Migrate from Sunrise HR Case Management to Freshdesk

Sunrise HR Cases map directly to Freshdesk Tickets. We extract case status, priority, category, assignee, created/updated timestamps, and the linked employee reference. Case audit history (status transitions, assignee changes, SLA breach events) migrates as Freshdesk Ticket conversation entries to preserve the full case timeline. Case ID from Sunrise is stored in a Freshdesk custom field for cross-reference during reconciliation.

Sunrise Queries are lightweight request objects linked to parent Cases. Each Query migrates as a separate Freshdesk Ticket or as a note appended to the parent Ticket, depending on whether the customer treats Queries as sub-cases or conversation threads. Query text, submitter, assigned handler, and resolution status transfer directly. We flag any Queries without a parent Case and escalate to the reconciliation queue.

Sunrise Requests (structured HR service requests such as absence approvals and equipment requests) map to Freshdesk Tickets. Request type, custom fields, approval chain status, and current stage transfer to Freshdesk ticket fields and a custom approval_status field. Approval chain history migrates as conversation entries with timestamp attribution.

Sunrise Employees are referenced from Infor HCM or a connected HRIS as the subject of a case. We preserve the employee identifier, name, email, and department in Freshdesk Requesters. The mapping strategy depends on the HRIS type: if the employee data lives in Infor HCM, we resolve the employee-to-case linkage directly; if the HRIS is a non-Infor system, we establish a custom lookup table during discovery before the employee migration phase begins.

Sunrise Agents (HR staff who own and resolve cases) map to Freshdesk Agents. We extract agent name, role, team assignment, and active status. Team structures may differ between Sunrise and Freshdesk; we document the current team hierarchy during discovery and flag any unresolvable team mappings for the customer's administrator to configure in Freshdesk Admin > Groups before agent migration.

Sunrise SLA definitions tied to case categories are exported as metadata during scoping. We create a written mapping document that pairs each Sunrise SLA (name, target resolution time, breach action) with a Freshdesk SLA Policy configuration. SLA Policies are available from Freshdesk Garden tier ($49/agent) onward; customers on Blossom receive a custom field-based SLA tracking workaround with breach timestamps stored as read-only fields on the Ticket.

Historical SLA breach events stored as audit entries on Sunrise Cases migrate as read-only custom fields on Freshdesk Tickets. Each breach record carries the breached SLA name, breach timestamp, and resolution delta. This preserves compliance reporting continuity; Freshdesk does not natively replay SLA clock calculations on historical records, so breach timestamps are migrated as static data rather than live calculations.

Sunrise escalation rules stored in the Infor OS workflow engine do not export as records. We document every visible escalation rule during discovery (trigger condition, escalation target, delay, notification action) and deliver a written inventory recommending equivalent Freshdesk Automation Rules and Freddy AI rules. The customer's HR administrator rebuilds these post-migration; we provide the rule logic summary but do not implement automations inside the migration scope.

Documents attached to Sunrise Cases (policies, evidence, correspondence) are extracted as binary blobs from the Infor OS API. We download each attachment, preserve its original filename and content type, and re-attach it to the corresponding migrated Freshdesk Ticket. Attachments over 20 MB are flagged for the customer to re-upload manually due to Freshdesk API size limits.

Sunrise case categories and tags are exported as flat label lists. We map them to Freshdesk Tags, merging where duplicate labels exist and flagging unresolvable category-to-tag conflicts. The customer chooses the tag taxonomy strategy during scoping: flat tag list or hierarchical tag structure.