Migrate from Service Creatio to Freshdesk

Service Creatio Cases map directly to Freshdesk Tickets. We extract the case number, subject, description, status, priority, category, resolution details, and custom columns from the Case entity via OData. The Service Creatio case number becomes a custom ticket field (cf_case_number) for cross-reference after cutover. Status and priority values map from Creatio enumerations to Freshdesk status_id and priority_id. Owner assignment maps via email lookup to Freshdesk agent ID.

Service Creatio Contact records map to Freshdesk Contacts. Name fields, email, phone, and address data migrate directly. Custom Contact properties (columns added via the UI designer) map to Freshdesk custom contact fields (cf_<fieldname>). We preserve the link between the case and its primary ContactId so that Freshdesk Tickets attach to the correct Contact on import.

Service Creatio Accounts store the organizational customer record. These map to Freshdesk Organizations with account name, industry, address, phone, and custom fields. Accounts load before Cases during migration to satisfy referential integrity; Freshdesk Tickets attach to the resolved Organization ID. Account hierarchy flattens into a single Organization level in Freshdesk unless the customer requests parent-child preservation via a custom organization field.

KB articles from Service Creatio migrate to Freshdesk Articles with title, body content, category assignment, and publication status preserved. The article-to-category structure migrates so that Freshdesk's article browser reflects the original taxonomy. Articles used in case resolution flows are re-linked by their article ID stored as a custom field on the migrated ticket. If the article body contains HTML markup, we sanitize it for Freshdesk's article editor before import.

Service Creatio Activity records (calls, emails, meetings, tasks, notes) attach to Freshdesk Tickets as Conversations. Activity type determines the Freshdesk conversation type: internal notes become Private Notes, emails become Reply conversations, and tasks become Tasks. We preserve the original activity timestamp as the conversation timestamp. Activity owner resolves by email to the Freshdesk agent who will own the corresponding ticket. Recurring activity patterns are collapsed to a single migrated entry with a note indicating recurrence, since Freshdesk does not have native recurring ticket activities.

Service Creatio SLA rules define response and resolution time commitments per case category. We map these to Freshdesk SLA Policies by extracting the time-bound condition logic and translating it into Freshdesk's SLA policy rules. Each Freshdesk SLA Policy is configured to trigger based on ticket fields (priority, type, group) and apply first-response and resolution time goals. Note that Creatio's BPMN-based escalation triggers do not migrate; we document the escalation logic as a recommended Freshdesk automation rebuild for the customer's admin.

Service Creatio Queues group cases for team or individual assignment. We export queue membership and routing rules, but queue-to-agent assignment mappings require review because Freshdesk Groups operate differently from Creatio queues. Freshdesk Groups are the primary assignment unit, and agents belong to one or more groups. We map queue name to group name and document any routing rule differences for the admin to resolve post-migration.

Creatio Studio custom Object type schemas require explicit schema discovery during the technical audit before migration. We enumerate all custom Object schemas, extract column definitions, and identify lookup relationships. Custom object rows migrate as Freshdesk custom field data attached to the parent standard record (Case, Contact, or Account). If the custom object has a standalone parent-child relationship that cannot flatten into a ticket field, we recommend a Freshdesk App installation to handle the relationship display post-migration.