Migrate from Neoforce to Freshdesk

Neoforce Tickets map directly to Freshdesk Tickets. The src status, priority, category, and assignee fields map to Freshdesk ticket status, priority, type, and responder_id. Custom fields on Neoforce Tickets migrate as Freshdesk custom fields, which require pre-creation in the destination portal before the migration run. We preserve the full ticket history including internal notes as Freshdesk conversations, and attachment binary references transfer as Freshdesk ticket attachments linked to the same ticket record.

Neoforce distinguishes Agent accounts (staff) from free Light Accounts (end customers on the portal). Light Accounts may lack email addresses in some Neoforce export scenarios. We flag all Light Account records during scoping, confirm which ones require full contact migration, and apply an email-placeholder strategy (or contact-enrichment if the customer supplies enrichment data) to prevent orphaned Freshdesk Contact records with no email. Where multiple Light Accounts share the same email domain, we merge them into a single Freshdesk Contact.

Neoforce Company records map directly to Freshdesk Organisation. The company domain, address, and custom fields migrate as Freshdesk Organisation custom fields. We create the Organisation in Freshdesk before any Contact import so that the lookup relationship is satisfied at the moment of Contact insert.

Neoforce Agent accounts (the paid staff accounts with roles and permissions) map to Freshdesk Agent records. Role names and permission levels from Neoforce are preserved as custom properties on the Freshdesk Agent record so the customer's admin can reassign matching roles post-migration. Agents without an email match in the destination Freshdesk portal go to a reconciliation queue for manual provisioning before record import resumes.

Neoforce's asset management module has no direct Freshdesk standard object equivalent. We create a Freshdesk Custom Object named Asset with custom fields matching the Neoforce asset schema (asset name, type, serial number, status, linked contract reference). Relationship fields from Neoforce (linked Companies, linked Contracts) map to Freshdesk Custom Object lookup fields. The destination Custom Object schema must be created before migration begins.

Neoforce Contract records (terms, renewal dates, custom fields, linked Assets and Companies) migrate to a Freshdesk Custom Object named Contract. Renewal date semantics and contract-type categorisations vary between the two platforms — we document the mapping of contract type values to Freshdesk picklist options during scoping. Renewal date fields migrate as date fields and are preserved for Freshdesk reporting.

Neoforce SLA tiers (response time, resolution time, escalation thresholds) are stored as configuration objects that do not export via API. We document the complete SLA specification — each tier name, response time in hours, resolution time in hours, and escalation chain recipients — in the migration workbook. The customer's Freshdesk admin configures matching SLA Policies in Freshdesk's SLA configuration section using the documented values. Escalation chain automation requires rebuild in Freshdesk's rule builder.

Neoforce wiki articles (portal knowledge-base content) are extracted via the API where available and migrated to Freshdesk Solutions. Article content and metadata transfer, but article-category hierarchy requires reconstruction in Freshdesk's Solutions category structure. We preserve the article text and any attachments; the category tree is documented for manual recreation.

Tags applied to Neoforce Tickets, Assets, and Companies are exported as a flat tag array per record. We preserve the tag vocabulary across all objects so the destination Freshdesk portal inherits the same filtering and segmentation vocabulary. Tags that reference Neoforce-specific terminology are flagged for the customer's admin to rename post-migration if desired.

Neoforce dashboard widget layouts and chart configurations are UI-level objects not accessible via API. The underlying data feeding those dashboards (ticket metrics, SLA compliance, agent performance) migrates fully to Freshdesk. We flag dashboard layouts as a post-migration configuration step and include the data migration itself as complete so the customer's admin has everything they need to rebuild the visual layout.