Helpdesk migration
Field-level mapping, validation, and rollback between REVE Chat and Freshdesk. We move data and schema; workflows are rebuilt natively in Freshdesk.
REVE Chat
Source
Freshdesk
Destination
Compatibility
7 of 8
objects map 1:1 between REVE Chat and Freshdesk.
Complexity
BStandard
Timeline
2-4 weeks
Overview
Moving from REVE Chat to Freshdesk is a data-model inversion, not a record copy. REVE Chat organizes around Conversations and Chat Sessions as primary objects, treating Tickets as a secondary output of the conversation stream. Freshdesk inverts this: Tickets are the central record, and customer messages attach to the Ticket as Conversation Parts. We resolve that structural difference during scoping by mapping each REVE Chat Conversation to a Freshdesk Ticket with its messages as Conversation Parts, preserving the original timestamp, agent attribution, and customer identity. Chat history retention windows vary by REVE Chat plan tier — Starter caps at 90 days, Growth at 365 days, Enterprise at unlimited — and conversations outside the retention window cannot be recovered from the source. We flag any history at risk before migration begins. Automations, chatbot flows built in the Visual Flow Builder, and canned response logic do not migrate as code; we deliver a written inventory for the Freshdesk admin to rebuild using Freshdesk macros and Freddy AI.
Every standard and custom field arrives verified.
AI proposes the map; you confirm before any record moves.
Parent–child, lookups, and ownership stay linked.
Calls, emails, meetings — with original timestamps.
Documents, uploads, and inline notes move with the record.
Why teams make this switch
Leaving
What's pushing teams away
Choosing
What's pulling them in
Object mapping
Each row shows how a REVE Chat object lands in Freshdesk, including any object-level transformations, lookup resolution, or schema-design dependencies.
Typical mapping — final map is confirmed during the sample migration step.
REVE Chat
Conversation
Freshdesk
Ticket
1:1Each REVE Chat Conversation maps to one Freshdesk Ticket. The conversation transcript migrates as Freshdesk Conversation Parts in chronological order, preserving message timestamps, agent display name, customer message content, and system events (assignment changes, status updates). The original REVE Chat conversation_id is stored in a Freshdesk custom field for reconciliation. Note that Freshdesk requires a ticket to exist before conversation_parts can be added via API.
REVE Chat
Chat Session
Freshdesk
Ticket (metadata)
1:1REVE Chat Chat Sessions carry source channel (web, mobile, Facebook, WhatsApp, Telegram, voice), device info, page context, and session outcome. These migrate as metadata on the parent Freshdesk Ticket: source_channel maps to FreshdeskConversation Source, device info maps to custom Ticket fields, and page context maps to Ticket description or a custom referrer_url field.
REVE Chat
Ticket
Freshdesk
Ticket
1:1REVE Chat Ticket records (status, priority, assignee, tags, linked conversation) map directly to Freshdesk Ticket. REVE Chat status values (open, pending, resolved, closed) map to Freshdesk status values with equivalent semantics. Tags migrate to Freshdesk Ticket tags field. The linked conversation_id cross-reference is preserved via the custom field populated during the Conversation migration.
REVE Chat
Agent
Freshdesk
Agent
1:1REVE Chat Agent records (display name, email, role as admin/supervisor/agent, status) map to Freshdesk Agents. We match by email during import. Any REVE Chat Agent without a matching Freshdesk user goes to a reconciliation queue for the admin to provision. Seat count constraints from REVE Chat plans are resolved during scoping against the destination Freshdesk plan capacity.
REVE Chat
Customer
Freshdesk
Contact
1:1REVE Chat Customer profiles (name, email, phone, company, custom labels, chat history) map to Freshdesk Contact. Custom labels migrate as key-value custom fields on the Contact. Customer email is the dedupe key during import. If the same customer appears across multiple REVE Chat Conversations, we merge into a single Freshdesk Contact with multiple associated Ticket records.
REVE Chat
Canned Response
Freshdesk
Canned Response
1:1Saved reply templates with shortcut triggers migrate to Freshdesk Canned Responses. The shortcut key migrates intact. Freshdesk supports folder organization for canned responses; we match the source folder or default to a migration-created folder during import. Note that some canned response features are plan-gated on the REVE Chat source side, which we verify during scoping.
REVE Chat
Department
Freshdesk
Group
1:1REVE Chat Departments control routing and agent assignment and migrate to Freshdesk Groups. Routing rules are preserved as Group membership, and we document the original routing logic so the Freshdesk admin can configure Freshdesk Group-based ticket assignment. Departments with nested sub-departments map to Freshdesk Groups with a parent_group relationship where available.
