Migrate from Servicetonic Helpdesk Tool to Freshdesk

Servicetonic Incidents map directly to Freshdesk Tickets with Type set to Incident. We preserve incident priority (Low/Medium/High/Critical), status (Open/Assigned/Resolved/Closed), category, and the linked requester profile. Incident-specific fields like Impact and Urgency map to Freshdesk Ticket Priority and a custom dropdown field incident_urgency__c. Linked Configuration Items do not migrate as a structured CI relationship but are written as a text note in the Freshdesk ticket description field for agent reference.

Servicetonic Service Requests map to Freshdesk Tickets with Type set to Question or Request based on the fulfillment workflow. Request type, fulfillment steps, and approval status migrate to Freshdesk Ticket custom fields. Service Requests linked to Catalog Items preserve the catalog item name in a custom field catalog_item__c. Approval status (Pending/Approved/Rejected) maps to a custom picklist field approval_status__c. Requests that reached fulfillment completion status are set to Pending status in Freshdesk and flagged for agent review.

Servicetonic Problems (ITIL problem management records linking multiple Incidents to a root cause) have no direct Freshdesk equivalent. Freshdesk organizes around individual Tickets. We create one Freshdesk Ticket representing the Problem record and attach linked Incident tickets as a tag problem_link_{id} referencing the original Incident ticket IDs. The Problem description and root cause analysis migrate to the ticket description. The customer reviews this grouping during the sandbox validation phase and approves the grouping strategy before production migration.

Servicetonic Knowledge Base articles map to Freshdesk Helpdesk Articles. Article title, body content, and attachments migrate directly. Category hierarchy from Servicetonic maps to Freshdesk Article category structure with folder-to-category mapping applied. Article visibility settings (internal vs public) map to Freshdesk Article status (Published vs Draft). Any article that was archived in Servicetonic migrates as a Draft in Freshdesk for admin review before publishing.

Servicetonic end-user requester profiles (name, email, organization, location, language preference) map to Freshdesk Contacts. Email address is the dedupe key. We resolve organization affiliation against a prior Companies (Organizations) import step to set the Contact's company_name field. Language preference from Servicetonic migrates to Freshdesk Contact language field. Any requester without an email address is flagged in the reconciliation report for manual handling.

Servicetonic agents with their role, team assignment, and permission profile map to Freshdesk Agents. We match by email address. Team structure from Servicetonic maps to Freshdesk Groups, and each agent is assigned to the corresponding Group. Permission level mapping (Admin/Agent/Requester) in Servicetonic maps to Freshdesk agent type, with any Servicetonic requester-level accounts migrated as Freshdesk Contacts instead. Agents without a matching Freshdesk account go to a provisioning queue for the customer's admin before the ticket migration phase begins.

Servicetonic Service Catalog entries define available services with description, price, fulfillment process, and linked forms. Freshdesk does not have a native Service Catalog equivalent. We migrate catalog item metadata (name, description, price) as a Freshdesk Product record, and the associated fulfillment workflow steps are documented in a custom ticket field fulfillment_steps__c as a text block for agent reference. The catalog item visibility settings are noted in the mapping inventory for admin to implement as Freshdesk customer portal visibility rules post-migration.

Servicetonic Configuration Items representing IT assets, systems, and components linked to incidents and service requests map to Freshdesk Assets. CI type, name, and location migrate directly. Custom CI relationships between items (such as 'server X runs application Y') do not have a Freshdesk equivalent and are written as a relationship_notes__c text field on the primary Asset record. The customer reviews the CI relationship representation during scoping and decides whether to capture it in Freshdesk Asset Locations or external documentation.

Servicetonic SLA definitions tying response and resolution targets to priority level and time plans migrate to Freshdesk SLA Policies. We preserve the SLA metric name, response time threshold, and resolution time threshold. Business-hour calendar and time-zone assignment from Servicetonic SLA configurations require manual mapping because Freshdesk's Business Hours object uses a different calendar model. We flag every non-standard SLA calendar during the mapping phase, document the closest Freshdesk Business Hours configuration, and surface discrepancies for customer approval before SLA data is imported.