Migrate from Locobuzz to Freshdesk

Locobuzz Tickets map directly to Freshdesk Ticket records. We carry forward ticket ID as a custom field locobuzz_ticket_id__c for audit traceability, and preserve status, priority, channel origin, timestamps, assigned agent email, and SLA metadata. Tag associations migrate as Freshdesk Tags attached to each ticket. The conversation thread migrates as ticket conversations via Freshdesk's conversation API endpoint, preserving internal notes and public replies in chronological order.

Locobuzz Customer profiles map to Freshdesk Contact records. We preserve name, email, phone, and any social channel identifiers (Twitter handle, Facebook ID) as custom fields. Channel identifiers that do not map to standard Freshdesk fields become string custom fields on Contact. The contact's interaction count and last-seen timestamp migrate as custom fields if they exist in the export.

Locobuzz Company records map to Freshdesk Organization. Domain-based matching serves as the primary dedupe key during import. Escalation contacts stored at the company level migrate as custom fields on the Organization record. Some Locobuzz customers use only individual customer records without explicit company grouping; we confirm the company grouping approach during scoping and adapt the mapping accordingly.

Each Locobuzz ticket conversation thread maps to Freshdesk Ticket Conversations via the Freshdesk API. We preserve message author (agent vs requester), message body, timestamp, and attachment references. Internal notes in Locobuzz map to Freshdesk private notes on the ticket. Attachment files are downloaded from Locobuzz and re-uploaded to Freshdesk linked to the corresponding conversation entry.

Locobuzz aggregates reviews from Google My Business and industry platforms with sentiment scoring and response history. Freshdesk does not have native review monitoring. We export review records as structured data, map them to Freshdesk Tickets on a separate workflow (either as a periodic import or as a documented Freshdesk integration with a review aggregator tool), and flag this gap explicitly before migration scope confirmation. Brand response history carries forward as note entries on the linked tickets.

Locobuzz Agent records map to Freshdesk Agents. We resolve agents by email match during migration. Role (agent, supervisor, admin) from Locobuzz maps to Freshdesk's agent permission group. Inactive or suspended Locobuzz agents are flagged for exclusion from the active migration but their tickets are reassigned to a designated active agent. Team assignments from Locobuzz map to Freshdesk Groups.

Locobuzz SLA configurations define response and resolution time windows per priority level or channel. We export SLA rules as structured metadata and document them as Freshdesk SLA Policy configuration instructions. Freshdesk SLA Policies support first response time and resolution time targets per ticket category; we match Locobuzz urgency tiers to Freshdesk priority values during the documentation phase.

Locobuzz tag taxonomy applies across tickets, customers, and reviews. We export the full tag list and apply tags to migrated records at import time via Freshdesk's tag API. Tags used for routing in Locobuzz become Freshdesk tags with the routing context documented in the migration spec for the customer to re-implement in Freshdesk automations.

Locobuzz social account configurations (linked profiles, channel types, account-level routing rules) are workspace-level settings. Freshdesk does not store social account credentials as data records. We export the list of connected social accounts and their routing preferences as a written configuration inventory for the customer to re-enter in Freshdesk channel settings post-migration.

Locobuzz AgentIQ sentiment scores and urgency classifications are stored in a separate AI layer from raw ticket records. We export the AI enrichment payload where accessible and carry it forward as custom fields on the migrated Freshdesk Ticket (agentiq_sentiment__c, agentiq_urgency__c). If the AI layer is not exportable, we flag this gap before migration so the customer knows sentiment history requires a new scoring implementation in Freshdesk or a third-party enrichment tool.