Migrate from Rezolve.ai to Freshdesk

Rezolve.ai Tickets map directly to Freshdesk Tickets with status, priority, assignee, requester, and created/updated timestamps preserved. The Rezolve.ai conversation thread attaches to Freshdesk's ticket conversation view as message entries with author and timestamp. AI resolution flags and auto-resolution metadata (whether an AI Skill handled the ticket) do not transfer because Freshdesk's Freddy AI uses a copilot model rather than autonomous ticket resolution. Custom fields on tickets migrate with their data types preserved; Rezolve.ai-specific picklist values require a lookup table review during scoping to map to Freshdesk picklist equivalents or convert to text fields.

Rezolve.ai Knowledge Articles export with title, body content, categories, and visibility settings. They map to Freshdesk Solutions, which serve the same self-service and agent-reference function. The article text migrates as HTML or markdown depending on formatting complexity. Internal links within articles (linking to other Rezolve.ai articles) will point to stale Rezolve.ai URLs after migration; we document every internal link encountered and recommend a link audit using Freshdesk's article URL structure post-migration. AI-resolution metadata (confidence thresholds, linked Skills, auto-resolution triggers) does not migrate and requires Freshdesk Freddy AI Skill configuration as a separate step.

Rezolve.ai User records (employees who submit tickets) map to Freshdesk Contacts. Email, name, department, and manager fields transfer directly. Role assignments (end user vs agent) determine whether the record becomes a Freshdesk Contact or Agent. We flag records where the Rezolve.ai role is ambiguous and let the customer's admin confirm the destination type during scoping.

Rezolve.ai Agent profiles (name, email, team assignments, workload data) map to Freshdesk Agents. Agent group memberships in Rezolve.ai map to Freshdesk Groups. SLA assignments and escalation rules are Rezolve.ai configuration settings rather than record-level data; we document these during scoping for recreation in Freshdesk's SLA and escalation configuration.

Rezolve.ai Teams represent routing groups and service desk squads. They map to Freshdesk Groups, which serve as the primary routing and assignment unit in Freshdesk's workflow configuration. We preserve team names, descriptions, and membership. The destination routing logic (which Group handles which ticket type) is configured in Freshdesk rather than migrated.

Rezolve.ai Knowledge Skills and Task Skills are AI resolution units tied to the platform's GenAI infrastructure and LLM integration. These have no exportable counterpart in Freshdesk. We document every Skill's trigger conditions, linked knowledge articles, and intended resolution actions during scoping as a written specification. The customer's admin uses this specification to configure Freshdesk Freddy AI Agent Workflows, which use a modular block model (Collect, Check, Act, Transfer) to replicate the skill logic. This documentation step is included in the migration scope; the actual Workflow configuration in Freshdesk is performed by the customer's admin or a Freshdesk implementation partner.

Rezolve.ai workflows define automation sequences for ticket routing, approvals, and escalations using a drag-and-drop Creator Studio interface with proprietary AI logic blocks. Freshdesk's automation model (ticket creation rules, ticket update rules, scenario automations, and Freddy AI Workflows) follows a different block-based structure without a direct import path. We export every Rezolve.ai workflow definition, trigger, condition, and action as a written specification document, then recommend the Freshdesk automation type that best fits each use case. The customer's admin rebuilds the automations in Freshdesk; we do not perform workflow rebuild as part of the migration scope.

Rezolve.ai conversation threads attach to Tickets and capture the full chat history between employees and agents inside Microsoft Teams. We preserve message timestamps, author names, and message body content. Thread metadata such as AI-handled flags, reaction counts, and Teams-specific formatting (emoji reactions, threaded replies) may not transfer. Conversation data is extracted from Teams export files and mapped to Freshdesk's conversation format by author and timestamp.

Custom fields on Rezolve.ai Tickets, Users, and other objects migrate with their data types (text, number, date, picklist, multi-select) preserved. We flag any custom field that depends on Rezolve.ai-specific picklist values, formulas, or computed fields that cannot map directly to Freshdesk's custom field schema. These become text fields or require manual reconfiguration in Freshdesk's field editor during the post-migration configuration phase.

File attachments on tickets, knowledge articles, and conversations migrate as binary blobs with file names preserved. We attach them to the corresponding destination records in Freshdesk. Storage location references are updated to Freshdesk's attachment storage. Large file attachments (>25 MB per Freshdesk API limits) require alternative transfer methods documented during scoping.