Migrate from Support.com Cloud to Freshdesk

Support.com Cloud Tickets map directly to Freshdesk Tickets with ticket ID preserved in an external reference field for cross-system audit. Ticket status, priority, and category map to Freshdesk's status, priority, and type fields respectively. Created_at and updated_at timestamps migrate as ticket creation and last modification dates. Agent ownership migrates by resolving the Support.com Cloud agent ID through the agent mapping table built during discovery. Custom ticket fields are enumerated per-instance during discovery and mapped to Freshdesk custom ticket fields created before the migration phase begins.

Support.com Cloud Customer records map to Freshdesk Contacts. The customer's primary email, phone, and name fields migrate directly. Any device information linked to the customer record (device identifier, model, serial) migrates to Freshdesk Contact custom fields or is appended to the Contact description field, depending on the device field count. Company association from Support.com Cloud's Company object maps to Freshdesk's Company (organization) lookup on the Contact record, requiring the Company import phase to precede the Contact phase.

Support.com Cloud Agent profiles (name, email, team assignment, role) map to Freshdesk Agents. We resolve agents by email match against the destination Freshdesk account's agent list. Any Support.com Cloud agent without a matching Freshdesk agent is placed in a reconciliation queue for the customer's admin to provision before the migration phase runs, since Owner/Agent IDs are required on most ticket records. Role-based access control in Support.com Cloud maps to Freshdesk Agent Profiles with manual review, as granular permission set equivalents vary by destination plan tier.

Support.com Cloud Company records (B2B accounts with separate company entities) map to Freshdesk Companies. This object is not enabled on all Support.com Cloud instances; we confirm its presence during discovery. Company name, domain, and address fields map directly to Freshdesk Company fields. The Company import phase must complete before Contact import so that the company_id lookup on Contact is satisfied at the moment of insert. Tag associations on Companies migrate as Freshdesk Company tags.

Support.com Cloud custom fields on Tickets and Customers have per-instance schemas with no public documentation. We enumerate the live custom field inventory during the discovery phase by logging into the customer instance and recording each field name, type, and picklist option. We then create matching Freshdesk custom ticket fields and custom contact fields before migration begins. Field types are matched by data type: text to text, number to number, dropdown to dropdown. Any fields without a Freshdesk equivalent are flagged for the customer's admin to review and either recreate as text fields or handle as tags.

Ticket attachments stored in Support.com Cloud's legacy file structure migrate to Freshdesk as ticket attachments. File names containing special characters or non-standard encoding are normalized to UTF-8 before upload through Freshdesk's API. Attachments exceeding Freshdesk's 20 MB per-file limit on Growth plans are flagged separately for manual customer handling. We batch-transfer attachments in chunks to manage the destination API's request volume and maintain the parent ticket association throughout the transfer.

Tags applied to tickets in Support.com Cloud migrate to Freshdesk Tags. Tag naming conventions may conflict with existing tags in the Freshdesk destination account. We detect conflicts during the mapping phase and apply a source-prefix strategy (supportcom_original_tag) to prevent collision with existing Freshdesk tags. Customers choose whether to apply prefixing or de-duplication during scoping.

Support.com Cloud macro content (canned response text and trigger logic) migrates as Freshdesk Scenario Automations and Email Templates. Macro content is exported as text and recreated as Freshdesk automations with the same trigger conditions and response body. Because macro structure does not port 1:1 between platforms (Support.com Cloud macro triggers differ from Freshdesk automation triggers), we document the original macro content and intended behavior in a written handoff spreadsheet for the customer's admin to configure in Freshdesk's automation builder.