Migrate from Simplify Reality to Freshdesk

Simplify Reality Customer records map to Freshdesk Contact. We extract contact name, email address, phone number, and channel source from the manual export. The primary email address becomes the Contact email field; phone becomes phone; name maps to both first_name and last_name split on first space. If the customer used channel-specific identifiers (WhatsApp number, Twitter handle), we preserve these in Freshdesk custom fields rather than standard contact fields. Any contact without an email address is flagged for manual review because Freshdesk requires a valid email for contact creation.

Each Simplify Reality conversation thread maps to one Freshdesk Ticket. The ticket Subject comes from the first message or channel thread title. All subsequent messages in the thread map to Ticket Conversations in Freshdesk, preserving sender, timestamp, and message body. We split multi-channel conversations (an email thread that later moved to WhatsApp) into separate Freshdesk tickets by channel source and link them with a custom field conversation_thread_id for traceability. If timestamps are missing from the export, we flag the records and set ticket created_at to the export date for review.

Simplify Reality's channel aggregation (Email, SMS, WhatsApp, Facebook Messenger, Twitter) maps to Freshdesk ticket.source field values. We create a channel mapping table during scoping: Simplify Reality email becomes Freshdesk Email; SMS becomes Phone; WhatsApp becomes Email (using WhatsApp email gateway) or a custom field whatsapp_id; Facebook Messenger and Twitter become the corresponding Freshdesk social channel apps. If a channel is not represented in the Freshdesk plan (social apps require Garden tier or above), we map to Email with a custom field original_channel__c set to preserve the source for reporting.

Simplify Reality agent records map to Freshdesk Agent accounts. We extract agent name and email from the manual export where available. Each agent receives a Freshdesk agent account at the appropriate permission level (Agent or Admin). If no agent export is available, we create Freshdesk agents from the ticket assignment data in the conversation export, deduplicating by email. Agents without email are created with a placeholder and flagged for the customer to provision with real credentials before go-live.

Simplify Reality Company records (from HubSpot CRM integration if used) map to Freshdesk Organization. We extract company name, domain, and any associated contact links from the manual export. If no Company data is present in the export, we derive Organizations from Contact company associations in the conversation history and create Organization records on import. Freshdesk's company column import feature can bulk-load organizations from CSV during migration.

Simplify Reality's AI reply recommendations and automated response templates are not documented in any schema we could locate during research. If the customer can provide a manual export of these templates from the live interface, we import them as Freshdesk Canned Responses under Admin > Support Operations. Without a documented export, we deliver a template inventory form for the customer to document their current responses for manual rebuild in Freshdesk.

Crunchbase indicates Simplify Reality's tech stack included HubSpot and MailChimp integrations. We document these integrations during discovery and recommend equivalent Freshdesk apps from the Freshworks Marketplace or AppExchange. HubSpot integration is available via Freshdesk's native CRM integration on Garden tier; MailChimp integration is available via Zapier or native Freshdesk connector. We do not migrate API credentials or active webhook configurations because Simplify Reality's integration schema is undocumented.

Any custom fields present in the Simplify Reality export (beyond standard name, email, phone, channel) map to Freshdesk Contact custom fields under Admin > Support Operations > Customer Fields. Freshdesk supports string, number, boolean, dropdown, date, and checkbox custom fields. We create the corresponding Freshdesk custom fields before importing contact records and map values during the CSV load. Custom fields on Tickets require a separate step and are added under Ticket Fields in the admin panel.