Migrate from OASYS to Freshdesk

OASYS Tickets map directly to Freshdesk Tickets. The ticket subject, description, status, priority, and created-at timestamp migrate 1:1. Ticket ID from OASYS is preserved in a custom field oasys_ticket_id__c for reconciliation. Conversation threads migrate as Ticket Conversations in chronological order. Any internal notes flagged in OASYS migrate as Freshdesk private notes.

OASYS Customer records map to Freshdesk Contacts. The customer name, email, phone, and address fields migrate directly. If the OASYS customer has multiple associated email addresses, the primary address becomes the Contact email and additional addresses are stored in a custom text field. Contact duplicates are detected by email match before import to prevent re-creation.

OASYS Company records map to Freshdesk Companies. Company name, domain, industry, and description migrate. Companies are created before Contacts so that the Contact-to-Company association (unique identifier in Freshdesk) is resolved at Contact import time. Company tags from OASYS migrate as Freshdesk Company tags.

OASYS Agents map to Freshdesk Agents. We resolve agents by email match. Any OASYS Agent without a matching Freshdesk Agent goes to a reconciliation queue where the customer's admin provisions the account before record import resumes. Inactive OASYS agents migrate as inactive Freshdesk agents to preserve historical assignment accuracy on closed tickets.

OASYS Teams map to Freshdesk Groups. Team roster, queue assignments, and group email addresses migrate during configuration. Freshdesk Groups must be created in Admin > Support Operations > Groups before ticket import so that the group assignment is satisfied at migration time. Multi-team routing rules require Freshdesk group-based automations to be rebuilt post-migration.

OASYS custom fields on Tickets and Customers migrate to Freshdesk custom fields. We audit all OASYS custom field definitions during discovery and flag fields using platform-specific types not natively supported in Freshdesk. These fields must be pre-created in Freshdesk Admin > Ticket Fields or Contact Fields with equivalent data types before migration. Unsupported field types are stored as text custom properties and require post-migration review.

OASYS Conversation threads attached to Tickets migrate as Freshdesk Ticket Conversations. Full thread chronology and timestamp accuracy are preserved. If an OASYS conversation author is an agent who does not have a matching Freshdesk agent account, the author attribution falls back to the system account and is flagged in the reconciliation report.

File attachments on OASYS Tickets and Conversations are downloaded during extraction and re-uploaded to Freshdesk. We validate file sizes against Freshdesk upload limits during the audit phase. Oversized files are flagged before migration day so the customer can decide whether to compress, re-upload manually, or exclude them. Base64 inline images migrate as standard attachments.

OASYS Tags on Tickets and Customers migrate as Freshdesk Tags with associations preserved. Freshdesk uses a flat tag taxonomy; if OASYS uses a hierarchical tag naming convention (e.g., product/feature/priority), we recommend post-migration tag cleanup or the use of Freshdesk Topics for content classification instead.

SLA definitions in OASYS use internal naming conventions and condition logic that do not export as structured data. We capture screenshots and documentation of SLA rules during the audit phase but cannot auto-import them. We deliver a written SLA configuration guide referencing Freshdesk's Admin > SLA Policies section, including the original OASYS SLA names, conditions, and business hours so the admin can rebuild them in Freshdesk's native UI post-migration.