Migrate from Matrix42 Service Management to Freshdesk

Matrix42 ticket subtypes — Incidents, Problems, Changes, and Service Requests — map to Freshdesk Ticket records. Each ticket subtype is preserved as a Freshdesk custom ticket field (e.g., ticket_type__c) rather than a native type split since Freshdesk does not separate these as distinct objects. Status, priority, category, and SLA binding migrate as typed fields. The Matrix42 ticket ID is stored in a custom field (e.g., matrix42_id__c) for cross-reference.

Matrix42 CI records (devices, software, services, and consumers) do not have a direct Freshdesk equivalent because Freshdesk lacks a CMDB. We remap CI data by type: device CIs become Freshdesk Company records with custom fields for device_name, device_type, serial_number, and manufacturer; software CIs become additional custom fields on the same Company; service CIs become a Freshdesk Custom Object (service_catalog__c) linked to the Company via a lookup relationship. CI relationship graphs (e.g., server-hosting-application dependencies) are exported as a separate lookup table CSV for the customer's admin to review and re-enter in Freshdesk's asset or custom object model.

Matrix42 KB articles linked to tickets and categories migrate to Freshdesk Solutions with category and folder assignments. We use Freshdesk's native Solutions CSV exporter to pull articles, category structure, and publication status. Rich text formatting in HTML migrates directly. Article attachments (images, documents) migrate as Freshdesk attachment files linked to the Solution record. Article-to-ticket associations are preserved as a custom field (linked_tickets__c) containing a comma-separated list of related Freshdesk ticket IDs for the admin to link manually after migration.

Matrix42 Service Catalog items (offerings available in the Self Service Portal with associated workflows and approval chains) map to Freshdesk Products. The catalog structure and category hierarchy are preserved as Freshdesk product categories and subcategories. Approval chains and fulfillment processes built as Matrix42 Workflows are documented in the Workflow Inventory rather than migrated; Freshdesk Products support a description and category but no native approval routing, so the admin rebuilds approval logic as Freshdesk automations post-migration.

Matrix42 SLA definitions — reaction and solution times tied to Priority and Category with calendar bindings and escalation rules — do not migrate as enforceable SLA records because Freshdesk's SLA model is a response-time policy tied to plan tier (Growth, Pro, Enterprise) rather than a configurable multi-dimension matrix. We export the full Matrix42 SLA matrix including escalation rules and calendar bindings and deliver it as a written configuration guide for Freshdesk SLA Policy setup. The admin configures Freshdesk SLA Policies by selecting ticket categories, priorities, and business hours during the post-migration configuration phase.

Matrix42 user records split into Freshdesk Agents (users who handle tickets) and Contacts (end users who submit requests). Active Matrix42 users with agent or admin roles are mapped to Freshdesk Agents with the corresponding Freshdesk role (Agent, Admin, Supervisor). End users and requesters map to Freshdesk Contacts. User role definitions from Matrix42 (System Administrator, Service Desk Agent, Request Fulfiller, etc.) are preserved as custom fields on the Freshdesk Agent record for documentation until the admin maps them to Freshdesk's permission model.

Matrix42 Workflows built in the Worker Engine Blueprint Designer do not migrate as code. We deliver a written Workflow Inventory listing every active workflow with its trigger condition, activity sequence, approval routing, and SLA binding. Each workflow entry includes a recommended Freshdesk Automation Rule equivalent (e.g., 'On ticket created with category X, set priority Y and assign to group Z'). The customer's admin rebuilds automations in Freshdesk's Automation Rules or using Freddy bots. Legacy Service Store 5.x workflows are flagged separately for manual review because they require the Workflow Migration tool before any export.

Ticket and CI attachments from Matrix42's document repository migrate as Freshdesk attachments linked to the corresponding Ticket or Company record. We extract file metadata (filename, size, MIME type, linked entity) from the XML export and download binary blobs where accessible. Attachments exceeding Freshdesk's size limits are flagged for the customer to store externally or as a link reference. CI attachments are linked to the remapped Company record.

Matrix42 UEM asset records — hardware specifications, software installations, compliance states — have no native Freshdesk equivalent because Freshdesk does not include Unified Endpoint Management. We export the asset inventory as a structured CSV and deliver it to the customer for import into a dedicated UEM tool (Intune, Jamf, Kandji, or similar) or as Company-level custom fields in Freshdesk if the asset scope is limited to contact device information. The asset migration path is scoped separately from the core ticket migration.