Migrate from SmarterTrack to Freshdesk

SmarterTrack Tickets map directly to Freshdesk Tickets. We preserve the full conversation thread (public and private messages), status, priority, type, source channel (email, chat, phone), assignee, group, and SLA references. The SmarterTrack ticket ID is preserved in a Freshdesk custom field st_ticket_id__c for cross-reference. Conversation entries from email, chat, and call logs all become Freshdesk conversation records with the correct author attribution (agent vs requester).

SmarterTrack User records (customer-facing, not agents) map to Freshdesk Contacts. The email address is the primary dedupe key. We preserve the user's display name, email, phone number, organization link, and any custom field values, flagging any values at or near SmarterTrack's 512-character limit before import.

SmarterTrack Organizations map to Freshdesk Companies. The organization's name, domain, address, and custom fields transfer directly. We resolve the parent-lookup relationship to Contacts at migration time so that each Contact is associated with its Company immediately on import rather than requiring a post-migration dedupe pass.

SmarterTrack Agent accounts map to Freshdesk Agents. We preserve group and department memberships, role assignments (agent, manager, admin), and agent-specific custom fields. Active and inactive status migrates as-is. Inactive SmarterTrack agents become inactive Freshdesk agents unless the customer specifies otherwise during scoping.

SmarterTrack Departments map to Freshdesk Groups. The hierarchy of which users belong to which departments transfers as Freshdesk Group memberships with agents assigned accordingly. If the destination uses Freshdesk sub-groups or team structures, we map the flat SmarterTrack department list to those equivalents during scoping.

SmarterTrack Live Chat sessions, including chat transcripts, participant info, duration timestamps, and any custom fields collected during the chat, map to Freshdesk conversation records with channel = chat attached to the parent Ticket. Standalone chats that did not result in a ticket become new Freshdesk tickets with the chat transcript as the initial conversation.

SmarterTrack Call Logs (duration, disposition, phone numbers, agent notes, and custom fields) map to Freshdesk Tickets with the call details stored in ticket custom fields and the call transcript or notes in the conversation thread. If SmarterTrack created a parent Ticket for the call, we link to it; if the call log is standalone, we create a ticket with source = phone.

SmarterTrack KB Articles migrate to Freshdesk Knowledge Base Articles with body content, category assignments, draft or published status, and brand scoping preserved. Articles using inline HTML are transferred as-is. Category hierarchy maps to Freshdesk's folder and section structure, with the customer's help center portal assignment preserved during migration.

SmarterTrack custom fields on Tickets, Live Chats, Call Logs, Users, Groups, and Departments map to Freshdesk ticket fields and contact/company custom fields. We audit all custom field values before migration and flag any at or exceeding 512 characters against SmarterTrack's per-field ceiling. We recommend trimming, splitting into multiple fields, or dropping over-limit values before import to avoid silent truncation.

SmarterTrack multi-brand support (Enterprise-only) allows separate customer-facing portals scoped to brands. We map each SmarterTrack Brand to a Freshdesk Portal, reassigning its associated tickets, knowledge base articles, and contacts to the corresponding Freshdesk portal. If the customer has only one brand, all data lands in the primary Freshdesk portal without additional routing configuration.

Ticket attachments, chat file transfers, and KB article media stored in SmarterTrack's App_data folder or database migrate as Freshdesk attachments linked to the corresponding Ticket or Article. We extract binary files from the SmarterTrack filesystem or database BLOB storage and re-link them by ticket ID during the Freshdesk load phase.

SLA rules and auto-assignment, auto-closure, and rebalancing logic from SmarterTrack are configuration-level settings. We extract the rule definitions and deliver a written inventory with each rule's trigger, conditions, and actions mapped to an equivalent Freshdesk SLA Policy or automation construct. The customer's admin rebuilds these in Freshdesk's Admin Settings post-migration.