Migrate from Splashtop Remote Support to Freshdesk

Splashtop Technicians map to Freshdesk Agents. We resolve by email match against Freshdesk's agent list, which we retrieve via GET /agents once the customer's Freshdesk Blossom or higher trial is provisioned. Role assignments (Admin, Technician, User) in Splashtop map to Freshdesk Agent Profiles: Support Admin maps to Freshdesk Support Admin, standard technicians map to Freshdesk Support Agent. We flag any Splashtop technician without a matching Freshdesk email for the customer's admin to provision before the agent phase of migration begins.

Splashtop Computer records (name, group, last session time, notes) do not have a direct Freshdesk equivalent on Sprout or Blossom tiers because Freshdesk's native Assets module requires Estate or Forest. On lower tiers we map computer data to a custom contact field called endpoint_managed_hostname__c and endpoint_last_seen__c. If the customer is on Freshdesk Estate or Forest, we map to the Freshdesk Assets module with asset_name, asset_type (Computer), and a link to the Contact representing the asset's assigned user. The mapping strategy is confirmed during scoping based on the customer's Freshdesk plan tier.

Splashtop Computer Groups define organizational hierarchy for endpoint management. In Freshdesk, groups exist for agent routing (Groups on the Team Management page), not for asset organization. We map Splashtop Computer Groups to a custom picklist field on the asset or contact record called endpoint_group__c. If the customer's Freshdesk tier includes the Assets module, we map to the asset's asset_tag or a custom asset field. Group membership relationships (which computers belong to which groups) are preserved as comma-separated values in the custom field rather than as formal relational records.

Splashtop Access Permissions define which technicians can reach which computers or groups and at what permission level. These export as a CSV from the Splashtop admin console and cannot be pulled via API on non-Enterprise tiers. We parse the CSV and produce a written inventory mapping each Splashtop role (Admin, Technician) and computer-group assignment to Freshdesk equivalent Agent Profiles and Group assignments. Freshdesk Agent Profiles control field-level visibility and ticket assignment rights; Group membership controls ticket routing. We do not import Access Permission records as data rows because Freshdesk has no equivalent many-to-many permission assignment object for assets.

Splashtop Enterprise SOS Requests (attended support sessions triggered by end users via a PIN or web form) are tracked in Splashtop's Service Desk console. Open SOS requests at migration time can be mapped to Freshdesk Tickets as a one-time import: the SOS request description and requester email become the Freshdesk Ticket subject and requester. Resolved or closed SOS requests with no open conversation thread do not require migration as they represent historical sessions that are audit-logged within Splashtop. This mapping is only possible for customers on Splashtop Enterprise; SOS requests on Basic, Plus, or Premium are not accessible via API and cannot be programmatically exported.

Splashtop Connector supports importing and exporting RDP profiles as CSV files including Profile Name, Deploy Code, Enable Recording, and RDP-specific settings. These profiles are Splashtop-specific infrastructure configuration with no Freshdesk equivalent. We transfer the CSV as a documented artifact for the customer's IT team to reapply in Splashtop if they continue running Splashtop as a secondary remote-access layer alongside Freshdesk, or to configure as a custom field on the asset record in Freshdesk if the customer's workflow references RDP connection details on support tickets.

Splashtop deployment codes are scoped to the Splashtop account and used to silently install the Splashtop Streamer on managed computers. Since these are Splashtop-specific deployment tokens, they do not migrate to Freshdesk. If the customer is decommissioning Splashtop entirely, deployment codes become irrelevant; the Splashtop Streamer must be uninstalled on every managed endpoint and replaced with the new remote-support agent. We provide a computer-list export from Splashtop as a deployment manifest to guide the endpoint-side reconfiguration.

Splashtop does not expose session history as a public API export or admin-console CSV. Session logs are retained within the Splashtop web console but are not retrievable as standalone records. We flag this gap explicitly in the migration scope and document the customer-facing implication: historical remote session records will not appear in Freshdesk after cutover. If the customer has a legal or compliance requirement to preserve session history, we recommend exporting session logs manually from the Splashtop console UI as a screen-scraped report before the migration window and storing them in a separate document store or ITSM archive.