Migrate from Re:Desk to Freshdesk

Re:Desk Member records map to Freshdesk Contact. We extract first name, last name, email address, phone number, membership type, and expiration date. Membership type maps to a Freshdesk custom contact field (membership_type__c) and expiration date maps to a date field (membership_expiration__c). Any active or expired status on Re:Desk maps to Freshdesk's active contact state. If Re:Desk stores household or family groupings, we map them to Freshdesk's company model by creating a Company record per family unit and linking members to it.

Re:Desk staff accounts (Administrator, Staff, Front Desk roles) map to Freshdesk Agents. We extract name, email, and role. Re:Desk Administrator maps to Freshdesk Admin. Re:Desk Staff and Front Desk map to Freshdesk Agent. If a Re:Desk staff member is deactivated, we create the Freshdesk Agent as inactive to preserve historical assignment on reservation and transaction records.

Re:Desk Facility Reservations have no native Freshdesk equivalent, so we translate each reservation into a Freshdesk Ticket. The ticket subject carries the facility name and reservation date, the description carries member name and booking details, and the ticket status reflects reservation state (confirmed, cancelled, completed). Multiple reservations from the same member during the migration window create separate tickets under that contact's history. Cancelled reservations create tickets with status Pending or Resolved and a tag 'historical-reservation' to distinguish from active support tickets.

Re:Desk POS transactions (concessions, registration fees, rental payments) map to Freshdesk as note attachments on the associated Contact or Company record. The note captures transaction date, line items, payment method, and total amount. We do not create invoices in Freshdesk because Freshdesk's invoicing is scoped to support billing scenarios. Transaction history exceeding 50 records per member is summarized as a recent-transactions note rather than individual records to avoid overwhelming the contact timeline.

Re:Desk Facilities (courts, fields, rooms) have no Freshdesk equivalent. We export facility details as a tagged Freshdesk Company record with the tag 'facility' and custom fields for facility type, capacity, and location. This preserves facility data as reference records that agents can link in ticket context. If the recreation department requires ongoing facility booking management, we recommend a separate scheduling integration post-migration rather than forcing it into Freshdesk's data model.

Re:Desk Programs (leagues, classes, activities) map to Freshdesk Tags applied to Contact records for registered members. The tag carries program name and season. Program metadata (schedule, pricing, registration limits) is preserved as a note on the Contact record under a 'Program Registration' section. Freshdesk has no native program scheduling object, so this is a reference-data workaround, not a functional replacement.

Re:Desk attendance records for programs and facilities map to Freshdesk Ticket notes attached to the corresponding Contact. Each attendance entry becomes a timestamped note with the program or facility name and attendance status (present, absent, no-show). We flag gaps in attendance data during scoping because Re:Desk's check-in limitations mean some historical attendance records may be absent or incomplete.

Re:Desk custom fields on Members and Programs are discovered during scoping and mapped to Freshdesk custom contact fields or ticket fields by type. String, Boolean, Date, and Number custom fields migrate with their values preserved. Multi-select or checkbox custom fields on Re:Desk map to Freshdesk multi-select picklists. We pre-create all custom field definitions in Freshdesk before the data import phase begins.