Migrate from Servicely to Freshdesk

Servicely Tickets (incidents and service requests) map directly to Freshdesk Tickets with standard field alignment: status, priority, requester, agent assignment, created-at, updated-at, and description body all move 1:1. Custom ticket fields migrate as Freshdesk custom ticket fields, but these must be pre-created in Freshdesk before the import phase. We extract the full conversation thread and restore it as Freshdesk conversation entries ordered by the original timestamp.

Servicely Company records map to Freshdesk Companies. Company name, domain, and custom company properties transfer as typed Freshdesk company fields. Freshdesk enforces that the importing user account must have at least ten existing tickets before company records can be associated with contacts; we stage this constraint during pre-migration setup.

Servicely Customer records (end-user profiles with email, name, phone, and portal association) map to Freshdesk Contacts. Freshdesk does not distinguish between Customer and Contact as separate objects — all requesters are Contacts. We merge the customer profile and any associated portal metadata into the Freshdesk Contact record and flag any custom Servicely customer properties for Freshdesk custom field pre-creation.

Servicely Agent records (user accounts with role-based access and assignment permissions) map to Freshdesk Agents. Role definitions do not transfer as permission sets because Servicely's role model and Freshdesk's group/agent role model are structurally different. We map agent email and group membership and flag the permission set gap in the post-migration handoff document for the customer's admin to resolve in Freshdesk Admin Settings.

Servicely Service Catalog items define requestable services with variable fields and approval chains. We map catalog item names, descriptions, and associated properties to Freshdesk Products or Solutions depending on whether the catalog serves internal chargeback tracking or external customer-facing offerings. Approval routing logic does not migrate as an automation — we document the approval chain as a structured step list in the handoff package for manual rebuild in Freshdesk.

Servicely workflow trees with activity nodes (comment, user action, approval, complete, scriptable, timer, if/else) export as structured JSON. Freshdesk does not receive these as live automations. We extract every workflow, represent it as a documented JSON artifact with node-by-node annotations and recommended Freshdesk Scenario equivalents, and deliver it in the post-migration handoff. The customer's admin rebuilds approval steps and conditional branches using Freshdesk's scenario builder.

SLA configurations (response and resolution deadlines tied to ticket priority) migrate as Freshdesk SLA Policy records with names, applicable hours, and target durations preserved. The actual SLA enforcement and schedule engine configuration requires a Freshdesk admin to set calendar hours and business hours in Freshdesk's SLA configuration panel post-migration.

File attachments on tickets and knowledge base articles migrate with original filenames and MIME types preserved. We download from Servicely storage, re-upload to Freshdesk, and link to the parent ticket or article. URL references do not transfer as live links — files are re-hosted in Freshdesk's attachment storage.

KB articles from Servicely (title, body HTML, category, tags) map to Freshdesk Solutions articles. HTML body content transfers to Freshdesk's article description field with formatting preserved where both platforms use compatible rich-text rendering. Tags migrate as label arrays. Article-to-ticket association links do not carry over as native references; we document them separately in the handoff package.

Tags applied to tickets and articles in Servicely migrate as Freshdesk tag arrays. No value transformation is required. We verify tag character encoding and length against Freshdesk's tag field constraints before bulk insert.