Migrate from Sqanit to Freshdesk

Sqanit's Device records carry model, serial number, installation date, owner metadata, and a service history timeline. We map Devices to Freshdesk Asset records 1:1, preserving serial number as the primary asset identifier and storing the Sqanit device_id as a custom field for cross-reference. Device-linked service history migrates separately as Ticket conversation records with the asset context set on the Freshdesk ticket. If Sqanit's Asset Management module is not active in the customer's deployment, this object is omitted from the migration scope and flagged during discovery.

Sqanit Organization records represent the manufacturer or enterprise account and map cleanly to Freshdesk Company records with a field-level rename (organization name becomes Company name, industry metadata maps to the industry picklist). The Organization-to-Company mapping is the parent lookup for End User Contacts, so it must be imported before the Contact phase.

Sqanit Service Tickets are the primary transactional object. They carry status, priority, assignee, timestamps, device context, and interaction logs. Status and priority values differ between platforms: Sqanit uses configurable status workflows while Freshdesk uses a fixed set (Open, Pending, Resolved, Closed) with priority (Low, Medium, High, Urgent). We map Sqanit status to the closest Freshdesk equivalent and flag any non-standard Sqanit statuses requiring custom field capture.

Sqanit End Users are consumers who scan the QR code on a physical product. They may have minimal profile data (name, email, language preference, device ownership). We migrate End User records to Freshdesk Contacts, preserving the device ownership relationship as a custom field linking to the Freshdesk Asset. Email address becomes the primary contact identifier; anonymous or incomplete End User records (no email) are flagged for the customer's admin to resolve before import.

Sqanit Technicians are internal service team members assigned to tickets. We map Technicians to Freshdesk Agents. Role and team assignment from Sqanit (if available in the extracted schema) map to Freshdesk group membership and agent-level role settings. We resolve Technicians by email match against the Freshdesk agent table; any Technician without a corresponding Freshdesk agent is held in a reconciliation queue for the customer's admin to provision.

Sqanit Compliance Records track device inspection dates, certifications, and regulatory data (EU Digital Product Passport, medical device audit logs, etc.) as linked objects structured per industry. Freshdesk has no native compliance object. We map compliance records to custom fields on the corresponding Freshdesk Asset, with field names and data types scoped during discovery. Complex multi-field compliance records may require a separate Freshdesk App or a custom object configuration.

Sqanit interaction records (scan events, AI-assisted resolutions, technician notes, status changes) are timestamped and device-linked. We map these as chronological conversation entries on the corresponding Freshdesk Ticket. Each interaction migrates as a note or reply entry with the original timestamp preserved. The Sqanit interaction type (scan, AI resolution, technician update) is captured in a custom field on the conversation entry. Multilingual interactions retain their original language tag.

Sqanit KB articles and guided workflow text exist per locale (524+ languages supported). We extract article content and locale tags, then map them to Freshdesk Knowledge Base articles with the locale preserved in a custom field. Article category and folder structure from Sqanit maps to Freshdesk category and section hierarchy. The migration scope for KB content does not include the guided workflow logic (QR-triggered flows, AI triage rules), which is documented separately for the customer's admin to evaluate rebuilding in Freshdesk's automation tools.