Migrate from Pega Customer Service to Freshdesk

Pega Cases map to Freshdesk Tickets. We export all standard case fields (case ID, subject, description, status, priority, created timestamp, last-modified timestamp) and custom case properties via field-level mapping. The Pega case identifier is preserved in a Freshdesk custom ticket field for audit traceability. Active SLA timers on Pega cases are captured as timestamp values and mapped to Freshdesk SLA policies or preserved as custom fields on the ticket.

Pega Contact records map to Freshdesk Contacts (called 'Customers' in Freshdesk). Name, email, phone, address, and organization associations transfer directly. Custom Contact properties require field-level mapping where Pega field data types are validated against Freshdesk's supported custom field types (string, boolean, date, number, dropdown, multi-select). Pega's contact-to-organization relationship maps to Freshdesk's Contact-to-Organization lookup.

Pega stores organization data on Contact and Case records. If a separate organization object exists in the Pega schema, it maps to Freshdesk Organization. We create Organizations before Contacts so that the organization_id lookup is satisfied at insert time. Domain-based dedupe in Freshdesk prevents duplicate organizations on re-import.

Pega Workgroups define team structures, queue ownership, and skill-based routing assignments. We map Workgroup names to Freshdesk Agent Groups. Workgroup-to-Agent skill assignments are preserved as Freshdesk agent profile notes or as a custom agent field for teams that need skill tracking post-migration. Routing rules tied to Workgroups in Pega do not migrate as code; they are documented in the rule audit.

Pega Agent and User records carry role, skill, and authorization data. We export agent profiles by email match against Freshdesk agents. Agents without a matching Freshdesk account are flagged in a reconciliation queue and created by the customer admin before ticket import to prevent orphaned ticket assignments. Inactive Pega agents can be mapped to Freshdesk agents who inherit their open cases.

Pega Knowledge articles map to Freshdesk Help Center articles. Article text, categories, and metadata transfer directly. HTML-formatted Pega articles require content cleaning before insertion into Freshdesk because Pega HTML often contains embedded Pega-specific CSS classes and component references that render incorrectly in Freshdesk. We strip non-standard HTML tags during the transform step and apply Freshdesk's supported formatting. Category hierarchy maps to Freshdesk article categories and sections.

Pega SLA rules (thresholds, escalation triggers, timer configurations) are defined as rules attached to Case Types. We export SLA metadata as structured records and configure equivalent SLA Policies in Freshdesk (available on Growth and higher plans). SLA thresholds map to Freshdesk's First Response Time and Resolution Time goals. Complex Pega SLA escalation triggers with branching logic require documentation for manual Freshdesk configuration because SLA escalation rules do not transfer as data.

File attachments linked to Pega Cases and Knowledge Articles are exported by reference, downloaded as binary files, and associated with the target Freshdesk Ticket or Article record via the Freshdesk API. Large attachments exceeding 20 MB per file may require chunked transfer or an alternative SFTP upload method depending on the customer's Freshdesk plan limits.

Pega Case Types define workflow stages and assignment logic. We export the stage definitions and routing rules as structured metadata. Stage names from Pega Case Types map to Freshdesk ticket status values or custom ticket fields. Assignment logic does not migrate as automation; we document the active routing rules in the rule audit so that Freshdesk automations can be configured by the admin post-migration.