Migrate from Rooftop to Freshdesk

Rooftop customer records (name, email, phone, custom properties) map directly to Freshdesk Contact fields. Email serves as the dedupe key. We preserve any Rooftop custom properties as Freshdesk custom contact fields after confirming the field types (string, boolean, number, date, dropdown). Customers are imported before any ticket records so that the Contact lookup is satisfied at ticket creation time.

Rooftop company or account records map to Freshdesk Organization. We use the company domain or name as the dedupe key during import. Organization is created before Contact import so that the Contacts can be associated via the user_id or organization_id lookup. If Rooftop exposes company association on customer records, we map it to Freshdesk's organization_id on the Contact.

Rooftop agent profiles (name, email, role, team assignment) map to Freshdesk agent accounts. We match by email against the Freshdesk destination. Any Rooftop agent without a matching Freshdesk account goes to a reconciliation queue for your admin to provision before ticket import resumes. Role and team assignments are preserved as Freshdesk group memberships and agent type flags.

Rooftop ticket records map to Freshdesk Ticket. We map Rooftop ticket status and priority values to Freshdesk ticket status and priority values using a value-mapping spreadsheet. The ticket requester_id is resolved to a Freshdesk Contact ID; the assigned_agent_id is resolved to a Freshdesk agent ID. All resolution happens before ticket inserts to avoid orphaned records.

Rooftop conversation messages (body, timestamp, sender type, internal note flag) map to Freshdesk Ticket Conversations. We preserve message ordering by setting the Freshdesk incoming timestamp to the original Rooftop timestamp. HTML formatting in Rooftop messages is normalized to plain text or preserved as HTML based on your preference. Internal notes from Rooftop map to Freshdesk private notes with the same visibility flag.

Tags applied to Rooftop tickets migrate as Freshdesk ticket tags. We flatten any nested tag hierarchy that Rooftop uses into a flat tag array. If the destination Freshdesk account uses a specific tag naming convention, we apply a value-mapping during the transform phase. Tag counts are preserved to maintain any reporting logic built on tag volume.

Rooftop custom ticket fields vary by deployment. We inventory all Rooftop custom field names and data types during scoping, then map each to a Freshdesk custom ticket field of the equivalent type. Dropdown fields in Rooftop map to Freshdesk dropdown or checkbox fields with their respective options. Boolean fields migrate directly. We create the Freshdesk custom field schema before any ticket data loads.

Rooftop file attachments linked to tickets or conversations are migrated by downloading from Rooftop and re-uploading via the Freshdesk API. We handle this by extracting attachment URLs from the Rooftop export, fetching the file content, and POSTing to Freshdesk's attachment endpoint linked to the corresponding ticket or conversation. File size limits per Freshdesk plan tier are enforced during extraction to avoid API rejections.

Rooftop knowledge base articles and categories migrate to Freshdesk Solutions. Article title, body content, and category assignment transfer directly. Internal article ID references are remapped to Freshdesk solution IDs. If Rooftop exposes article publish status, we map that to Freshdesk's visible or draft status per article. Portal assignment maps to Freshdesk's solution category or folder structure.