Migrate from SolarWinds Service Desk to Freshdesk

SolarWinds Incidents map to Freshdesk Tickets with Ticket Type set to 'Incident'. We translate SolarWinds priority (Low, Medium, High, Critical) to Freshdesk priority (Low, Medium, High, Urgent) and map the SolarWinds incident status to Freshdesk status values. Assigned technician resolves via lookup against the pre-migrated Freshdesk Agent record by email match. SolarWinds incident history and internal notes migrate as Freshdesk conversation notes, and public comments migrate as reply notes with the original timestamp preserved.

SolarWinds Service Requests map to Freshdesk Tickets with Ticket Type set to 'Service Request'. The same field translation logic applies for priority and status. Service Request approval workflows in SolarWinds are not migratable as automation; we document each active approval chain as a written step-by-step for the admin to recreate in Freshdesk Workflows or Freshservice's requester fulfillment feature.

Freshdesk has no native Problems object. If the source SolarWinds instance has the Problems module enabled (Setup > Global Settings > Service Desk Settings > Extra Features), we migrate problem records as Freshdesk Tickets tagged with a 'Problem' label and set Ticket Type to 'Problem'. We flag any customer with active problem records during discovery and confirm their preferred mapping strategy before migration begins. Problem-to-Incident linkage is preserved as a custom ticket field on both records.

SolarWinds Agents map to Freshdesk Agents. We match by email address and preserve group assignments, role permissions, and active/inactive status. SolarWinds Admin role maps to Freshdesk Admin. If a SolarWinds Agent email has no matching Freshdesk Agent account, the record enters a reconciliation queue and the customer's admin provisions the account before migration resumes.

SolarWinds Requesters map to Freshdesk Contacts. We preserve name, email, phone, and any custom field values. Freshdesk requires at least 10 existing tickets before the native contact import runs; we sequence organizations and tickets into Freshdesk first, then run the contact import as a separate phase. Email subscription preferences and language settings transfer to Freshdesk contact fields. Note: Freshdesk does not have a Requester-only role concept; all Freshdesk users with agent access are Agents, so technician-type requesters in SolarWinds are migrated as Agents instead.

SolarWinds Company records map to Freshdesk Organizations. We map company name, address, phone, and associated user count. Freshdesk uses the Organization as the primary container for grouping contacts, and the Organization ID links back to contact records via a lookup. The first company associated with a contact in SolarWinds becomes the primary Organization in Freshdesk upon import.

Assets transfer to Freshdesk if the customer has purchased the Freshdesk Asset Management add-on, which is required for the Assets menu to appear in the Freshdesk navigation. SolarWinds asset metadata including serial number, purchase date, assignment history, and CI relationships transfers as Freshdesk asset fields. The CMDB dependency graph from SolarWinds Premier has no direct Freshdesk equivalent; we export it as a relationship map JSON and recommend recreating it as Freshdesk Asset custom fields or as a linked record structure.

SolarWinds Knowledge Base Articles migrate to Freshdesk Solutions. Article content, attachments, and category assignments transfer. SolarWinds' hierarchical KB category structure may not map 1:1 to Freshdesk's folder-based category system; we map to Freshdesk category and folder and flag any category orphans. If the customer uses Freshdesk's Help Center, we also migrate the article as a Help Center article by publishing the solution post-migration.

SolarWinds SLA policies (response time and resolution time per priority) are documented in our migration deliverable and mapped to Freshdesk Business Hours and SLA Policy configuration. Freshdesk SLA policies are set at the Group or Ticket Type level, not at the individual technician level, so we map SolarWinds per-technician SLA assignments to the most relevant Group-level SLA policy. SLA timer-reset behavior on business-hours calendars requires validation by the customer's admin post-migration.

File attachments on SolarWinds incidents, service requests, and assets are downloaded via the SolarWinds API and re-uploaded to Freshdesk as conversation attachments on the corresponding ticket. Freshdesk enforces file size limits (10 MB on Growth, higher on higher plans) and storage quotas per plan; we flag any attachments that exceed these limits and provide a download link for manual attachment handling if needed.

SolarWinds change templates and approval chains are exported as written configuration documentation. Freshdesk's Workflow Automations and Scenario Automations are a different architecture and do not accept SolarWinds workflow definitions as importable code. We deliver a complete written inventory of every active change template, its approval chain, its fields, and its conditions, with recommended Freshdesk equivalents listed per template. The customer's admin rebuilds these in Freshdesk Workflows post-migration.

Tags applied to SolarWinds incidents, service requests, and assets migrate as Freshdesk Tags. Freshdesk uses a flat tag model. If SolarWinds tags contain hierarchical or nested values, we flatten them to the most granular level and flag any semantic grouping that was lost. Tags used for organizational classification (department, severity routing) are mapped directly as Freshdesk tags and can be used in Freshdesk automations to trigger routing after migration.