Migrate from NV Desk to Freshdesk

NV Desk Cases map directly to Freshdesk Tickets. Case status (Open, Pending, Resolved, Closed) maps to Freshdesk Ticket status with the original NV Desk status preserved in a custom field nv_original_status__c for audit. Case priority maps to Freshdesk Priority (Urgent, High, Medium, Low). The NV Desk Case ID is preserved in a reference field for traceability between systems during the migration window.

NV Desk Customer profiles (name, email, phone, company) map to Freshdesk Contact records. Where NV Desk stores a Company reference on the Customer, we resolve it to a Freshdesk Company record before Contact import so the CompanyId lookup is satisfied at insert time. Multiple contacts with the same email are deduplicated using Freshdesk's contact email uniqueness rule.

NV Desk companies map to Freshdesk Companies. Company name is the primary key and used as the dedupe target. Industry, domain, and custom company-level fields migrate to Freshdesk custom company fields. If NV Desk does not expose a standalone Companies object (some deployments attach company data to Customer records), we extract and normalize it during the export phase.

NV Desk Agents (name, email, team assignment, role) map to Freshdesk Agent accounts. We resolve agents by email match against the Freshdesk destination account. Any NV Desk Agent without a matching Freshdesk Agent is held in a reconciliation queue for the customer to provision before record migration resumes, because Agent assignments on Tickets require a valid Freshdesk Agent ID.

NV Desk Teams map to Freshdesk Groups. Team structure and team-based routing are preserved as Group membership in Freshdesk. SLA assignments that reference NV Desk Teams are documented and mapped to Freshdesk SLA policies during the configuration phase. Groups must be created before Agents are assigned to them during migration.

NV Desk custom fields on Cases are inventoried during scoping, and each field type (text, number, date, dropdown, checkbox) is mapped to the equivalent Freshdesk custom ticket field type. Fields with no direct Freshdesk equivalent are flagged for the customer to decide whether to create a new custom field, use an existing Freshdesk field, or drop the data. Dropped fields and their values are documented in the migration scope for post-migration review.

NV Desk multi-channel conversation threads (voice call notes, email, chat, social) attached to Cases migrate as Freshdesk Conversation records. Channel metadata (Email, Phone, Chat, Social) maps to Freshdesk's incoming/outgoing conversation type and source_channel field. Timestamps are preserved by setting Freshdesk's created_at to the original NV Desk timestamp. Thread ordering is maintained to preserve the agent and customer interaction sequence.

File attachments on Cases migrate as Freshdesk Ticket Attachments. We assess each attachment for size during scoping; files exceeding Freshdesk's attachment size limits are flagged and the customer chooses whether to store them externally (with a link migrated) or exclude them. Inline images embedded in conversation notes are extracted and reattached separately to maintain visibility within Freshdesk's conversation view.

NV Desk Tags applied to Cases migrate as Freshdesk Tags. Tag naming collisions (duplicate tags with different case counts) are resolved during the mapping phase by appending a numeric suffix to the duplicate. Tag counts in Freshdesk are recalculated after migration completes. Tags used for categorization (not conversation metadata) are preserved as-is.

NV Desk SLA configurations (response time, resolution time targets per team or case type) are documented and mapped to Freshdesk SLA Policies. SLA Policy creation in Freshdesk requires Enterprise or higher tier; if the destination Freshdesk account is on Growth or Pro, SLAs are documented in the handoff package as a manual configuration item. We flag tier mismatches during scoping.

NV Desk KB articles and categories are migrated where accessible via the source export. HTML content is preserved and reformatted to match Freshdesk's knowledge base content schema. Article status (Draft, Published, Archived) maps to Freshdesk's article status. Category hierarchy is preserved as Folder structure in Freshdesk. Articles that reference deleted or inaccessible content are flagged in the migration report for manual review.