Migrate from Sprinklr Service to Freshdesk

Sprinklr Case maps to Freshdesk Ticket. The Case ID is preserved in a custom Ticket field for cross-reference. Case status (New, Open, Pending, Resolved, Closed) maps to Freshdesk Ticket status values, which we configure during schema setup. Case priority maps to Freshdesk priority. Agent assignment migrates by email lookup against the Freshdesk Agent table. Any Case with no resolved contact maps to a Ticket with a null requester_id and is flagged for manual assignment post-migration.

Sprinklr Contact records map to Freshdesk Contact by email as the dedupe key. All standard Contact fields (name, email, phone, language, time zone) migrate directly. Any Sprinklr custom Contact properties migrate to Freshdesk custom Contact fields, with field type mapping applied (text to text, picklist to dropdown, boolean to checkbox). Contacts are imported before Tickets so that the requester relationship resolves at insert time.

Sprinklr Company records map to Freshdesk Organization with the company domain as the dedupe key. Linked Contact associations preserve the relationship in Freshdesk via the Contact-Organization link. Organization custom properties flatten into Freshdesk custom Organization fields with equivalent type mapping.

Sprinklr Agent profiles (user name, email, role, team membership, skill tags) map to Freshdesk Agents by email match. Skill tags used for Sprinklr's skill-based routing migrate to Freshdesk Agent Group membership and a custom agent skill field. Agents without a matching Freshdesk account go to a reconciliation queue for the customer's admin to provision before record import.

Sprinklr Teams map to Freshdesk Groups. Team member lists migrate as Group membership records linking Freshdesk Agents to the corresponding Group. Team-level SLA configurations do not migrate as Freshdesk SLA policies; they are documented in the automation inventory for the admin to rebuild under Freshdesk Admin > SLA Policies.

Sprinklr custom field definitions on Cases and Contacts vary per tenant and must be exported separately via Entity Manager before schema mapping. We create equivalent Freshdesk custom ticket and contact fields with matching types (dropdown, text, number, date, boolean). Picklist values in Sprinklr migrate as Freshdesk dropdown options. Dependent fields in Sprinklr have no direct Freshdesk equivalent and are reconstructed using Freshdesk conditional visibility rules post-migration.

Sprinklr Tags applied across Cases and Contacts migrate as Freshdesk Tags. Tag assignments are preserved as Ticket and Contact tag records in Freshdesk. The tag taxonomy and naming convention are preserved verbatim. If Sprinklr tags represent mutually exclusive categories (e.g., Business Type), we flag these for potential migration to Freshdesk custom fields instead of tags for better filtering.

Sprinklr KB Articles migrate to Freshdesk Solutions. Article category hierarchy maps to Freshdesk folder and category structure. Publish status migrates as Solution visibility (published, draft). Sprinklr KB article metadata (excerpt, view count, author) migrates to custom Freshdesk Solution fields. Agent recommendation configuration from Sprinklr does not migrate; it is documented as an implementation task for Freshdesk's Freddy AI bot setup.

Sprinklr conversation messages within a Case migrate as Freshdesk Ticket Conversations ordered by timestamp. Each message preserves channel source (email, chat, social, voice), sender type (agent vs customer), timestamp, and message body. Channel attribution is stored in a custom conversation field. Inline images and attachments migrate as Freshdesk Ticket attachments linked to the specific conversation entry. This is the highest-volume export and is paced against Sprinklr's 1000 calls/hour rate limit.

Sprinklr custom entity types created via Entity Manager are organization-specific schemas exported separately via the Entity Manager API. We flatten custom entity records into Freshdesk custom objects (Pro tier and above), mapping each entity type to its own Freshdesk custom object with corresponding custom fields. Lookup relationships between custom entities are reconstructed as Freshdesk lookup fields. Enterprise-tier-only Sprinklr custom entities require Freshdesk Pro or Enterprise on the destination.