Migrate from Siit to Freshdesk

Siit Requests map to Freshdesk Tickets as the primary migration object. The src_status property (open, pending, resolved, closed) maps to Freshdesk Ticket status values. submitted_from channel metadata (employee_portal, slack, mail, ms_teams) becomes a Freshdesk custom field ticket_source_channel__c because Freshdesk does not natively track the submission channel as a structured field. first_replied_at and first_completed_at timestamps from Siit migrate as Freshdesk custom date fields to preserve SLA context.

Siit People records (employee directory) map to Freshdesk Contacts. We map department to Freshdesk job_title, team to a custom field contact_team__c, and legal entity and employment type to custom fields. Lifecycle stage maps to a custom picklist field employee_lifecycle__c. The primary email address becomes the Freshdesk Contact email and is used as the dedupe key during import.

Siit People records that reference a company organization map to Freshdesk Company records. We extract unique company names from Siit People records during scoping and pre-create the Freshdesk Company records before Contact import so that the Company lookup relationship is satisfied at the moment of Contact insert. If Siit does not store a separate company object, we split the People records into Contacts and Companies during the transform phase.

Siit Services catalog items (IT catalog entries that employees request) map to Freshdesk Product records if the destination uses Freshdesk's Products and Solutions features. Each Service's name, description, category, and workflow associations migrate as Product name, description, and custom fields. If the customer does not use Freshdesk Products, Services migrate as Freshdesk Custom Objects with a service_catalog__c API name.

Siit Application inventory records (software assets with ownership, lifecycle status, and category metadata) map to a Freshdesk Custom Object named application_inventory__c. Ownership fields linking applications to employees migrate as lookup references to the corresponding Freshdesk Contact record, which requires that the Contact migration completes first to satisfy the foreign key.

Siit Equipment records (physical and virtual devices with lifecycle attributes, ownership details, and key configuration fields) map to a Freshdesk Custom Object named equipment__c. Equipment-to-person ownership relationships migrate as lookup references to the Freshdesk Contact record. Lifecycle status, device category, and key configuration fields map to typed custom fields on the equipment__c object.

Siit requests support arbitrary custom_form_inputs as label/value pairs with no fixed schema per organization. We extract all unique custom field labels during the migration scan, then pre-create matching custom fields in Freshdesk as String, Number, Date, or Dropdown types based on the detected value format. Where a label contains characters not valid for Freshdesk field API names, we sanitize to an alphanumeric snake_case equivalent. If the total unique label count exceeds what Freshdesk supports at the customer's plan tier, we serialize remaining inputs as a structured JSON blob in a long-textarea custom field custom_form_inputs_raw__c.

Tags from Siit (associated with Requests via tag_uids arrays) migrate to Freshdesk Tags directly. Freshdesk natively supports Tags on Tickets, Contacts, and Companies. We preserve the full tagging taxonomy and migrate tag associations per record so that filtering and categorization logic in the destination matches the source taxonomy. Tag reassignment during import uses Freshdesk tag API endpoints.

Siit Inboxes (team or queue routing assignments) map to Freshdesk Groups. We capture the inbox-to-Admin assignment matrix during scoping and map it to Freshdesk Group membership. If Siit Inboxes are purely routing constructs without an Agent assignment layer, we create Freshdesk Groups first, then assign agents to Groups during the agent migration phase.

Siit Communication exports (outbound messages and satisfaction survey responses linked to Requests) migrate to Freshdesk Ticket conversation notes. Outbound messages map to Freshdesk public Ticket replies; satisfaction survey responses map to Freshdesk custom fields csat_rating__c and csat_comment__c. Internal-only communications from Siit map to Freshdesk internal notes with a note_type__c custom field set to siit_internal.