Migrate from SupportSystem to Freshdesk

SupportSystem Tickets map to Freshdesk Tickets via CSV export (Ticket ID, status, priority, subject, description, assignee, created date, updated date). SupportSystem status values (Open, Pending, Resolved, Closed) map to Freshdesk ticket_status values. We resolve Freshdesk agent_id via email match against the Freshdesk Agents endpoint before ticket insert. Help Topic assignment from SupportSystem migrates as a Freshdesk Tag to preserve routing logic. Custom field values from SupportSystem CSV exports map to pre-configured Freshdesk custom ticket fields.

SupportSystem Agents appear as the assigned user on tickets in CSV exports. We extract distinct agent records (name, email, department) and map them to Freshdesk Agents. Freshdesk agent_id is used as the assignee reference on ticket imports. Department assignment from SupportSystem maps to Freshdesk Groups so that agent-group membership is preserved for routing.

SupportSystem End Users map to Freshdesk Contacts via CSV export of ticket requester information. Freshdesk requires at least 10 tickets in the account before its contact CSV import will succeed — we flag this during scoping. If the SupportSystem account has fewer than 10 unique requesters, we either create placeholder tickets or sequence the contact import after ticket creation to satisfy the requirement. User language preferences from SupportSystem migrate to Freshdesk Contact custom fields.

SupportSystem Organizations are a distinct object referenced on tickets. We extract Organization records via Advanced Search filtering and map them to Freshdesk Companies. The first Company in a CSV contact import column becomes the primary company for that Contact. We create Companies before Contacts to satisfy the lookup dependency at insert time. Organization-level custom fields map to Freshdesk Company custom fields.

SupportSystem Help Topics drive ticket routing and can trigger specific Custom Forms. Freshdesk has no direct Help Topic object. We preserve Help Topic assignment as Freshdesk Tags applied to migrated Tickets, allowing agents to filter by original routing category. The routing logic itself (Help Topic-to-Department) requires manual rebuild in Freshdesk via Groups and product or tag-based routing rules. We document the full Help Topic-to-Department map for the admin during handoff.

SupportSystem Custom Fields are configurable per ticket, user, or organization and are included in CSV exports when the Export Picker is configured to include them. We pre-create matching Freshdesk custom fields (Admin > Support Operations > Ticket Fields) before migration, map field names and types, and resolve field values from the CSV into the Freshdesk API payload under the custom_fields object. Field types must match (text, number, date, dropdown) — dropdown fields require pre-populated Freshdesk choices before values can be written.

SupportSystem Departments route tickets and assign agents. Department names and membership map to Freshdesk Groups. We create Groups before agent and ticket imports so that group_id references are resolved at insert time. Department-level email routing rules (SupportSystem departmental email-to-ticket addresses) require recreation in Freshdesk via Admin > Email > Email Settings and inbox routing rules.

SupportSystem Knowledge Base articles with category and folder structure map to Freshdesk Solutions. We extract article content (title, description, status, tags, category, folder) and map them to Freshdesk Solutions API payloads. Freshdesk requires Solutions to be organized under a Category and Section; we create the Freshdesk category and section hierarchy before article import. Multi-language articles from SupportSystem require separate Freshdesk Solutions per language with the language set as a custom field or section tag.

SupportSystem ticket tags appear in ticket metadata exports as string values. Tags migrate to Freshdesk Tags and are applied to the corresponding Ticket records via the Freshdesk Tags API (POST /tickets/{id} with tag names array). Tag-to-category mapping logic in SupportSystem is not natively representable in Freshdesk; we document the original tag taxonomy and recommend a Freshdesk Tag strategy for the admin to implement.