Migrate from Seraph to Freshdesk

Seraph tickets map to Freshdesk Ticket records with status, priority, type, requester email, group assignment, and agent assignment preserved. Conversation threads (customer replies and agent responses) migrate as Ticket Conversations linked to the parent Ticket. Custom field values transfer to Freshdesk custom ticket fields by matching field name and type. Any Seraph ticket attachment URLs that point to externally hosted files are stored as attachment records in Freshdesk if the source URLs remain valid; if not, we flag them for the customer's admin to restore post-migration.

Seraph requester records (the customer or end-user who submitted a ticket) map to Freshdesk Contact. We map Name, Email, Phone, Company name, Language, and Time Zone. The Seraph contact-to-company link resolves to a Freshdesk Organization lookup where an Organization exists, or creates a new Organization record first so the Contact-Organization lookup is satisfied at insert time. Custom fields on the Seraph contact schema migrate to Freshdesk Contact custom fields by type.

Seraph company or organization records map to Freshdesk Organization. The organization's name, domain, industry, and custom fields transfer directly. Freshdesk Organizations serve as the parent for multiple Contacts and can be linked to Tickets directly. We create Organizations before Contacts so that the parent lookup is satisfied during the Contact import phase. If Seraph stores multiple addresses or locations per company, we concatenate them into the Organization's address fields or store as a custom field depending on volume.

Seraph agent records map to Freshdesk Agent profiles with email, name, and role (agent, admin, or supervisor). Group memberships and team assignments in Seraph map to Freshdesk Agent Groups. Any agent without an email match in the destination Freshdesk instance is held in a reconciliation queue for the customer's admin to provision the corresponding Freshdesk user account before migration resumes.

Seraph ticket groups or queues map to Freshdesk Groups. Groups in Freshdesk control ticket routing and agent visibility. We map group names and any group-level configuration ( SLA settings, email routing aliases) that can be extracted from Seraph's schema. Group-to-agent assignments migrate as part of the Agent mapping phase.

Seraph help center articles, categories, and folder structure map to Freshdesk Solution Articles and their category hierarchy. Article titles, descriptions, body content, tags, and publication status transfer. We use the native Freshdesk article structure (folder -> category -> article) and map Seraph's categorization accordingly. If Seraph's knowledge base uses a multi-language setup, multilingual articles migrate with the language tag preserved as a custom field.

Seraph custom fields attached to tickets map to Freshdesk Ticket custom fields. We match by field name and validate type compatibility (String, Number, Boolean, Dropdown, Date). If Seraph uses a dropdown or multi-select field that has more values than the Freshdesk plan allows, we flag the constraint and recommend a picklist consolidation strategy during scoping. Lookup fields in Seraph that reference other Seraph records resolve to Freshdesk lookup fields where supported, or store as a text field with the original reference ID.

Seraph custom fields on contact or customer records map to Freshdesk Contact custom fields by matching name and validating type. Boolean, date, number, and string field types migrate directly. Multi-checkbox fields in Seraph map to Freshdesk multi-select picklists where the destination plan supports them, or to a comma-separated string field on the Contact record.