Migrate from LeadDesk to Freshdesk

LeadDesk Contacts map directly to Freshdesk Contacts. We preserve the full name, email address, phone number, custom fields, and any campaign or project associations as tags or custom properties. The Freshdesk contact_id is recorded against the original LeadDesk contact ID for reconciliation. GDPR field flags (consent records) transfer to Freshdesk's custom_property or a dedicated consent field if configured.

LeadDesk Companies and Sponsors map to Freshdesk Organizations. Sponsor-specific properties (Sponsor ID, sponsor tier, sponsorship dates) migrate as custom fields on the Freshdesk Organization. The organization_name becomes the primary field for deduplication during import. We link Contacts to Organizations via the email domain match or explicit association exported from LeadDesk.

LeadDesk Campaigns have no direct Freshdesk equivalent because Freshdesk organizes around tickets, not campaign initiatives. We capture the campaign name, status, and Sponsor linkage and store them as a Freshdesk tag (prefixed with campaign_) and a custom field campaign_name on each migrated ticket or contact. The customer uses tags for filtering and reporting by campaign after migration.

LeadDesk Projects nest under Campaigns and represent individual outbound initiatives. Like Campaigns, Projects have no Freshdesk equivalent. We preserve the project hierarchy as tags (project_) and custom fields project_name and project_id so that historical project context is searchable post-migration. Agent-facing reports by project require a custom Freshdesk dashboard built on the tag or custom field.

LeadDesk Call Records (duration, disposition, agent, campaign linkage, timestamp) map to Freshdesk Ticket Conversation entries. We create one Freshdesk Ticket per Call Record and write the call summary, duration, and disposition as the first conversation note. Call recordings, if exported, attach as Freshdesk Ticket attachments. Multiple call records from the same contact within a short window can be merged into a single ticket at the customer's request during scoping.

LeadDesk Results and Outcomes are per-campaign disposition codes representing the specific end-state of a call attempt. We extract the full disposition taxonomy, map each code to a Freshdesk Ticket Status (Open, Pending, Resolved, Closed) or Priority (Low, Medium, High, Urgent), and document the mapping table for the customer's admin. Outcome codes with no direct equivalent become custom ticket fields with the original disposition label preserved.

LeadDesk Chatbot Conversations export as a time-bounded ZIP of four CSV files (conversations, outcomes, timing, agent). We decompress and parse each file, map conversation timestamps and intents to Freshdesk Ticket conversation entries, and attach the outcome data as a custom field or internal note. We confirm the export date range with the customer before migration begins — if the range is misconfigured, older conversation data is unrecoverable after account closure.

LeadDesk Agents map directly to Freshdesk Agents by email address. Agent role (Agent, Teamleader, Manager) maps to Freshdesk agent groups and permissions. We resolve Agent records before Contact import so that the agent assignment is valid at the time of ticket creation. Inactive or deleted LeadDesk agents are held in a reconciliation queue for the customer's admin to handle.

LeadDesk Teams group Agents under Teamleaders and Managers. We preserve team membership and reporting hierarchy by mapping each Team to a Freshdesk Group. Teamleader assignment migrates as a Freshdesk group-level permission rather than a separate record type.

LeadDesk Offices represent multi-site deployment nodes with their own timezone, VoIP routing, and agent rosters. Freshdesk Groups are the closest equivalent for grouping agents and routing tickets. We map each Office to a Freshdesk Group and preserve the original Office timezone and routing properties as custom fields on the Group record. VoIP routing itself does not migrate as Freshdesk handles voice differently.

LeadDesk custom fields on Contacts and Companies map to Freshdesk custom fields of matching type (text, number, date, dropdown, checkbox). We pre-create the Freshdesk custom field schema before import so that values insert without rejection. Complex nested object fields are flagged during discovery for manual review and dropped from the automated import with a written record of the omission.

LeadApps are add-on applications within LeadDesk (JennyBot chatbot, AI Dialer, integrations). We export their configuration as JSON where the platform exposes it, but we do not migrate their runtime state. Each LeadApp must be replaced by an equivalent Freshdesk or third-party integration post-migration. We deliver a written inventory of active LeadApps with recommended Freshdesk equivalents or App Marketplace replacements.