Migrate from Supportbench to Freshdesk

Supportbench Tickets map directly to Freshdesk Tickets with Status, Priority, Type, and SLA metadata preserved. The Supportbench ticket ID is stored in a custom field sb_ticket_id__c for cross-reference audit. Private notes on tickets migrate to Freshdesk's internal notes, which are visible only to agents. Email threading is preserved by matching on Message-ID and References headers to reconstruct conversation sequences.

Supportbench Customer records map to Freshdesk Contacts with name, email, phone, and custom field values preserved. The Customer's tier assignment and SLA policy reference migrate as custom fields. If the Supportbench Customer has associated Salesforce linkage, we store the Salesforce ID in sb_sfdc_id__c rather than attempting to re-link in Freshdesk since Freshdesk does not have native Salesforce sync on the same model.

Supportbench Company records map to Freshdesk Companies. The Company-to-Contact relationship is preserved by resolving the Supportbench Customer's associated Company at migration time and linking it to the Freshdesk Contact via Freshdesk's company_id field. Supportbench's Salesforce-linked Company records carry the sfdc_id in sb_sfdc_id__c on the Freshdesk Company record.

Supportbench Agents map to Freshdesk Agents by email match. Role assignments (Admin, Agent) map to Freshdesk equivalents. Supportbench's Team assignment maps to Freshdesk's Group membership. Enterprise-tier custom roles on Supportbench may not have direct Freshdesk equivalents; we assign the nearest standard role and document the gap in the handoff report.

Supportbench's internal Knowledge Base exports separately from the external KB. We run two export passes and map internal articles to Freshdesk's Knowledge Base with the visibility flag set to Internal. Category hierarchies from Supportbench map to Freshdesk's category and folder structure. Internal KB articles may have visibility restrictions that require per-article configuration in Freshdesk post-migration.

Supportbench's customer-facing external Knowledge Base maps to Freshdesk's public Knowledge Base portal. We preserve article content, attachments, and URL slugs. Article category hierarchies migrate to Freshdesk categories with public visibility. Customers who relied on the internal-external KB split for agent-only documentation will need to configure Freshdesk's portal visibility per article post-migration.

Supportbench CSAT, NPS, and CES survey responses tied to closed tickets migrate to Freshdesk Ticket fields where applicable. Survey widget configuration (branding, question text, triggers) does not migrate; we deliver a written inventory of the existing survey setup for the customer's admin to reconfigure in Freshdesk's survey settings. Historical satisfaction scores are preserved as custom ticket fields.

Supportbench's tiered SLA policies (with escalation stages, response targets, and resolution windows) export as structured records. Freshdesk's SLA policy model differs: it uses business hours definitions and policy-to-ticket assignment rather than dynamic context-based adaptation. We translate the SLA rules and deliver a written policy translation map documenting how each Supportbench SLA tier maps to Freshdesk SLA policy configuration for the customer's admin to implement.

Supportbench custom fields on Tickets, Customers, and Companies map to Freshdesk custom ticket fields, contact fields, and company fields respectively. We perform data type translation: Supportbench date fields become Freshdesk date fields; dropdown fields become Freshdesk dropdowns with values translated; numeric fields map to Freshdesk number fields. Custom field API names are preserved with an sb_ prefix where needed to avoid Freshdesk naming conflicts.

File attachments referenced on Supportbench tickets are downloaded and re-uploaded to Freshdesk ticket attachments. We handle large file batches with chunking and preserve the original filename and MIME type. Inline images embedded in ticket conversations migrate as Freshdesk inline attachments. Files exceeding Freshdesk attachment size limits are flagged for the customer's admin to host externally and link via URL.

Supportbench free-form ticket tags migrate to Freshdesk ticket tags with deduplication of naming collisions. Tag vocabularies are flattened during export and re-applied in Freshdesk. We note that Freshdesk tags are case-insensitive while Supportbench may have mixed-case tags; deduplication normalizes to lowercase to avoid duplicate tags post-migration.

Supportbench customer health scores are stored as a numeric attribute on the Customer record and are computed from platform-internal behavioral signals. We migrate the current score as a static custom numeric field sb_health_score__c on the Freshdesk Contact. The scoring model itself cannot be replicated; Freshdesk has no native health scoring equivalent. Teams should establish a baseline score at cutover and plan to re-calibrate expectations against Freshdesk's reporting or a third-party CS tooling if health scoring remains a KPI.