Migrate from Richpanel to Freshdesk

Richpanel Conversations are the primary ticket object, encompassing messages, internal notes, assignee, status, priority, and tags in a single record. Freshdesk separates the metadata (Ticket) from the message thread (Conversation). We extract the full conversation thread, write the ticket metadata to Freshdesk Ticket (status, priority, type, source), and write each message as a Freshdesk Conversation record with the inbound/outbound direction preserved. Internal notes from Richpanel migrate as private Conversation entries in Freshdesk. Tags on the Richpanel Conversation migrate as tag strings on the Freshdesk Ticket record.

Richpanel Customer Profiles include name, email, phone, billing/shipping addresses, and a consolidated interaction timeline. We migrate profile fields 1:1 to Freshdesk Contact where field names match. Custom profile fields are discovered via the API during scoping and mapped to Freshdesk Contact custom fields or displayed as ticket fields. Address and phone formatting is normalized to Freshdesk's field constraints before insert.

Richpanel Orders are synced from the connected ecommerce platform (Shopify, WooCommerce, etc.) and linked to Conversations and Customer Profiles. Freshdesk does not have a native Order object below the Blossom tier. We create a Custom Object named Orders in the destination Freshdesk instance (Blossom or above required) with fields for Order ID, line items, totals, fulfillment status, and tracking. Each Order record is linked to the related Freshdesk Contact via a lookup relationship, and the Conversation's order reference is stored as a custom ticket field pointing to the Order Custom Object record.

Richpanel Agent records (name, email, role, team assignment) migrate to Freshdesk Agents. We resolve by email match. Role mapping (Admin, Agent, Viewer) translates to Freshdesk's permission groups. If a Richpanel agent has no corresponding Freshdesk user at migration time, we hold the assignment in a reconciliation queue for the admin to provision the account before final import.

Richpanel Teams are organizational units used for routing and agent assignment. These map to Freshdesk Groups. We migrate team names and member lists, then reconcile team membership after Agent provisioning. Freshdesk Groups are used for ticket routing and agent visibility; we configure group-to-route mappings during the Freshdesk setup phase.

Tags applied to Richpanel Conversations and Customer Profiles migrate as flat string tags on Freshdesk Tickets and Contacts respectively. Where Richpanel uses a hierarchical tag taxonomy or tag prefixes for categorization, we preserve the full tag string and document the original hierarchy so the customer can restructure tagging in Freshdesk if desired.

Richpanel Help Center articles, categories, and published status are migratable to Freshdesk's Knowledge Base. We extract article content, category assignments, and publish status via the API. Article URLs and internal links require post-migration updating since Freshdesk uses a different slug structure. Custom portal flows and order management widgets are configuration artifacts and do not migrate; we document each custom flow with its trigger conditions and action sequence for the admin to rebuild as Freshdesk automations or portal templates.

File attachments on Richpanel conversations (images, PDFs, order documents) are stored in Richpanel's media layer. We extract attachment metadata and download files, then re-upload to Freshdesk by attaching them to the corresponding Ticket or Conversation record. Attachment size limits on Freshdesk (20 MB per file) are enforced during rehydration; files exceeding this threshold are flagged for alternative handling.