Migrate from Odoo Help Desk to Freshdesk

Odoo helpdesk.ticket records map directly to Freshdesk Ticket. The subject, description, priority, stage, assignee (user), team, tags, creation date, and write date transfer via Odoo XML-RPC to Freshdesk Tickets API. Odoo's stage_id (helpdesk.stage) maps to Freshdesk status (open, pending, resolved, closed) with a custom field odoo_stage__c preserving the original Odoo stage name for audit. Large ticket batches (over 500) are chunked with offset pagination to avoid Odoo database timeout errors.

Odoo helpdesk.team records map to Freshdesk Groups. Team name, description, member assignments, and alias email transfer as Group configuration. Member assignments (res.users in the team many2many) resolve to Freshdesk agent records. If multiple Odoo teams share the same alias email, we map them to a single Freshdesk Group with a note flagging the alias merge for the customer's admin to review.

Odoo res.users records referenced as team members map to Freshdesk Agents. We resolve users by email match. Active and inactive Odoo users migrate; inactive user assignment is preserved on historical tickets and flagged in the reconciliation report so the customer's admin can reassign open tickets before or after cutover.

Odoo helpdesk.sla.policy records define response and resolution deadlines by ticket priority and team. We export SLA definitions as structured records and map them to Freshdesk SLA Policies with matching first-response and resolution time targets. Freshdesk SLA Policies apply to ticket filters (e.g., priority, group) rather than being tied to team records, so the mapping includes a note on filter criteria translation during configuration.

Odoo helpdesk.tag records are plain string labels in a shared tag pool linked to helpdesk.ticket via many2many. Tag names migrate to Freshdesk Tags and are reattached to migrated tickets. Freshdesk tags are ticket-level labels rather than a shared pool; duplicate tag names across different Odoo teams are not merged unless the customer explicitly requests tag consolidation.

Odoo Help Desk ratings reference res.partner (customer) and res.users (rater) and are tied to ticket resolution. Freshdesk has a built-in CSAT (Customer Satisfaction) rating feature on tickets. We map Odoo ratings to Freshdesk CSAT entries, preserving the rating score and rater email. Odoo subratings map to custom ticket fields in Freshdesk. Platforms without CSAT enabled on the destination plan receive a note on the Freshdesk plan requirement.

Ticket conversations in Odoo live in mail.message and mail.tracking.value models, referencing res.partner for message authors. We batch-fetch message threads per ticket (500 records per offset to avoid timeout) and write each message as a Freshdesk Ticket conversation entry via the Reply API. Author email resolves to a Freshdesk Contact; unknown authors are created as contacts during migration.

Odoo attachments are stored in ir.attachment linked by res_model=helpdesk.ticket and res_id. We export file binaries via /web/binary/base64, map them to Freshdesk Ticket attachments via the multipart upload endpoint, and link them to the migrated ticket by Freshdesk ticket ID. Large binary blobs are fetched per-ticket to isolate the blast radius of a timeout.

Odoo res.partner is a shared model used across CRM, Sales, and Accounting. Helpdesk tickets reference partner as the customer. We scope migration to only helpdesk-referenced partners, splitting them into Freshdesk Contacts (person) and Companies (organization) based on whether the partner has a company_name or isindividual flag. Partners without an email address are flagged as incomplete and held in a reconciliation queue.

Odoo helpdesk.stage records are team-scoped with sequence, is_close, and fold flags. We export stage names and sequence order per team and map them to Freshdesk ticket statuses (open, pending, resolved, closed) with a custom field odoo_stage__c preserving the original Odoo stage label. The stage-to-status mapping is presented to the customer during scoping for manual confirmation because Freshdesk's four-status model may require consolidation of Odoo's multi-stage pipelines.