Migrate from osTicket to Freshdesk

osTicket Tickets map directly to Freshdesk Tickets with Subject, status, priority, and requester_id preserved. osTicket's ticket ID is stored in a custom field src_ticket_id__c for audit traceability. SLA plan assignment from osTicket maps to Freshdesk SLA policy via a custom field if Freshdesk Omni is in scope; otherwise SLA times migrate as custom ticket fields. Department assignment maps to Freshdesk group_id lookup.

osTicket stores the entire ticket conversation history as one merged Thread record per ticket — user replies, agent responses, and internal notes are not normalised at the storage layer. We split the thread into discrete Freshdesk Conversation records at migration time, preserving author type (user/agent), timestamp, message body, and the internal versus public flag for each segment. The splitting logic is derived from osTicket's rendered-thread HTML structure and is version-sensitive to osTicket release. This is the highest-risk transformation in the migration and is validated during the scoping demo.

osTicket Users map to Freshdesk Contacts with name, email, phone, and organisation linkage preserved. Email is the primary dedupe key. Users with no Organisation in osTicket migrate as Contacts without a Company association; we flag these in a reconciliation report and offer explicit re-linking during mapping if the Organisation relationship is needed in Freshdesk.

osTicket Agents map to Freshdesk Agents. We resolve agents by email match against the destination Freshdesk subdomain. osTicket's per-department permission flags map to Freshdesk's agent role and group membership model. Any osTicket Agent without a matching Freshdesk Agent account goes to a provisioning queue before migration resumes.

osTicket Organisations map to Freshdesk Companies with name, website, and phone preserved. The Organisation-User relationship migrates as the Freshdesk Contact-to-Company lookup. Users orphaned from any Organisation in osTicket are flagged separately since Freshdesk's Contact model benefits from a Company association for full profile completeness.

osTicket Departments map to Freshdesk Groups. Department-level SLA plan associations migrate as Group-level defaults if Freshdesk Omni is in scope; otherwise SLA times are stored as custom fields on the ticket. Email routing addresses tied to Departments do not migrate — these require manual configuration in Freshdesk's inbox routing rules post-migration.

osTicket Custom Fields (text, boolean, date, list, and dropdown types) map to Freshdesk custom ticket fields. Field type conversion is applied at migration time — osTicket list fields become Freshdesk dropdowns, boolean fields become checkboxes. Visibility rules (agent-only vs user-visible) map to Freshdesk's agent-only field property.

osTicket SLA Plans define response and resolution deadlines tied to ticket priority and department. On Freshdesk Growth and Pro, SLA times migrate as custom ticket fields (first_response_due__c, resolution_due__c). On Freshdesk Omni, we create Freshdesk SLA Policies and link them to tickets via ticket_field_estimates. The customer chooses the tier during scoping.

osTicket Help Topics are first-class objects used for ticket categorisation and routing. Freshdesk models Help Topics as Tags (Growth/Pro) or Ticket Categories (Omni). We map Help Topic names to Freshdesk tags on the ticket during migration. The customer chooses the tag strategy during scoping based on their Freshdesk plan tier.

osTicket stores attachments separately from the ticket thread record with a link by attachment ID. We extract attachment records alongside the ticket thread, download the file payload, and re-attach to the corresponding Freshdesk Conversation entry. Inline images embedded in thread HTML migrate as separate attachment records. Attachment files over 10 MB are noted for manual upload post-migration since Freshdesk API enforces a 10 MB per-file limit.