Migrate from SMART Service Desk to Freshdesk

Requests migrate as Freshdesk Tickets. Status, Priority, Category, Requester name and email, Assigned Agent, and conversation thread (public and private notes) transfer directly. SMART Service Desk conversation history maps to Freshdesk's conversation array with the same isDescription flag and timestamp ordering preserved. Attachments migrate as Ticket attachments. We use Freshdesk's Ticket API or CSV import depending on record volume and whether the account has an active Freshdesk paid plan.

Problems migrate as Freshdesk Cases with a custom Problem type category applied through a Case field. Root-cause linkage to the originating Request is preserved as a custom Ticket reference field problem_ticket_id__c. Impact, Urgency, and Priority from SMART map to custom dropdown fields on the Case. Assigned analyst group maps to Freshdesk's Group Lookup. Note that Freshdesk's native Case object requires a paid Service Cloud equivalent or the Freshdesk ticketing plan; we confirm the destination plan supports Cases during scoping.

Changes migrate as Freshdesk Cases with a custom Change category applied. Change Category, Risk, Impact, and Approval Status transfer to dedicated custom fields on the Case. CAB membership associations migrate as a text or multi-select custom field listing CAB member names and roles, since Freshdesk's native Case does not have a CAB concept. We flag that approval routing rules tied to Changes require manual re-configuration in Freshdesk's automation builder post-migration because they do not migrate as code. Change ID sequences do not carry over; we raise this during scoping and re-apply original Change IDs as a post-migration cleanup task if the customer requires ID preservation.

Solutions migrate as Freshdesk Knowledge Base articles. Article title, body content, summary, category, and publication status transfer. Folder and category hierarchy from SMART maps to Freshdesk's category and folder structure. Published articles and draft status are preserved. Freshdesk's native KB article importer is known to occasionally duplicate articles on re-run; we avoid triggering re-runs by performing a single validated import pass and delivering a row-count reconciliation report before confirming completion.

SMART Service Desk Users and Technicians migrate as Freshdesk Agents. Email address is the primary match key. Department, Site, and Role from SMART transfer as custom contact fields or agent group membership. Department-level role resolution differs between on-premises and cloud SMART Service Desk deployments, which we detect during discovery and remap approval routing to match the destination's inbox assignment logic. CAB members without active SMART logins are silently skipped by the export; we cross-reference all CAB records against the user list and flag any missing accounts so the customer can provision them before the migration cutover.

Assets in SMART Service Desk migrate as Freshdesk Assets. Asset name, serial number, type, location, assigned user, and current status transfer to the corresponding Freshdesk Asset fields. Component and consumable sub-records attach to the parent Asset via Freshdesk's asset component structure. Asset-to-User allocation associations preserve the assignment relationship. Note that Freshdesk Assets are available from specific plan tiers; we confirm asset support is included in the destination plan during scoping.

The full Request, Problem, and Change category tree from SMART Service Desk migrates as Freshdesk Categories. We export the complete hierarchy and re-create it in Freshdesk's category management. Category-to-article associations from SMART Solutions map to Freshdesk article-to-category relationships. The category tree underpins ticket routing logic in Freshdesk's automation builder, so the tree structure is established before any ticket migration begins.

Contracts migrate as Freshdesk Custom Objects. Contract name, type, vendor reference, start and end dates, and SLA tier become custom fields on the Contract custom object. We pre-create the Contract custom object schema in Freshdesk before import, including all custom fields and their types. Multi-document attachments associated with a Contract attach to the custom object record. The customer chooses whether to link Contracts to related Tickets as a reference relationship or leave them as standalone records.

Releases migrate as Freshdesk Cases with a Release category applied. Planned start and end dates, assigned technician, and status transfer to custom fields. Release-to-Change associations from SMART migrate as a custom field release_change_ids__c listing the linked Change Case IDs, so the relationship is preserved in Freshdesk's context. Release scheduling is a manual rebuild area; Freshdesk does not have a native release scheduling object and teams typically implement this using calendar-based views or a project management tool alongside Freshdesk.