Migrate from Stonly to Freshdesk

Each Stonly Guide maps to one or more Freshdesk Knowledge Base articles. We export full step text, media attachments, and in-guide variable configurations as structured data. The branching tree structure is exported as JSON in our mapping manifest but requires manual reconstruction in Freshdesk's article editor because Freshdesk does not natively support conditional step paths. We provide a branching map document that the content team uses to recreate decision trees as separate articles, linked sections, or article subsections.

Stonly Knowledge Bases map to Freshdesk Knowledge Base Categories. We preserve the KB name, description, slug structure, and category ordering. We also preserve the folder and subfolder hierarchy inside each KB as Freshdesk section names. Guide-to-KB assignments are recorded as article-to-category associations in the export manifest.

Media files embedded in Stonly guides (images, screenshots, downloadable assets) are extracted and reattached to the corresponding Freshdesk Knowledge Base article. We preserve original file names and, where available, alt text for accessibility compliance. Large media files over Freshdesk's attachment size limits are flagged during scoping for manual re-upload.

The Stonly Widget is a site-side JavaScript snippet that launches guides on external websites. Freshdesk does not have a native equivalent that delivers guided content on external customer-facing sites. The Freshworks Marketplace lists the 'Stonly scripted guides for agents' app, which surfaces Stonly guides inside Freshdesk tickets for agent assist use cases, but it does not replace a customer-facing embedded widget. We document the customer's current widget deployment URLs so the destination team can plan replacement content delivery if needed.

Stonly Triggers define when and to whom guides are shown based on URL, user actions, or user property conditions. Freshdesk's automation rules operate on ticket-level events (ticket creation, status change, agent assignment) rather than guide-delivery targeting. We export the complete trigger rule set as a structured document with targeting criteria, guide assignments, and condition logic. The customer's admin rebuilds equivalent routing logic in Freshdesk using Freshdesk's Automations or the Freshdesk Marketplace.

Stonly user properties describing customer attributes (subscription level, account type, product version) map to Freshdesk Contact custom fields. We export the complete property schema including names, data types, and value mappings. During migration we create matching custom fields in Freshdesk and migrate property values as Contact field data. Property-based guide targeting does not carry over because Freshdesk does not support Stonly's event-driven guide delivery model.

Stonly user events track customer actions such as purchased_product or created_ticket. We export the event names, event schemas, and any event-based guide routing rules as a separate document. In Freshdesk these events can be modeled as custom ticket fields if the customer uses Freshdesk for ticket-level tracking, or as contact properties for segmentation. We document the recommended approach per event type during scoping.

Stonly team members (Admin, Editor, Viewer) map to Freshdesk Agents with corresponding role permissions. We export the roster including names, email addresses, and KB-level access permissions. Stonly Admin and Editor map to Freshdesk Agent or Admin role depending on permission scope; Stonly Viewer maps to Freshdesk Agent with restricted permissions. We flag any permission differences that result in a scope reduction.

Stonly full-path analytics including guide completion rates, step-level drop-offs, and usage trends are exported as CSV at migration time. Freshdesk does not support programmatic re-import of historical analytics data. We deliver the analytics CSV as a structured export so the destination team can ingest it into a reporting tool or data warehouse if needed for historical comparison.

Stonly's AI Answers configuration, including knowledge base scope, query routing rules, and fallback behavior, is exported as a structured document. Freshdesk's Freddy AI is a separate product with its own configuration model. We do not migrate AI Answer rules as a configured integration; we deliver the documentation so the customer's admin can configure Freddy AI using Freshdesk's setup guide.