Migrate from Novo Help Desk Software to Freshdesk

Novo Accounts are the top-level tenant representing an organization that receives support. They map directly to Freshdesk Company records. Account Type designations (service support level labels stored as optional properties on the Account) migrate as a custom text field on the Freshdesk Company record. We create the Company in Freshdesk before importing any related Contacts so that the organization lookup is satisfied at Contact insert time.

Novo Contacts are the individual end users within an Account who submit and receive tickets. They map 1:1 to Freshdesk Contacts. The Contact-to-Company relationship is resolved by matching the Novo Account name to the Freshdesk Company name. Email, name, phone, and address fields migrate directly. Any Active Directory-sourced fields (such as SamAccountName or department) that are not native Freshdesk Contact fields migrate as custom text fields for post-migration reconciliation.

Novo Tickets carry status, priority, assignment, and timestamps and map directly to Freshdesk Tickets. The Novo ticket status and priority values map to Freshdesk Ticket Status and Priority enumerations. Assignment maps to the Freshdesk Agent object (resolved via email match against provisioned agents). Ticket subjects, descriptions, and conversation threads migrate to the Freshdesk conversation model.

File attachments associated with Novo Tickets migrate to Freshdesk Ticket Attachments. The migration preserves original file names, MIME types, and sizes. Large attachment batches are chunked to avoid API payload limits. We validate file integrity by comparing byte counts post-transfer. Note that Freshdesk has attachment size limits per plan tier that we verify before migration.

Novo's Activity Tracking produces audit-style log entries attached to tickets. These map to Freshdesk Ticket Conversations as note-type entries. We preserve the original timestamp, the acting agent name, and the activity description. The mapping type is 1:1 because each Novo activity record corresponds to one Freshdesk conversation note.

Novo account-specific ticket custom fields map to Freshdesk Custom Ticket Fields. We pre-create each Freshdesk custom field during schema design with the correct data type (text, number, date, dropdown, or checkbox) before migration begins. If the Novo custom field uses a picklist, we replicate the picklist options as Freshdesk dropdown values. If a custom field has no Freshdesk equivalent, we note it in the pre-migration inventory for the customer to decide whether to recreate it or drop it.

Novo Account-level custom fields (such as Account Type or custom service tier indicators) map to Freshdesk Custom Company Fields. We create these fields on the Freshdesk Company object during schema setup, matching data types and picklist values. These fields are available for reporting and ticket context after migration.

Novo does not expose a public Agent or User object via API. Agent accounts must be identified from the Ticket assignment data and reconciled against the customer's internal directory. We provision Freshdesk Agents by matching ticket assignee email addresses. Any Novo assignee without a corresponding Freshdesk Agent account is held in a reconciliation queue for the customer's admin to provision before ticket import resumes.