REVE Chat
Chatbot (Visual Flow Builder)
Freshdesk
Macro ( Freddy AI Bot documented separately)
lossyChatbot flows built in the REVE Chat Visual Flow Builder are proprietary and cannot be exported as portable logic. We export the flow structure as a written inventory: trigger conditions, decision branches, response actions, and conditional paths documented step-by-step. The Freshdesk admin rebuilds equivalent logic using Freshdesk macros for ticket routing and Freddy AI Bot Builder for conversational automation. This is an information-only migration, not a code migration.
| REVE Chat | Freshdesk | Compatibility | |
|---|---|---|---|
| Conversation | Ticket1:1 | Fully supported | |
| Chat Session | Ticket (metadata)1:1 | Fully supported | |
| Ticket | Ticket1:1 | Fully supported | |
| Agent | Agent1:1 | Fully supported | |
| Customer | Contact1:1 | Fully supported | |
| Canned Response | Canned Response1:1 | Fully supported | |
| Department | Group1:1 | Fully supported | |
| Chatbot (Visual Flow Builder) | Macro ( Freddy AI Bot documented separately)lossy | Fully supported |
Gotchas + challenges
Platform-specific issues from each side, plus the pair-specific challenges that don't show up on either platform's page on its own.
REVE Chat gotchas
Chat history retention is plan-tiered
Seat ceiling limits by plan
Chatbot session limits and AI credits
Social channels are add-on or tier-gated
API documentation and custom endpoint discovery
Freshdesk gotchas
API access is blocked on the free plan
Per-minute rate limits are account-wide and endpoint-specific
Multi-channel source types do not map 1:1 to all destinations
Custom objects created in-product cannot be accessed by other apps
Contact import requires at least 10 existing tickets in the account
Pair-specific challenges
Migration approach
Scoping and plan-tier audit
We audit the source REVE Chat account across plan tier (Starter/Growth/Enterprise), conversation volume and age, active agents and seat count, social channel inventory, chatbot flow count, canned response inventory, and any existing ticket records. We also confirm the destination Freshdesk plan and whether the required channel apps are available. The scoping output is a written migration scope document with record counts, history risk flags, and object mapping table for customer sign-off.
Conversation-to-Ticket sequencing design
We design the conversation-to-ticket migration sequence before any data moves. Freshdesk requires a Ticket to exist before conversation_parts can be attached via API, so we design a two-phase import: Phase one creates Freshdesk Tickets using conversation metadata (subject derived from first customer message, priority from REVE Chat urgency, status mapped, tags applied, assignee resolved from agent email). Phase two appends conversation messages as Conversation Parts in chronological order. This prevents orphaned messages and API errors during import.
Agent reconciliation and Freshdesk provisioning
We extract every distinct REVE Chat Agent referenced on conversations, tickets, and chat sessions and match by email against the Freshdesk destination account. Any Agent without a matching Freshdesk user is flagged for provisioning before record import. We also map REVE Chat roles (admin, supervisor, agent) to Freshdesk Agent roles and Group assignments.
Sandbox migration and field mapping validation
We run a full migration into a Freshdesk sandbox or a staging environment using a representative sample of conversation data. The customer validates that conversation threads display correctly in Freshdesk, that agent attribution is accurate, that tags and custom fields are populated, and that ticket status transitions map correctly from the REVE Chat source. Any field mapping corrections happen in this phase, not in production.
Production migration in dependency order
We run production migration in record-dependency order: Agents first (provisioned and validated), Customers (Contacts in Freshdesk), Tickets (created from Conversations), Conversation Parts (appended to Tickets), Departments (mapped to Groups), Canned Responses, and Custom Fields. Chat history is exported from REVE Chat within the retention window confirmed during scoping. Media attachments are handled via Freshdesk's attachment API with URL preservation.
Cutover, validation, and automation rebuild handoff
We freeze REVE Chat writes during cutover, run a final delta migration of any records modified during the migration window, then enable Freshdesk as the system of record. We deliver the chatbot flow inventory and canned response mapping document to the Freshdesk admin. We support a three-day hypercare window for reconciliation issues. We do not rebuild REVE Chat chatbot flows or Visual Flow Builder logic as Freshdesk macros or Freddy AI automations; that is a separate rebuild engagement.
Platform deep dives
REVE Chat
Source
Strengths
Weaknesses
Freshdesk
Destination
Strengths
Weaknesses
Complexity grading
Standard Helpdesk migration. All 7 core objects map 1:1 between REVE Chat and Freshdesk.
Overall complexity
Standard migration
Derived from compatibility, mapping clarity, API constraints, and data volume across REVE Chat and Freshdesk.
Object compatibility
All 7 core objects map 1:1 between REVE Chat and Freshdesk.
Field mapping clarity
Field mapping is derived from defaults — final spec confirmed during the sample migration.
Timeline complexity
7-object category — typical timelines run 2–7 days end-to-end.
API constraints
REVE Chat: Not publicly documented.
Data volume sensitivity
REVE Chat doesn't expose a bulk API — REST + parallelization used for high-volume runs.
Estimator
Rule-based pricing — no per-record fees, no manual quotes. Migrations over 2M records are scoped individually.
Step 1
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FAQ
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