Migrate from Masergy to Freshdesk

Masergy agent profiles include login credentials, supervisor assignments, and queue entitlements. We extract agent identities from the Masergy CCaaS portal (or Comcast Business portal depending on provisioning date) and map them to Freshdesk Agent records. Supervisor-to-agent relationships in Masergy map to Freshdesk Group membership and reporting relationships. Active session state is not migratable (agents will re-authenticate on Freshdesk). Passwords do not migrate; agents receive Freshdesk onboarding invitations at cutover.

Masergy team structures define supervisor-to-agent relationships and team-level queue assignments. We export team rosters as structured data and map them to Freshdesk Groups. Group hierarchy (if multi-level) maps to Freshdesk Groups with parent-child relationships. Agent-to-team assignments migrate as Group membership entries. We preserve the supervisor assignment as a Freshdesk Agent field or group admin designation depending on the destination Freshdesk tier.

Masergy CCaaS queue definitions include routing rules, priority settings, and agent group memberships. We map queue structures to Freshdesk Groups for routing-based organizations or to Freshdesk Products for product-based ticket routing (Enterprise tier). Queue priority levels map to Freshdesk Ticket Priority values. The routing logic (round-robin, longest-idle, skills-based) is documented in the migration inventory for admin configuration in Freshdesk; automated routing rules do not migrate as code.

Masergy agent queue entitlements define which queues each agent is permitted to handle. We extract agent-queue permission sets and map them to Freshdesk Group membership for the corresponding queue group. An agent assigned to multiple Masergy queues receives Freshdesk Group membership across all mapped groups. Skill-based routing attributes from Masergy Enterprise tiers are preserved as Freshdesk Agent skills fields on Enterprise plans.

Masergy CCaaS stores interaction records (cases, service requests) in the contact center module. We extract historical ticket or case records including status, priority, created date, requester contact, and agent assignment. These map to Freshdesk Tickets with the original timestamp preserved. Conversation threads and notes from Masergy map to Freshdesk Ticket Conversations and internal notes respectively. Custom fields on Masergy tickets map to Freshdesk custom ticket fields that we create in the destination account before import.

Masergy Global UCaaS user records include extension assignments, dial-plan membership, and device provisioning settings. We migrate user identity data (name, email, phone, organization) as Freshdesk Contacts. Extension assignments and device provisioning do not map to Freshdesk fields and are flagged for the customer's UCaaS team to handle separately. Masergy UCaaS users who are also CCaaS agents appear as both Contacts and Agents in Freshdesk.

Masergy organizations associated with CCaaS accounts map to Freshdesk Organizations. We extract organization name, domain, and any associated contact data from Masergy and map them to Freshdesk Organization records. The organization-to-contact relationship is preserved via Freshdesk's contact-organization link. If Masergy stores account-level SLA tiers or priority classifications, these migrate as Freshdesk Organization custom fields.

Masergy SD-WAN site definitions (tunnel configurations, WAN circuit assignments, routing policies) are networking infrastructure records with no equivalent in Freshdesk's helpdesk data model. We do not migrate SD-WAN configurations. We extract a structured export of site records as a reference document for the customer's network engineering team to use when rebuilding site configurations in their chosen SD-WAN platform.

Masergy UCaaS dial plans define routing behavior for internal extensions, DID numbers, and outbound call routing. Freshdesk does not support telephony dial-plan configuration. We extract dial-plan rule sets as structured configuration exports and deliver them to the customer's UCaaS or telephony team for evaluation. These records do not map to Freshdesk objects.