Migrate from N-able MSP Manager to Freshdesk

MSP Manager Customer records map to Freshdesk Company. The Customer's primary address, tax rate, and program level migrate to Company custom fields. We preserve the MSP Manager customer ID in a custom field msp_manager_id__c for audit and cross-reference. Multi-location customers in MSP Manager do not map to a single Freshdesk native object; each Location becomes a Freshdesk Company address entry or a custom object depending on whether the customer needs per-location ticket assignment in Freshdesk.

MSP Manager Contact records map to Freshdesk Contact, linked to the corresponding Company via the company_id reference. We resolve parent Company IDs before inserting Contacts to satisfy Freshdesk's required company association. Role, phone, email, and address fields migrate directly. Contacts without an email address are flagged for manual review because Freshdesk requires an email for portal access.

MSP Manager Tickets map directly to Freshdesk Tickets. Status, priority, category, assigned technician, and timestamps migrate directly. The MSP Manager Customer reference maps to Freshdesk Company, and the Contact reference maps to Freshdesk Contact. Ticket description, internal notes, and conversation threads migrate as Ticket notes and conversation entries respectively. Closed tickets migrate with their final status preserved.

MSP Manager custom ticket fields (text, number, dropdown, date, checkbox, rich text) map to Freshdesk custom ticket fields on the Ticket object. We enumerate the live MSP Manager schema via the OData endpoint before migration because several official documentation URLs return 404 errors and the custom field coverage is incomplete in N-able's public docs. Dropdown option values migrate as Freshdesk dropdown values; any unsupported field type (e.g., rich text with embedded images) is flagged for manual post-migration review.

MSP Manager Time Entries map to Freshdesk Ticket Notes with a time-tracking prefix in the note body (e.g., 'Billable: 1.5h - Technician: John D. - Description: Server maintenance'), preserving duration, date, technician, and description. On Growth and higher Freshdesk plans, time entries can be logged natively against tickets. We validate that time entries are attached to open tickets before migration because MSP Manager's batch invoice generation skips entries linked to closed or deleted tickets.

Freshdesk has no native expense object. MSP Manager Expense records (amount, date, vendor, description, ticket association) migrate to a Freshdesk Custom Object named Expense_Record with fields for amount, date, vendor, description, and ticket_id lookup. This requires a Growth or higher Freshdesk plan. Expenses not associated with a ticket migrate to a standalone Expense_Record without a ticket lookup.

MSP Manager Invoice headers and line items (from billable time and expenses) do not migrate as native Freshdesk records because Freshdesk has no invoice object. We export Invoices as a structured JSON document with invoice number, date, customer reference, line item details, and status (draft, sent, paid). The customer uses this export to recreate invoices in their accounting system (Xero, QuickBooks, or similar) or as a reference document for manual billing recreation.

MSP Manager KB articles (procedures, policies, and documentation scoped per Customer) map to Freshdesk Solutions. We preserve article title, content, and any category or tag associations. Solutions in Freshdesk are scoped to the portal rather than to individual Companies, so if the customer requires per-client KB articles, we recommend organizing them by tag and using Freshdesk's portal theme conditions to display client-specific content after migration.

MSP Manager Asset records (device name, hardware specs, status, associated Customer) map to a Freshdesk Custom Object named Asset_Record with fields for device_name, serial_number, hardware_type, status, and customer_id lookup. Full device detail managed by N-sight RMM (CPU, memory, patch status) does not migrate because this data lives in the RMM platform, not in MSP Manager's asset records. Asset Record migration requires a Growth or higher Freshdesk plan.

MSP Manager Service Items (per-user, per-device, or incident-based managed service pricing scoped per Customer) have no Freshdesk equivalent. Service item names, pricing, billing frequency, and customer associations export as a structured JSON document. The customer uses this export to rebuild service item pricing in Freshdesk's Products module (for products sold as items) or as a reference for manual contract pricing recreation.