Migrate from Motadata ServiceOps to Freshdesk

Motadata ServiceOps Requests map directly to Freshdesk Tickets. The Request lifecycle stages (Open, Pending, Resolved, Closed) map to Freshdesk Ticket status values without transformation. Priority, Impact, Category, and custom fields defined on Requests carry forward as Freshdesk Ticket custom fields of matching data type. We extract all Request attachments via UI-automation and upload them to Freshdesk using the Ticket attachments API endpoint, linking each attachment to the migrated Ticket record.

Motadata Users (requesters) map to Freshdesk Contacts. The User's email address becomes the Contact's primary email field and serves as the dedupe key during import. We resolve any duplicate Contacts by email and flag them for customer admin review before final insert. Custom fields on User records migrate as Contact custom fields. Time zone and language preference (if populated in Motadata) transfer to Freshdesk Contact properties where supported.

Motadata Technicians map to Freshdesk Agents. The technician's group memberships in Motadata resolve to Freshdesk Groups during migration, and the technician-to-group assignments transfer as Freshdesk Agent Group membership records. We preserve role assignments (Admin, Technician, Approver) as Freshdesk Agent role equivalents or as Role-based Access Control (RBAC) groups if the destination is on Freshdesk Pro or higher. Technicians without a matching Freshdesk Agent email are held in a reconciliation queue for admin provisioning.

Motadata Asset records include CI type, serial number, location, assigned User, and warranty metadata. Freshdesk's base helpdesk product does not include a native CMDB, so we map discovered CIs to Freshdesk Custom Objects (if the Freshdesk plan includes them) or flag them for migration to Freshservice IT Management as a parallel engagement. For helpdesk-only Freshdesk destinations, CI data migrates as tagged Ticket custom fields or as a separate CSV deliverable for the customer to load into their chosen CMDB. We run pre-migration validation scans to identify gaps from Motadata discovery timeouts and supplement with manual CI exports.

Motadata Contracts include vendor associations, expiry dates, warranty metadata, and custom fields. In Freshdesk helpdesk, Contracts have no native equivalent. We map them to Freshdesk Products if the contract describes a product under support, or to Freshdesk Custom Objects with fields for vendor name, expiry date, warranty period, and custom metadata. The customer chooses the mapping during scoping based on how they use Contracts in Motadata.

Motadata SLA definitions attached to Requests by priority or category migrate to Freshdesk SLA policies. First Response Time and Resolution Time targets transfer to Freshdesk SLA Policy conditions with the same priority and business hours calendar mapping. SLA breach escalation rules are documented in the handoff inventory as Freshdesk SLA policy conditions to be reconfigured post-migration, since escalation rule execution differs between platforms.

Motadata KB Articles with titles, rich-text content, category assignments, and view counts migrate to Freshdesk Solutions. The hierarchical folder structure in Motadata flattens into Freshdesk's category and folder两级. Rich-text formatting differences mean HTML content is cleaned and re-rendered in Freshdesk's editor format. Article status (Published, Draft) maps from Motadata's article visibility state. We export article view counts as a separate data deliverable for the customer to recreate as Freshdesk article metrics manually, since Freshdesk does not expose article view counts via API.

Motadata Supplier records with vendor contact information and custom fields map to Freshdesk Companies. The vendor name becomes the Company name, and contact metadata populates the Company address and phone fields. Custom fields on Supplier records transfer as Freshdesk Company custom fields. This mapping is primarily relevant when Contracts are mapped to Products, as vendor associations on Contracts reference the migrated Supplier records.

Motadata Workflows define conditional automation sequences for Requests, Changes, Approvals, and Assets. Freshdesk Scenario Automations provide rule-based triggers and actions but are structurally different. We export workflow definitions as a written inventory document including trigger events, condition logic, action sequences, and assignee rules for each active workflow. The customer's Freshdesk admin rebuilds the automation in the Freshdesk automation builder using this inventory as a guide. Workflow migration is out of standard scope as code migration.