Migrate from Sunrise ITSM to Freshdesk

Sunrise ITSM Incidents map to Freshdesk Tickets with ticket_type = incident. Priority, category, assignee, and all custom Incident fields migrate to Freshdesk custom ticket fields. We resolve the Sunrise agent (assignee) to a Freshdesk agent by email match before inserting. Any Sunrise Incident linked to a Knowledge Article becomes a Freshdesk Ticket with a linked Solution reference preserved in a custom field for the agent to re-attach manually after migration.

Sunrise Service Requests map to Freshdesk Tickets with ticket_type = request. Requestor information, fulfiller assignment, and approval chain references migrate as custom fields on the Ticket. The approval chain itself does not replicate in Freshdesk because Freshdesk's approval flows are scoped to product catalog approvals rather than ITIL request fulfilment chains; we document the approval hierarchy as a written record for the customer's admin to rebuild.

Sunrise ITSM has a dedicated Change object with CAB approval, risk level, and calendar linkage. Freshdesk has no native Change Management object. We map Sunrise Change records to Freshdesk Tickets with a custom dropdown field change_type__c set to 'Standard', 'Normal', or 'Emergency' using the original risk level, and carry the CAB approval status as a text field. Any related CI associations are stored in a custom field ci_references__c. The customer's Freshdesk admin rebuilds the Change Advisory Board workflow using Freshdesk Scenario Automations.

Sunrise ITSM Configuration Items map to Freshdesk Assets if the destination account is on the Growth plan or higher, which includes Asset Management. We map CI name, type, serial number, and linked Incident/Change references. If the destination is on the Sprout or Blossom plan (which lack Asset Management), we map CIs to Freshdesk Tickets with a custom asset_reference__c field and flag the need for a Freshdesk upgrade or an external asset register as a written recommendation.

Sunrise ITSM Knowledge Articles map to Freshdesk Solutions. The article title, HTML body (extracted from Sunrise's customrichtext format), category, and status flag migrate directly. Some Sunrise KB articles store attachments within the body — we extract these as separate Freshdesk attachment records linked to the Solution. We flag any Sunrise articles with broken internal links for manual remediation post-migration.

Sunrise ITSM Users (requestors, affected users) map to Freshdesk Contacts. Email address is the primary dedupe key. First name, last name, phone, and any custom user properties migrate as Contact custom fields. We exclude Sunrise agents from the Contact migration and route them to the Agent import separately.

Sunrise ITSM Agents map to Freshdesk Agents. We match by email and carry group memberships and role assignments. Sunrise team hierarchy maps to Freshdesk Groups; escalation order maps to Freshdesk agent-level SLA configurations where applicable.

Sunrise ITSM Teams map to Freshdesk Groups. Team membership order and escalation hierarchy are preserved as agent-level group assignments. We note that Freshdesk Groups do not support hierarchical nesting by default, so flat group structures map cleanly but multi-level team hierarchies require flattening as a written design decision for the customer.

Sunrise ITSM Service Catalog items map to Freshdesk Products as the closest equivalent. Sunrise catalog items carry workflow and approval references that do not migrate. We map the item name, description, and category; we flag broken workflow references and approval matrix gaps as a written list for the customer's admin to rebuild using Freshdesk's product and scenario automation framework.

Sunrise ITSM attachments store file path references to internal file servers rather than inline binary data. We resolve each path reference, download the file from the source storage location, and re-attach it to the equivalent Freshdesk Ticket as a comment attachment. If the source file server is decommissioned before migration completes, unrecoverable attachments are flagged in a written inventory for the customer's IT team to address.