Migrate from Request Manager to Freshdesk

Request Manager Tickets migrate 1:1 to Freshdesk Tickets. Subject maps to Freshdesk subject, description to description, priority (Low/Medium/High/Critical) to Freshdesk priority with the same categorical values preserved. Status mapping requires per-customer confirmation: Draft, Submitted, Under Review, Approved, and Closed from Request Manager map to Freshdesk ticket_status values that the customer's admin configures before migration. Created and updated timestamps migrate as first-class datetime fields to preserve the original record age.

Requester records (submitting users with name, email, department, and contact details) map to Freshdesk Contact. We resolve the Contact by email as the dedupe key. Department assignment from Request Manager maps to Freshdesk's company association or a custom contact field depending on whether the organization uses Freshdesk Companies. Missing required Freshdesk Contact fields (e.g., primary_email) are flagged in the pre-flight schema check.

Request Manager's approval chain records (approver, step-order, status, timestamp) have no direct Freshdesk equivalent. We split this into two destination records: the approver becomes a Freshdesk Agent with a specific role (if they need to receive future tickets), and the approval event is stored as a private Freshdesk Conversation note with author, timestamp, and the approval outcome (Approved/Rejected/pending) preserved in the note body. This preserves the full audit trail without requiring the customer to rebuild approval history manually.

Ticket attachments are extracted with filename, MIME type, and binary content. Upload to Freshdesk is handled via the Freshdesk Attachments API (multipart/form-data). Files over Freshdesk's 20MB limit are flagged during pre-flight, and the customer decides whether to split into smaller files or store large assets externally with a URL reference in the ticket. We preserve the original filename and content-type for downstream retrieval.

Ticket comments and internal notes migrate to Freshdesk Conversations. Author and timestamp are preserved. The visibility flag (private vs. public) maps to Freshdesk's incoming vs. outgoing conversation direction or a private note flag depending on the target plan. Plain-text comment bodies migrate directly; rich-text formatting is preserved where the source format is compatible with Freshdesk's HTML support.

Organizations frequently add custom fields to Request Manager Tickets that are not consistent across tenants. We extract the full custom field schema at the start of each migration, identify all field types in use (string, number, date, dropdown, checkbox), and map each to the equivalent Freshdesk custom field type. Freshdesk supports up to 100 fields per Custom Object and up to 5 lookup relationship fields. Fields exceeding these limits are flagged for the customer to address before migration.

Priority values (Low, Medium, High, Critical) transfer as categorical fields without re-normalization. We do not alter the priority scale unless explicitly requested. If Freshdesk's target plan uses a different priority label set, we map the source values to the closest equivalent and document the mapping in the reconciliation report.

Request Manager status values (e.g., Draft, Submitted, Under Review, Approved, Closed) require explicit mapping to Freshdesk ticket_status values that the customer's admin defines during Freshdesk setup. We confirm the target status values during scoping, document the mapping, and validate that all source status values have a destination mapping before migration begins. Any unmapped status values are flagged as a pre-flight blocker.

Department assignments on Request Manager tickets or requester profiles map to Freshdesk Groups. Groups must be created in Freshdesk before migration begins because ticket assignment references the Group ID. We extract all distinct departments from the source data, present the list to the customer for Group creation in Freshdesk, and map each department name to the Freshdesk Group ID during the transform phase. Self-hosted or on-premise deployments may require manual Group recreation if the Freshdesk Groups API is not accessible.