Migrate from Polar Help Desk to Freshdesk

Polar Help Desk Incidents map directly to Freshdesk Tickets. We preserve Incident number as a custom ticket field incident_number__c for cross-reference, and map Polar status/priority/assignee to Freshdesk's status (Open, Pending, Resolved, Closed) and priority fields. Custom fields on Incidents map to Freshdesk custom ticket fields, which require the Growth plan or above; we verify the destination plan tier during scoping and note any custom fields that cannot be created on the customer's plan.

Polar Help Desk Work Orders are subordinate records attached to Incidents. We map Work Orders as either Freshdesk internal Notes on the parent Ticket (if the work order is informational) or as child Tickets linked via a parent_ticket_id field (if the work order requires independent status tracking and agent assignment). The customer chooses the strategy during scoping based on whether their agents need separate Work Order visibility in Freshdesk.

Polar Help Desk Contact records (name, email, phone, organization linkage) map to Freshdesk Contact. We use email as the dedupe key and preserve the contact's primary organization as a Freshdesk Company lookup. If Polar Contacts are linked to multiple Accounts, we migrate the primary linkage and document the additional associations for manual re-linkage post-migration.

Polar Help Desk Account records (organization name, domain, associated Contacts) map to Freshdesk Company. The Account domain becomes the Company website field. Companies are migrated before Contacts so that the Company lookup is satisfied at the moment of Contact insert, preventing orphaned contact records.

Polar Help Desk Team structures map to Freshdesk Groups. Team roles and permissions are documented in a written inventory for the customer's admin to re-implement in Freshdesk because role schemas differ between platforms. Agent assignment on migrated Tickets resolves against Freshdesk Groups by matching team name.

Polar Help Desk Articles in Categories and Sections map to Freshdesk Solutions Articles organized under Categories and Folders. Article content and metadata transfer, but internal publication-state flags are undocumented on the source and may result in migrated articles landing in draft status. We flag all affected articles post-migration and provide a bulk re-publish checklist with category and folder assignments preserved.

Polar Help Desk SLA definitions (response and resolution windows per priority tier, business-hours calendars) map to Freshdesk SLA Policies. We migrate SLA metadata (window durations, priority mapping, business-hours configuration) as documented source values, but escalation triggers and breach-action rules are destination-specific and require manual re-implementation in Freshdesk SLA settings. We deliver a written SLA inventory table with the recommended Freshdesk SLA Policy configuration for each source rule.

Polar Help Desk email account metadata (inbound routing rules, mailbox-to-Incident linkages) migrates as Freshdesk Emailconfigs, but IMAP/SMTP credentials cannot be exported in a migration-safe manner due to plaintext or hashed credential storage on the source. We migrate the email routing configuration and document which mailbox each rule controls. The customer must re-enter actual IMAP/SMTP credentials in Freshdesk's email setup post-migration to restore email-to-ticket auto-routing.

Documents attached to Polar Help Desk Incidents and Work Orders migrate as Freshdesk Ticket Attachments. File references transfer with parent record linkage preserved. Files larger than 25 MB require chunked migration handling; we flag any oversized attachments pre-migration and document them in the reconciliation report so the customer can upload them manually or use Freshdesk's attachment upload endpoint post-migration.

Polar Help Desk custom fields on Incidents and Contacts map to Freshdesk custom ticket fields (Growth plan and above) and custom contact fields. We extract custom field definitions (field type, label, options for dropdown) from the source and pre-create the corresponding Freshdesk fields before import. If the destination is on a lower Freshdesk plan that does not support custom fields, we document the fields that cannot migrate and recommend a plan upgrade or note them as candidates for a post-migration review.