Migrate from Rhino Support to Freshdesk

Rhino Support tickets map directly to Freshdesk tickets. The subject, description, status, priority, and assignee transfer to Freshdesk's standard ticket fields. We query the live Rhino Support schema during discovery to capture all active custom fields and map them to Freshdesk custom ticket fields by data type. Internal messages (visibility_flag = internal) are written to Freshdesk's internal notes on the ticket; customer-facing messages become public ticket conversations. The original Rhino Support ticket ID is preserved in a custom field src_ticket_id__c for audit and cross-reference.

Rhino Support customer records map to Freshdesk contacts. Email address serves as the unique identifier for deduplication. Name, phone, and company association migrate to Freshdesk's standard contact fields. If a Rhino Support customer has no email, we generate a placeholder identifier and flag the record for the customer admin to complete post-migration.

Rhino Support company records map to Freshdesk organizations. Company name becomes the organization name and acts as the dedupe key during import. The organization is created before any contact import so that the lookup relationship to contacts is satisfied at insert time. If the source plan exposes company records inconsistently, we evaluate the schema at scoping and merge company data into the contact record as a note when no distinct Organization object exists.

Rhino Support agent records map to Freshdesk agent accounts. We map agents by email address as the lookup key. Agent display name, role, and group membership transfer. Rhino Support role names are preserved as a custom property role_source__c on the Freshdesk agent profile so that the customer's admin can reconfigure permissions in Freshdesk's role management UI after migration.

Rhino Support team structures map to Freshdesk groups. Team name and member list transfer to Freshdesk group configuration. Ticket routing in Freshdesk uses group assignment, so we ensure the team-to-group mapping is complete before any ticket import so that assignee resolution references the correct group ID.

Custom fields on Rhino Support tickets are enumerated during discovery scoping and mapped to Freshdesk custom ticket fields by data type. String, text, number, date, and dropdown field types map directly. If Freshdesk lacks an equivalent custom field type, values are written to a catch-all custom field src_custom_data__c as JSON and flagged for the customer admin to split into proper typed fields post-migration. This ensures no field-level data is silently dropped during cutover.

Customer-facing messages from Rhino Support ticket conversations migrate to Freshdesk ticket conversations as public replies. Author attribution, timestamp, and message body transfer. Freshdesk timestamps conversation entries by insert time, so we set the conversation author and body on creation to preserve the original timeline ordering.

Internal messages from Rhino Support ticket threads migrate to Freshdesk ticket notes with the private flag set. We evaluate the visibility_flag on each conversation record during extraction and write internal notes separately from public conversations. This distinction is critical for teams where agent-only context (debugging notes, internal escalation comments) must remain private in Freshdesk.

File attachments on Rhino Support tickets and conversations migrate where the platform exposes accessible download URLs. We extract the file, preserve the original filename and MIME type, and attach it to the corresponding Freshdesk ticket. Large files or formats not accessible via API are flagged for manual re-upload post-migration. We do not guarantee binary attachment fidelity for files exceeding 20 MB in the source.

Tags from Rhino Support tickets migrate to Freshdesk ticket tags. Tag names transfer exactly. Freshdesk has no hard limit on tag count per ticket, but we flag any tags exceeding 30 characters for truncation to Freshdesk's 30-character tag length limit.