Migrate from Oracle Service Cloud (formerly RightNow) to Freshdesk

Oracle Incidents map directly to Freshdesk Tickets. Thread histories (public and private comments), status workflow transitions, and custom field extensions migrate field-for-field. We preserve the original incident reference number as a custom ticket field for audit traceability. Freshdesk's conversation threading handles the comment chain natively; no flattening or reformatting is required unless the source uses Oracle's chat session transcript format.

Oracle Contacts migrate to Freshdesk Contacts with all standard and custom properties. Oracle supports multiple contact roles per Organization; Freshdesk stores a single primary contact-to-company relationship on the Contact record. We run a pre-migration contact health check to identify records affected by Oracle's silent-deletion risk and flag orphaned contacts before migration, applying conservative import sequencing that creates Organizations before Contacts to prevent deletion cascades on the Freshdesk side.

Oracle Organizations map to Freshdesk Companies. Oracle's hierarchical org structure (parent-child org relationships) maps to Freshdesk's parent_company_id field if the customer requires it; otherwise we flatten to individual Companies. Organization-to-contact linkage is preserved by resolving Contact.organization_id to Freshdesk Contact.company_id at migration time.

Oracle Answers (KB articles) migrate to Freshdesk Solutions with the full article body, metadata, and category hierarchy preserved. Oracle Knowledge Advance ML ranking does not have a Freshdesk equivalent; articles appear in category folder order or by Freshdesk's internal search ranking. Approval workflow status from Oracle is noted as a manual post-migration step in Freshdesk's article portal settings. Inline images and attachments migrate as linked files.

Oracle Assets link products and warranties to Contacts and Organizations for entitlement checking. Freshdesk's Asset Management module (Estate and Forest plans) stores assets with product name, serial number, and associated contact information. We map the Oracle asset.product_reference, asset.serial_number, and asset.contract_status fields to Freshdesk asset fields and resolve the asset-to-contact lookup during import. If the destination Freshdesk plan does not include Asset Management, assets migrate as custom ticket fields or a Custom Object at customer election.

Oracle Tasks tied to Incidents migrate to Freshdesk Tickets with an internal task representation or as Freshdesk Ticket Fields of type Tasks depending on the customer's workflow preference. Standalone Oracle Tasks migrate as Freshdesk Tickets assigned to the appropriate group or agent. Assignee resolution maps Oracle task assignees by email match to Freshdesk agents.

Oracle Custom Objects defined in Object Designer migrate to Freshdesk Custom Objects. Freshdesk supports Custom Objects on Growth, Estate, and Forest plans with Identity fields and lookup relationships. We pre-create the destination Custom Object schema (fields, types, Identity field, and lookup fields) before data import. Oracle Custom Objects that are not exposed in the REST API without a published sandbox require Oracle Consulting scope for direct database extraction; we include this in the scoping estimate.

Oracle Opportunities track sales pipeline items with revenue, stage, and owner fields. Freshdesk's default ticketing model does not include a native sales Opportunity object. If the customer requires opportunity tracking in Freshdesk, we migrate Opportunities as a Freshdesk Custom Object with stage, revenue, close date, and owner fields. Otherwise we note the Opportunity object as out-of-scope and recommend a dedicated CRM integration for ongoing opportunity management.