Migrate from Movidesk to Freshdesk

Movidesk Tickets map directly to Freshdesk Tickets. The Movidesk standard fields status, priority, owner, ownerTeam, changedBy, and changedDate map to Freshdesk's status, priority, agent_id, group_id, and updated_at. The statusHistories audit log migrates as Freshdesk Conversation records of type comment, preserving the full timeline of changes. Ticket type mapping uses Movidesk's type field mapped to Freshdesk's type property (Incident, Request, Problem, Question) or a custom ticket field if Movidesk uses a custom type schema.

Movidesk's unified People object holds both agents and customers. We split on the personType discriminator if present, or infer from whether the person is referenced as an owner on any ticket. Agents migrate to Freshdesk Agent records; customers migrate to Freshdesk Contact records. Email, phone, and organizational affiliations preserve. We create Freshdesk Agents first since Agent ID is required for ticket owner resolution during the ticket import phase.

Movidesk Organizations map to Freshdesk Company records. Organization name, domain, address, and custom fields transfer. Company ID serves as the dedupe key during import. We create Companies before Contacts so that the Freshdesk company_id lookup is satisfied at the moment of Contact insert.

Movidesk Services represent service-level abstractions without a direct Freshdesk equivalent. Freshdesk Product Catalog can represent service items attached to tickets. We map service definitions to Freshdesk Product records with the service name as product name and the service description as the product description. If no product-equivalent is appropriate, we migrate services as Freshdesk ticket custom fields with picklist values.

Movidesk Assets (equipment and product records linked to tickets) map to Freshdesk Asset records if the destination Freshdesk plan includes Asset Manager (Enterprise tier). If the destination plan does not include Asset Manager, we migrate asset data as ticket custom fields or as Company-level custom fields and document the limitation in the scope summary.

Movidesk Knowledge base articles migrate to Freshdesk Portal articles. We preserve article title, body content (rich text), category assignment, and status (draft, published). Attachments embedded in article bodies migrate as Freshdesk article attachments. Movidesk's multilingual KB requires all target language Help center appearances to be activated in Freshdesk before articles in those languages can publish; we flag this as a post-migration configuration step.

Movidesk KB categories map to Freshdesk Sections within a Portal Category. We preserve the category hierarchy so articles land in the correct sections. For multilingual knowledge bases, each language category set migrates to a corresponding Freshdesk portal language setting, requiring the Help center to have the same language enabled in Freshdesk before articles appear correctly.

Movidesk custom fields are discovered during the scoping phase by analyzing the ticketCustomFieldValue API responses. We pre-build Freshdesk custom field definitions (matching the field type and options) before any ticket records are imported. Each custom field value is then posted as a Freshdesk ticket field update. Movidesk's POST-only custom field API (InsertValues/UpdateValues/DeleteValues) means we cannot retrieve schema definitions directly; we infer field types from the values encountered during the scoping pass. Custom fields on People and Organizations follow the same pattern against the respective Freshdesk Contact and Company objects.

Movidesk SLA definitions with response time and resolution time commitments migrate as Freshdesk SLA Policies. We map SLA names, time thresholds, and escalation rules to Freshdesk's SLA Policy entity with corresponding business hour calendars. Note that Freshdesk SLA Policies are tied to specific plans and require the appropriate tier to be active at the destination.

Movidesk tags on tickets migrate as Freshdesk tags. Tag labels transfer as-is. If Movidesk tags exceed Freshdesk's tag length conventions, we truncate and document the change in the scope summary. Tags used for article classification migrate as Freshdesk article tags.