Migrate from OneDesk to Freshdesk

OneDesk Tickets map to Freshdesk Tickets with subject, description, status, priority, assignee (agent), and requester preserved. The OneDesk requester (Customer record) maps to Freshdesk Contact by email match. Conversation messages on the Ticket migrate as Conversation records in chronological order. OneDesk Item custom fields (shared across all types) map to Freshdesk Ticket custom fields, which must be pre-created on Freshdesk before migration because Freshdesk uses per-object field definitions rather than OneDesk's shared field set.

OneDesk Tasks share the same Item schema as Tickets with a type discriminator. We migrate Tasks as Freshdesk Tickets with a custom field task_type__c set to 'internal' so they are distinguishable from customer-facing tickets. If the customer uses Projects for internal work management, we map Tasks to Freshdesk Projects with the task data preserved in the project description or a custom field for admin visibility. The customer chooses the internal-work strategy during scoping.

OneDesk Customers (external contacts) map directly to Freshdesk Contacts by email match. Name, email, phone, company, and language migrate as standard fields. Custom properties on Customer records require field-level mapping because OneDesk's shared custom field model means these properties appear on both Tickets and Customers. We extract the full active custom field schema during scoping to identify which fields are Contact-level versus Ticket-level in Freshdesk.

OneDesk Users (billable agents) map to Freshdesk Agents. We resolve by email match and map the OneDesk role (Admin, Agent) to Freshdesk Agent role. Groups from OneDesk Projects map to Freshdesk Groups; agent group memberships migrate as Freshdesk Group memberships. Any OneDesk User without a matching Freshdesk Agent must be provisioned by the customer's admin before record import because Freshdesk requires an Agent to exist before a Ticket can be assigned to them.

OneDesk Projects serve as container objects that group related Tickets and Tasks with assigned members. We map Projects to Freshdesk Groups, preserving the project name as the group name and project members as group members. Child Items linked to the Project are resolved to Freshdesk Tickets during migration with a group_id reference. OneDesk's unlimited-project model maps cleanly to Freshdesk's unlimited-groups model without tier constraints.

OneDesk KB Articles with title, body content, category assignments, and publish status migrate to Freshdesk Knowledge Base articles. We map article-to-category relationships to Freshdesk's category and folder structure. Pair-specific gotcha: Freshdesk migrations without guarded category mapping have been documented to duplicate articles 4x in the destination. We validate unique article IDs during import to prevent duplication.

OneDesk conversation messages on Tickets include author, timestamp, message body, and an internal/external flag. We preserve the full thread in chronological order, map author references to migrated Agent records by email, and set the public/private visibility in Freshdesk based on the original internal/external flag. Reply order is preserved by setting the Freshdesk conversation created_at timestamp to the original OneDesk timestamp.

OneDesk custom fields are shared across all ticket types (Ticket and Task share one schema). We extract the complete active custom field definition during scoping, including field type, required flag, and picklist values. These map to Freshdesk Ticket custom fields and Contact custom fields depending on which objects carry the field in OneDesk. Freshdesk requires pre-creation of custom fields before import; we deliver the field creation checklist as part of the migration package so the customer's Freshdesk admin provisions fields before data import begins.

File attachments on Tickets and Tasks are downloaded from OneDesk storage, mapped to the corresponding Ticket in Freshdesk, and uploaded preserving original filenames. Large attachment sets are chunked to stay within API rate limits. We flag any attachment exceeding Freshdesk's 25 MB per-file limit for the customer's admin to handle as a link reference rather than an inline upload.