Migrate from Sobot Omnichannel Suite to Freshdesk

Sobot Customer records map directly to Freshdesk Contacts. Sobot's CRM-integrated Customer fields and bulk-imported data preserve list-view fields through the Freshdesk Contacts API. Sobot customer_email, customer_name, phone, and company fields map to Freshdesk email, name, phone, and company_id. Sobot's customer status (active/inactive) maps to Freshdesk active. Sobot's tag taxonomy transfers as Freshdesk Contact tags. Sobot's custom fields on Customer require field-level mapping to Freshdesk contact fields during scoping.

Sobot Ticket records map 1:1 to Freshdesk Tickets. Ticket status (open, pending, resolved, closed) and priority (low, medium, high, urgent) values transfer cleanly where the destination Freshdesk status and priority enumerations have equivalent values. Sobot ticket subject, description, requester_id, and assigned_agent_id map to Freshdesk subject, description, requester_id, and responder_id. Sobot's custom ticket fields require field-level mapping to Freshdesk custom ticket fields.

Sobot Conversation threads with message history and internal notes transfer as Freshdesk Conversation records linked to the parent Ticket. Agent handoff context is preserved as a conversation property. Sobot's message body, timestamp, sender_type (agent/customer), and channel_type fields map to Freshdesk body_text, incoming_created_at, user_id, and incoming attribute. We use the Freshdesk List All Conversations endpoint rather than the embedded ticket view to avoid the 10-conversation ceiling on the include=conversations parameter.

Sobot Agent records map to Freshdesk Agent objects. Sobot agent accounts include role (admin, supervisor, agent) and status fields that map to Freshdesk agent role and availability. We match agents by email address. Any Sobot agent without a matching Freshdesk agent is placed in a reconciliation queue for the customer's admin to provision before ticket reassignment proceeds.

Sobot team structures and skills-based routing configurations map to Freshdesk Groups. Sobot's team name and team member list become Freshdesk group name and member assignments. Sobot's skills-based routing rules are documented as part of the automation inventory and do not migrate as active rules; the customer's admin rebuilds routing in Freshdesk Groups and ticket assignment rules.

Channel configurations for email, WhatsApp, and social channels are preserved as channel-type metadata in Freshdesk. Each channel carries its connection status as a property. Sobot channel_id and channel_type map to Freshdesk channel and source. WhatsApp channels require independent Facebook Business Manager provisioning; we flag WhatsApp as requiring account verification before migration and do not assume the Sobot WhatsApp Business account transfers automatically.

Sobot KB Articles and KB Categories transfer as Freshdesk Solution articles with category assignments. Sobot's knowledge optimization data maps to Freshdesk article metadata including tags and view counts. Sobot article content, category name, and folder structure map to Freshdesk title, description, and section_id.

Sobot workflow automation rules and chatbot task workflows export as structured logic definitions rather than visual drag-and-drop files. We do not migrate automations as executable code. We extract every active Sobot automation rule, document its trigger conditions, actions, and field references, and deliver a written inventory with recommended Freshdesk Automate equivalents for the customer's admin to rebuild in Freshdesk's automation builder.

Custom fields on Sobot Customer records and Tickets require field-level mapping during migration scoping. Sobot's field type system (text, number, date, dropdown, checkbox) maps to equivalent Freshdesk custom field types. Freshdesk custom field API names often diverge from UI labels, so we capture the API name during scoping rather than deriving it from the display label.

Sobot tags transfer as Freshdesk tag assignments on Tickets and Contacts. Sobot's tag taxonomy maps directly to Freshdesk tag objects without transformation. Tags on Sobot Customer and Ticket records carry through to the corresponding Freshdesk Contact and Ticket during import.