Migrate from Novo Customer Support to Freshdesk

Novo Tickets migrate 1:1 to Freshdesk Ticket records. Each Novo ticket carries status (open, pending, resolved, closed), priority, assignee, custom fields, tags, and a linked customer or company. We map ticket status values to Freshdesk's ticket status enum and preserve the original Novo ticket ID in a custom field for audit and cross-reference. Priority mapping preserves low/medium/high/urgent as Freshdesk priority values.

Novo Customer records map to Freshdesk Contact. The contact's name, email, phone, and address fields migrate directly. Any role-based permission fields attached to customer records (in enterprise Novo deployments) are audited during discovery and flagged if they represent non-standard data that cannot map to Freshdesk's contact schema without a custom field.

Novo Companies associate multiple customers and tickets under a single organizational record. They map to Freshdesk Company with the company name, domain, and industry preserved. We create Freshdesk Companies before Contact import so that the company_id lookup on Contact is satisfied at insert time, preventing orphaned contact records.

Novo Agents are the support staff users. Migration requires mapping each Novo agent_id to a Freshdesk Agent record, which is a user account in Freshdesk with agent-level permissions. Role-based permissions from Novo's enterprise configuration must be translated to Freshdesk's agent group and role model. We audit permission levels pre-migration and flag any role definitions that lack a direct Freshdesk equivalent. Active Novo agents are matched to Freshdesk agents by email address.

Novo Teams group agents for routing and reporting. They map to Freshdesk Groups, which serve the same routing and team-assignment function. Where Novo team names do not have a Freshdesk equivalent, we create groups with matching names and assign the migrated agents accordingly.

Each Novo ticket carries a threaded conversation history including agent and customer replies. We migrate full conversation logs in chronological order, preserving timestamps and author attribution. Public replies become Freshdesk Conversation Reply records; internal notes become Freshdesk Conversation Note records. The original author email and timestamp are preserved in the conversation metadata. This is the step most sensitive to API rate limits on the source side.

File attachments on tickets and conversations migrate as binary blobs with original filenames and MIME types preserved. Freshdesk attaches files to the relevant conversation record. We flag any size restrictions during scoping; large attachment batches may require chunked transfer with exponential backoff on rate-limit responses.

Novo knowledge base articles migrate as Freshdesk Solutions. We preserve the article title, body content, and status (published, draft). Internal/external visibility flags from Novo must be mapped to Freshdesk's article status and portal visibility model. Articles are migrated after Companies and before Tickets so that any article-to-company associations can resolve.

Novo KB Categories map to Freshdesk Solution Categories (folders). We preserve the category hierarchy so that article placement matches the original taxonomy. Category names and descriptions migrate directly.

Tags applied across tickets, customers, and articles in Novo migrate as Freshdesk Tags with all tag assignments preserved. Freshdesk supports tags on Tickets, Contacts, and Companies, matching Novo's tag taxonomy scope. Tag naming conventions are audited for characters that Freshdesk restricts.