Migrate from LiveChat to Freshdesk

Discovery and widget audit

We audit the source LiveChat account across all widgets, identifying agent count, requester volume, chat history date range, tag taxonomy, custom field definitions (and their per-widget scope), canned response inventory, automated rule count, and integration list. We also assess the Freshdesk destination: plan tier, existing data, custom field definitions, and team structure. The discovery output is a written scope document with object counts, widget-level field consolidation recommendations, and a migration order plan. We confirm the customer's Freshdesk plan has the required features for each mapping (CSAT, custom fields, knowledge base) before proceeding.

Custom field schema design in Freshdesk

We create the target custom field schema in Freshdesk before any data migration begins. Chat-level custom fields from all LiveChat widgets are consolidated into a single Freshdesk ticket field definition per logical field. Requester-level custom fields are created as Freshdesk Contact custom fields. We set appropriate field types (text, number, checkbox, date, dropdown) to match LiveChat's type definitions. If the Freshdesk plan includes CSAT, we confirm the satisfaction rating field is active. This step runs against the production Freshdesk instance unless a Sandbox is specified by the customer.

Agent and team provisioning

We extract every distinct LiveChat agent and their group memberships. Agents map 1:1 to Freshdesk agents by email. LiveChat groups and departments become Freshdesk Teams with agent assignments migrated accordingly. If a LiveChat agent does not yet have a Freshdesk user account, we hold them in a provisioning queue and the customer's Freshdesk admin creates the accounts before the production migration phase. Migration cannot write ticket assignments for agents that do not yet exist in Freshdesk because Freshdesk requires a valid agent ID on assignment.

Chat export and ticket migration

We run the LiveChat Chats Exporter per widget and per date window, merge the output files, and validate that no conversations are truncated at export boundaries. Each chat becomes a Freshdesk ticket with message history reconstructed as ticket Conversations in chronological order. We preserve the originating widget as a ticket custom field and set the ticket status based on the LiveChat chat status (open, resolved, closed). Tags are attached to each ticket after the ticket is created. Chat ratings are written to the CSAT field or a custom rating field depending on the Freshdesk plan tier.

Contact and organization migration

We migrate LiveChat Requesters to Freshdesk Contacts, deduplicating by email. If a Requester includes a company name, we create a corresponding Freshdesk Company record and link the Contact to it. Requester-level custom fields are written to Contact custom fields after the field schema is confirmed in Freshdesk. If the destination Freshdesk instance already contains contact data, we run duplicate detection by email and company name before inserting, flagging potential duplicates for the customer to resolve.

Knowledge base migration (if applicable)

If the LiveChat account includes Help Center articles, we export them and create Freshdesk Help Center Articles with the same title, body HTML, and URL slug. We flag articles containing Base64-encoded images for manual re-upload post-migration and note complex nested category structures that may need reorganization in Freshdesk's article category system. Knowledge base migration runs after contacts and tickets to avoid overloading the Freshdesk instance during the primary data migration window.

Validation, cutover, and rebuild handoff

We run a row-count reconciliation comparing LiveChat source record counts against Freshdesk destination record counts for agents, contacts, companies, tickets, conversations, and tags. We spot-check 20-30 tickets to confirm message thread integrity, custom field values, tag accuracy, and CSAT scores. We deliver the automated rules inventory and integration audit checklist to the customer's Freshdesk admin. We do not rebuild automated rules or reconfigure Freshchat widgets as part of the migration scope. We support a three-day post-migration hypercare window for data reconciliation issues reported by the support team.