Migrate from Logicalware to Freshdesk

Logicalware Tickets export with ID, subject, body, status, priority, and timestamps in CSV or XML format. We map these to Freshdesk Ticket fields: subject, description_text, status, priority, and created_at. Logicalware ticket ID is preserved as source_ticket_id__c in a custom field for audit traceability. Channel metadata from Logicalware (email, chat, SMS) maps to the Freshdesk inbound_email or FreshdeskConversation channel property.

Logicalware Customer records include name, email address, phone number, and any custom fields present in the export. We map to Freshdesk Contact (requester) by email as the dedupe key. If a Contact with the same email already exists in Freshdesk, we flag it for the admin to decide between merge and skip rather than creating duplicates. Any @logicalware.com email addresses in the export are flagged as likely inactive and held for manual owner reassignment.

Logicalware Company records map to Freshdesk Organization by company name as the dedupe key. If a company name appears in multiple ticket records with slight spelling variations, we normalise to a single Organization and link all associated Contacts. Organizations with no linked Contacts in the export are flagged as potentially orphaned and noted in the scope document.

Logicalware Conversations are flattened into individual message events per ticket. Each message migrates as a Freshdesk Conversation record with body text, timestamp, and sender type (agent or requester) preserved. Thread chronology ordering is maintained by created_at timestamps. If the Logicalware export does not include full message body text (only metadata), we flag the gap and document what is recoverable versus what is permanently missing.

Logicalware Agent records include name, email, and role. We map to Freshdesk Agents by email match. Any @logicalware.com email addresses are flagged as likely deactivated and mapped to a designated replacement owner during scoping rather than landing in unmonitored mailboxes. Role mapping (admin, agent, supervisor) is preserved in Freshdesk agent permissions settings during schema setup.

Logicalware channel types (email, live chat, SMS, WhatsApp, social media) are stored as properties on ticket and conversation records in the export. We preserve channel type as a Freshdesk ticket property and as a tag on the conversation record. Multi-channel tickets that span email and chat in a single Logicalware thread are split into separate Freshdesk conversation entries with channel tags so agents see the channel context on each message.

Logicalware attachment references in export files may be URLs pointing to the Logicalware platform or inline base64-encoded content. We migrate inline attachment content as Freshdesk attachments on the corresponding ticket or conversation. URL references pointing to the Logicalware platform are flagged as inaccessible after the 2023 dissolution; we document each inaccessible URL with the original filename so the customer can attempt recovery from their own backup systems.

Logicalware tags applied to tickets for categorisation migrate to Freshdesk Tags directly, preserving the original tag vocabulary. We do not consolidate synonymous tags unless explicitly requested. Tags that appear in the export file but not in the Freshdesk admin UI are created during the migration phase. Tag-based ticket filtering in Logicalware maps to Freshdesk's tag-based reporting filters.