Migrate from Pylon to Freshdesk

Pylon Issues map directly to Freshdesk Tickets. External comments migrate as Ticket conversations, internal notes migrate as Freshdesk Notes (internal visibility flag set), and custom field values transfer via our custom field pipeline. Thread history is preserved with the original timestamp. Created time, response time, and resolution time transfer to Freshdesk's created_at, first_response_time, and resolved_at fields where the destination plan supports them. Pylon's issue status values (open, pending, resolved, closed) map to Freshdesk ticket_status with a status field mapping table agreed during scoping.

Pylon Accounts map to Freshdesk Organizations. Account-level custom fields migrate as Organization custom fields in Freshdesk. We flatten account properties (name, domain, health score, tier) into standard and custom Organization fields. If the destination Freshdesk uses a flat contact model, we preserve the account association by linking each Contact to its parent Organization via Freshdesk's company_id field.

Pylon Contacts map directly to Freshdesk Contacts. Contact properties, email address, phone, language, and time zone migrate as standard Freshdesk Contact fields. Custom contact fields migrate via our custom field pipeline. We resolve the parent Organization reference by matching the Pylon account_id to the Freshdesk company_id created during the Account migration phase.

Pylon Teams map to Freshdesk Groups. Team membership and team-level routing rules transfer as Group membership and group assignment on tickets. Where Pylon routing logic is encoded as conditional conditions rather than static team assignments, we represent those conditions in a routing-rules inventory document delivered alongside the migration for the customer to rebuild in Freshdesk's automation builder.

Pylon Users map to Freshdesk Agents. User profiles, display name, email, and permission level migrate. Agent-level custom metrics from Pylon (handle time, CSAT) transfer as Agent custom fields in Freshdesk if the destination supports agent-level custom properties. We resolve agent assignments on tickets by matching Pylon user_id to Freshdesk agent_id via email lookup.

Pylon Issue custom fields require pre-creation in Freshdesk before migration. We audit every Pylon custom field, generate a schema diff showing the Pylon field name, Pylon data type, and recommended Freshdesk field type (text, number, date, boolean, dropdown, checkbox, or multi-select picklist), and the customer's Freshdesk admin creates the fields before we run import. Our pipeline applies name-value mapping for each field during the Issue migration phase.

Pylon Account custom fields (Account Intelligence properties, health score fields, tier indicators) require pre-creation in Freshdesk as Organization custom fields. Freshdesk supports the same field type set as for tickets. We generate the full Account custom field schema diff and flag any Pylon field types that have no Freshdesk equivalent (array or object types in Pylon are flattened to text or serialized as JSON strings).

Pylon Knowledge Base Articles migrate to Freshdesk Articles with HTML sanitization applied to remove any Pylon-specific markup. Article author and original created timestamp transfer. If articles contain Base64-encoded images, we flag them for manual re-upload post-migration to avoid Base64 storage bloat. Article-to-category assignments transfer using the Freshdesk category API, which requires category IDs to exist in Freshdesk before article import — we create categories first in dependency order.

Pylon Collections (top-level folders and nested sub-collections) migrate to Freshdesk Categories with hierarchical nesting preserved. We create Freshdesk categories in dependency order — parent categories first — so that sub-category assignments resolve correctly during import. Collection-level permission settings transfer where the destination Freshdesk plan supports access control on knowledge base content.

Pylon Notebooks (part of the Account Intelligence layer) have no native Freshdesk equivalent. We create a Freshdesk Custom Object named Notebook with fields for title, account association, created_by, and content as a long-text field. If the customer is on Freshdesk Growth tier ($49/agent/month) or above, we migrate Notebooks as typed Custom Object records. If the customer is on a lower tier, we document Notebook content as a CSV export and recommendations for using Freshdesk's note-taking integration or a linked wiki.

Pylon Tasks and Projects (Account Intelligence objects) migrate as Freshdesk Custom Objects if the Growth tier or above is active. Tasks get a Task Custom Object with fields for title, due_date, assignee, status, and linked account. Projects get a Project Custom Object with fields for name, status, owner, start_date, and end_date. Lookup relationships to Organizations are created where Freshdesk's custom object schema supports them. Tasks and Projects without a Freshdesk equivalent are exported as CSV with field-level mapping and a rebuild recommendation.

Pylon Activity records (interactions tracked at the account level beyond ticket conversations) migrate as Freshdesk Notes attached to the parent Organization. The original activity type, timestamp, and description transfer to the Note body. We do not create a separate Activity object in Freshdesk because no such standard object exists outside of Freshdesk's own Customer Success base product.

Pylon Feature Requests migrate as Freshdesk Custom Objects (if Growth tier or above) or as Tickets tagged with a feature_request tag (if lower tier). We preserve the original requester, vote count, status, and description. For Freshdesk Forest tier ($79), we recommend the built-in Product Feedback management feature as the replacement and migrate accordingly.