Migrate from Mojo Helpdesk to Freshdesk

Mojo Tickets map directly to Freshdesk Ticket records via the Freshdesk REST API. We preserve the full conversation thread including agent replies, customer replies, internal staff notes, and CC'd participants as conversation entries ordered by the original Mojo timestamp. Attachment filenames and URLs migrate as Freshdesk ticket attachments. Mojo ticket status (New, Open, Pending, Resolved, Closed) maps to Freshdesk ticket status with direct value translation. Priority, owner assignment, and queue routing transfer to Freshdesk priority, responder_id, and group_id respectively.

Mojo Helpdesk agents migrate to Freshdesk agents by email match. We map Mojo agent roles (admin, agent) to Freshdesk agent role permissions. Note that Mojo's Team plan is hard-capped at 25 agents — if the source account exceeds 25 agent users, we flag this during scoping and sequence the migration to provision Freshdesk agents first, assign tickets to the provisioned roster, then create remaining agents as inactive pending a plan upgrade. Mojo's admin vs agent role distinction maps to Freshdesk's agent permission levels.

Mojo Contacts migrate to Freshdesk Contact records. We preserve name, email, phone, company affiliation (if present in Mojo), and all custom field values. A critical sequencing constraint applies: Freshdesk requires a minimum of 10 tickets to exist in the account before contacts can be imported. We handle this by importing all tickets first (contacts are auto-created by Freshdesk on ticket import if they do not exist), then validating the ticket count, then importing remaining contacts with explicit company linkage and custom field values that were not set during the ticket auto-creation phase.

Mojo Contacts with a company affiliation map to Freshdesk Company records. If a Mojo contact has no company, we create a Freshdesk company record for organizational consistency. We link each contact to its company via Freshdesk's company association field. The first company listed for a contact in the import CSV becomes the primary company per Freshdesk's import rules.

Mojo Helpdesk Queues — the routing units that receive tickets based on email routing rules or form submissions — map to Freshdesk Groups. We preserve queue assignment rules as Freshdesk group membership and agent assignments within each group. Queue-based routing rules from Mojo are documented for the admin to rebuild as Freshdesk routing automations post-migration since routing rules are not data objects that transfer directly.

Mojo Helpdesk tags are free-form text applied to tickets with no predefined vocabulary. Freshdesk uses a controlled tag system per ticket. We extract all distinct tag values from Mojo tickets, deduplicate the vocabulary, and map them to Freshdesk tags. If a Freshdesk tag with the same name exists, we use it; otherwise we create it during import. Tag-based reporting in Freshdesk depends on the plan tier — Growth includes tags, and Deluxe and above include tag-based filters in views.

Both Mojo Helpdesk and Freshdesk require custom fields to be created in the application before data can be imported into them. Mojo custom field system names follow an underscored format accessible via Account administration > Tickets > Forms & fields. We audit the Mojo field schema during scoping, identify all custom field system names and types, pre-create equivalent fields in Freshdesk Admin > Ticket Fields or Customer Fields, and then import values in the same operation. If a custom field is missing on either side, values are silently discarded — we prevent this by confirming field parity before import begins.

Mojo canned responses (pre-written reply templates associated with queues or categories) export as content with their queue or category triggers. We migrate template content and trigger conditions as Freshdesk preset replies. Note that Freshdesk preset replies are shared across groups by default unless scoped to a specific group — we apply the same group scope as the original Mojo assignment during import. Trigger-based canned response logic (auto-suggested on ticket creation) requires a separate automation rebuild in Freshdesk.

Mojo Helpdesk Knowledge Base articles migrate to Freshdesk Solutions with article content, category structure, and publish status preserved. Categories from Mojo map to Freshdesk solution categories. Articles in draft status migrate as drafts in Freshdesk. Note that Freshdesk's multilingual article support is gated to Pro and Enterprise tiers — if the source Mojo knowledge base contains articles in languages other than English, we flag this during scoping and recommend a manual review post-import for any multilingual content since Freshdesk's standard import handles one language per article.

Mojo Helpdesk bots trigger on ticket events (created, updated, deleted) and can assign, escalate, or send emails based on conditions. We do not migrate automations as code. We document the full bot logic — trigger events, conditional rules, and action sequences — as a written automation inventory with recommended Freshdesk equivalents (Freshdesk's Rule Engine, Ticket auto-assignment, and Workflow automations). The customer's admin rebuilds the automation logic in Freshdesk's Admin > Workflows section. Bots that relied on Mojo's Felix AI for drafting or sentiment flagging have no direct Freshdesk equivalent on Growth and below plans.

Mojo Helpdesk SLA definitions — timeframes per priority level, business hours configuration, pause-on-customer-reply logic, and pre-breach alerts — migrate as Freshdesk SLA policies. We map Mojo priority levels to Freshdesk ticket priorities and configure SLA entry and breach conditions. Note that SLA policies are available on Freshdesk Pro and Enterprise tiers; Growth and Deluxe do not include SLA management. We flag this gap during scoping if the destination plan is below Pro.

Mojo Helpdesk's optional asset management module tracks laptops, software licenses, warranties, contracts, and ticket linkage for audit and compliance. Freshdesk does not include asset management in its core product — IT asset management requires Freshservice (a separate Freshworks product). We export asset records as a structured CSV including type, status, location, department, assigned user, warranty expiry, and linked ticket IDs for the customer's admin to migrate manually into Freshservice or re-enter in a standalone system. This object is marked as lookup scope: we preserve the data export but do not perform a direct API-to-API migration.