Migrate from Re:amaze to Freshdesk

Re:amaze Conversations map directly to Freshdesk Tickets. Each conversation's subject, message thread, assignee, status, and timestamps migrate with the full message body preserved. Re:amaze conversation categories map to Freshdesk ticket types or can be stored as a custom field if the customer's category taxonomy does not map cleanly to Freshdesk's type enum. We resolve the Freshdesk agent assignment by matching Re:amaze agent email to Freshdesk user email during import.

Re:amaze Contacts migrate to Freshdesk Customers. The customer record's name, email, phone, and computed attributes (browser, location, last seen) map directly. Re:amaze custom field values stored as contact attributes migrate to Freshdesk custom fields on the Customer object. We sample 50-100 contact records during discovery to build the custom field map since Re:amaze exposes no custom field definition API endpoint.

Re:amaze multibrand accounts require a migration strategy decision. If the customer maintains separate brands as independent business entities, we recommend separate Freshdesk accounts per brand (each with its own subdomain and agent pool). If brands share agents and reporting, we migrate all data into a single Freshdesk account and use Freshdesk Products as a tagging dimension. We confirm the strategy during scoping based on the customer's organizational structure.

Re:amaze Quick Answers migrate to Freshdesk Canned Responses. The title, shortcode, and content body (including HTML formatting) transfer directly. Re:amaze category groupings map to Freshdesk's Canned Response groups, which function as folders for organizing responses. We validate HTML rendering after migration since Re:amaze's embedded media and rich text elements may require reformatting in Freshdesk's markdown-supported editor.

Re:amaze FAQ articles organized under Topics and Categories migrate to Freshdesk Solution articles under Folders and Sections. We preserve article content, publish status, and internal notes. The folder hierarchy requires a restructure since Re:amaze's flat Topic structure differs from Freshdesk's Folder-Section-Article nesting. We document the original Re:amaze category path in a Freshdesk custom field for reference. Attachments embedded in articles download and rehost to Freshdesk's file storage during migration.

Re:amaze agents (name, email, role, avatar) map to Freshdesk agents. Role-based access control (admin vs agent) migrates from Re:amaze to Freshdesk's agent groups and permissions model. We match agents by email address during import and flag any Re:amaze agent without a corresponding Freshdesk user for manual provisioning before migration resumes. Agents with 'available' or 'offline' status are set to the Freshdesk default availability state during import.

Tags applied to Re:amaze conversations migrate as Freshdesk tags. Both platforms use flat string tags with no hierarchy, making this a direct one-to-one transfer. We export all unique tags as a flat list per conversation and create the corresponding Freshdesk tags during import. Tags with spaces or special characters are normalized to Freshdesk's tag format (lowercase, spaces replaced with underscores).

Conversation message attachments and contact profile attachments migrate as Freshdesk ticket attachments. Re:amaze attachments stored behind signed URLs require download and rehosting to Freshdesk's file storage before import. We flag attachments exceeding Freshdesk's 25 MB per-file limit during discovery and discuss file splitting or alternative delivery methods with the customer. Inline images in message bodies download and re-upload as Freshdesk-hosted attachments.

Re:amaze custom fields created in the embed builder (Text Field, Dropdown, Checkbox, Hidden, Phone Number, Country, Date, Heading, Order Number) map to Freshdesk custom fields of equivalent type. Since Re:amaze exposes no Custom Field definition API, we discover fields by sampling 50-100 contact records, extracting non-standard keys, and building a field map before migration. Fields present in the schema but empty across all sampled records are still included in the map and migrated as null values.

Re:amaze integrations with Shopify, BigCommerce, Magento, and other e-commerce platforms are configured in-app and store connection state server-side. Integration credentials, webhook URLs, and order-context data do not have API-exportable equivalents. We do not migrate integrations. We deliver a written inventory of each active Re:amaze integration with its purpose and a recommended Freshdesk replacement (either a Freshworks Marketplace app, a Freshdesk-compatible middleware, or a manual reconfiguration checklist). The customer rebuilds integrations post-migration.