Migrate from Support.ly by 500apps to Freshdesk

Support.ly Tickets map to Freshdesk Ticket records. We extract ticket ID, subject, description, status, priority, channel source, created-at, and updated-at timestamps. Custom ticket fields migrate as Freshdesk custom fields that we pre-create in the destination account during the schema build phase. If the source export delivers custom field values as key-value pairs, we match them by field name to the Freshdesk custom field definition before inserting.

Support.ly Customer records map to Freshdesk Contact. We extract name, email, phone, and any linked company reference. If the source export delivers contacts without a company link, we create the company record first so the Freshdesk contact-company relationship is satisfied at insert time. Contact unique deduplication uses email address as the primary key.

Support.ly Company records map to Freshdesk Company. We extract company name, domain, and any custom fields. Companies are inserted before Contacts so that the Freshdesk company_id reference is available on each contact at insert time. If the source export has contacts with no company link, we flag those records and offer a bulk company-create from domain or a manual reconciliation step.

Support.ly conversation threads attached to tickets map to Freshdesk Conversation records within each Ticket. We extract message body, sender identity (agent or customer), timestamp, and any internal note flag. HTML formatting is preserved where possible; complex nested HTML that may not render identically in Freshdesk's conversation renderer is flagged in the post-migration reconciliation report. Attachments within threads are downloaded separately and re-uploaded to the corresponding Freshdesk conversation record.

Support.ly Agent profiles map to Freshdesk Agents. We extract agent name, email, and team membership. Agents are inserted before tickets so that the Freshdesk responder_id reference is satisfied. If an agent email in the source data does not match a Freshdesk user account, we flag the record and the customer provisions the user before the migration resumes.

Support.ly Teams map to Freshdesk Groups. We reconstruct team-agent membership by extracting the agent-team assignments from the source export and inserting Freshdesk Group membership records after both Groups and Agents are in place. Routing configuration (default group, escalation rules) is not migrated as automation; we document the routing assignments in a written handoff for the customer's admin to configure in Freshdesk Groups.

Support.ly Tags migrate to Freshdesk Tags as a flat string array attached to the relevant ticket or contact record. We preserve the full tag vocabulary so that existing segment filters and reporting categories remain valid in Freshdesk. Tag naming is carried across without transformation; Freshdesk's tag API accepts the tag string directly and creates the tag in the destination if it does not already exist.

Support.ly KB articles map to Freshdesk Knowledge Base Articles. We extract article title, body content (HTML), category assignment, and publication status. Articles are inserted after their target category exists in Freshdesk. HTML complexity that may not render identically in Freshdesk's article renderer (nested tables, embedded iframes, legacy styling) is flagged in the post-migration QA report for manual review.

Support.ly KB categories map to Freshdesk Knowledge Base Categories. We reconstruct the category hierarchy in the destination, handling naming differences by mapping the source category name to a new Freshdesk category created during the schema build phase. Categories are inserted before articles so that the category_id reference is satisfied on each article insert.

Support.ly survey and feedback data attached to tickets maps to Freshdesk CSAT survey responses if the destination plan includes the Freshdesk Surveys add-on, or to custom ticket fields if not. We preserve response text and numeric scores. If the destination plan does not include Surveys, we document the available Freshdesk CSAT feature and recommend enabling it post-migration as a separate configuration step.