Migrate from LiveHelpNow to Freshdesk

LiveHelpNow chat conversations transfer to Freshdesk as reply entries embedded in the corresponding Ticket conversation thread. Each message maps to a conversation_detail record with timestamp, operator name, and customer identity preserved. Read/unread state from LiveHelpNow does not map to Freshdesk since Freshdesk tracks agent read-state differently. We thread messages by timestamp ordering within each conversation so agent and customer exchanges remain chronologically intact.

LiveHelpNow tickets map directly to Freshdesk tickets using the ticket ID as a reference field on the Freshdesk side. Status (open, pending, resolved, closed) maps to Freshdesk ticket status values, and priority maps to Freshdesk priority. The original LiveHelpNow ticket ID is stored in a custom field lhn_ticket_id__c for reconciliation and cross-reference after migration. If the ticket has a linked conversation, that conversation appears as the first reply thread in Freshdesk.

LiveHelpNow agent profiles (name, email, role, queue assignment) map to Freshdesk agents. We match by email address as the dedupe key. Role-based access from LiveHelpNow maps to Freshdesk's agent permission groups. Any LiveHelpNow agent without a matching Freshdesk user account enters a reconciliation queue for the customer's admin to provision before record migration continues.

LiveHelpNow canned responses in agent personal folders and shared folders map to Freshdesk saved replies. The folder hierarchy migrates as category tags on the saved reply so the organization structure is preserved in Freshdesk. Content (text, placeholders, attachment references) transfers verbatim. Freshdesk's placeholder syntax differs from LiveHelpNow's; we flag any non-transferable placeholder format for manual adjustment post-migration.

LiveHelpNow KB articles (title, body content, tags) map to Freshdesk solution articles. Article text content including rich formatting and embedded images transfers as-is where the image host is reachable. However, Freshdesk assigns new article IDs on import, so every published KB URL changes. We maintain a cross-reference table mapping each LiveHelpNow article ID to its new Freshdesk article ID. The customer must update embedded KB links in chat widgets, email templates, and any external documentation after migration.

LiveHelpNow knowledge base category hierarchy (folder tree) replicates in Freshdesk as solution categories and subcategories. We preserve the parent-child relationship so article navigation order matches the source. If a category contains no articles at migration time, it still migrates as an empty category to preserve the folder structure for future article placement.

LiveHelpNow custom fields on tickets (text, number, date, dropdown, checkbox) map to Freshdesk custom fields. We extract the LiveHelpNow field schema during scoping and create matching Freshdesk custom fields via the Freshdesk API before ticket migration begins. Field types must match: a LiveHelpNow date field cannot map to a Freshdesk text field without data transformation. Dropdown values in LiveHelpNow map to Freshdesk dropdown options by label.

Tags from LiveHelpNow tickets and KB articles apply to Freshdesk tickets using Freshdesk's tag API. Tag names are preserved verbatim. Note that Freshdesk tags operate as a flat label system without the inheritance behavior some teams used in LiveHelpNow; we document this behavioral difference during scoping so the customer can adjust tagging conventions in Freshdesk post-migration.

LiveHelpNow survey response data (customer satisfaction scores, free-text answers) migrates as values in Freshdesk custom fields on the corresponding ticket. We map each survey question to a named custom field in Freshdesk. The survey question design itself (question text, trigger rules, routing logic) is a LiveHelpNow platform configuration and cannot migrate; the customer must rebuild survey triggers in Freshdesk's automation rules post-migration.