Migrate from Service Desk Panel to Freshdesk

Service Desk Panel tickets map directly to Freshdesk tickets. We map Subject, Description, Status, Priority, and Type fields to their Freshdesk equivalents. Custom ticket fields are matched by label and data type (string to string, checkbox to boolean, date to date). The customer reviews custom field mappings before import because dropdown choice values in Service Desk Panel must land in Freshdesk dropdown fields of the same type, not generic text fields.

Service Desk Panel customer records map to Freshdesk Contacts. Matching occurs by email address. If a Contact with the same email exists in Freshdesk, we link to the existing record; if not, we create a new Contact. Name, phone, and company associations transfer. Any company association in Service Desk Panel maps to a Freshdesk Company record that we create or match first so that the Contact-Company relationship is satisfied at import time.

If Service Desk Panel stores separate company records, these map to Freshdesk Companies (Organizations). Domain name from the source becomes the Company domain field and serves as the dedupe key. Company records are created or matched before Contact import to satisfy the lookup dependency. Freshdesk's Company object is optional but recommended for teams managing B2B support.

Service Desk Panel agents map to Freshdesk Agents by email. We resolve each agent email against the destination Freshdesk account's agent list. Any agent in Service Desk Panel without a matching Freshdesk agent goes to a reconciliation queue; the customer provisions missing agents before record import resumes because ticket assignee references require a valid Freshdesk agent ID.

Service Desk Panel teams map to Freshdesk Groups. Team names transfer as Group names, and ticket assignments by team map to Freshdesk group_id. Groups are created before ticket migration so that the group reference is valid at insert time. Freshdesk Groups are used for ticket routing and agent visibility.

Ticket conversation threads (public replies and private notes) map to Freshdesk Conversation records. We preserve author attribution (agent vs customer), timestamp ordering, and the original message body. HTML formatting from the source may be stripped to plain text depending on the source platform's API behavior; we flag this during the demo migration review.

Ticket attachments migrate as Freshdesk ticket attachments. We pull file bodies directly when the source platform exposes a downloadable URL. If the source only provides a filename and URL reference without a direct file download endpoint, we flag this for manual customer export and include a checklist item in the scoping call to confirm attachment accessibility before migration.

Tags attached to Service Desk Panel tickets migrate as Freshdesk ticket tags. Tags transfer as string arrays. Freshdesk enforces tag limits per plan (250 on Sprout, 500 on Blossom, higher on upper tiers); we flag if the source tag count exceeds the destination plan limit and the customer chooses whether to truncate or upgrade.

Custom ticket fields from Service Desk Panel map to Freshdesk custom ticket fields. We match by field label and infer data type (text, dropdown, checkbox, date, number). The customer reviews and approves each custom field mapping before import because a source dropdown field must land in a Freshdesk dropdown field with matching choice values, not a generic text field. Dropdown choice values themselves do not transfer automatically and require manual entry in Freshdesk's field configuration.