go to a reconciliation queue. The customer's Freshdesk admin provisions any missing Agents (active or inactive depending on whether the original Kustomer user is still active). Migration cannot proceed past Ticket import because OwnerId references are required on Ticket records. Teams and Group membership map to Freshdesk Groups and Group membership, which are validated in the same reconciliation pass.

Production migration in dependency order

We run production migration in record-dependency order: Companies (from Kustomer Companies), Contacts (from Kustomer Customers with UTF-8 validated fields), Agents (validated from reconciliation), Groups (from Kustomer Teams), Tickets (from Kustomer Conversations with Contact lookup resolved and channel mapped to Ticket Source), Replies (from Kustomer Messages with timestamps preserved), Notes (from Kustomer internal notes linked to Tickets), Tags (as a separate pass after base records), KObject records (after Custom Object schemas are deployed and validated), and Attachments (extracted and re-uploaded with parent record references resolved). Each phase emits a row-count reconciliation report before the next phase begins.

Cutover, validation, and automation rebuild handoff

We freeze Kustomer writes during cutover, run a final delta migration of any records modified during the migration window, then enable Freshdesk as the system of record. We deliver the Routing Rule and Workflow inventory document to the customer's admin team for rebuild in Freshdesk Scenario Automations. Business Hours are configured from the Kustomer business schedule data. We support a one-week hypercare window where we resolve any reconciliation issues. We do not rebuild Kustomer Workflows as Freshdesk Scenario Automations inside the migration scope; that is a separate engagement or an internal admin task.