Migrate from SympoQ to Freshdesk

SympoQ Agents map to Freshdesk Agents. We resolve by email match and preserve role (Admin, Agent) as the Freshdesk agent profile. Role-based access control from SympoQ translates to Freshdesk profile permissions. Queue assignments from SympoQ become Freshdesk group memberships, which we configure alongside agent provisioning. If a SympoQ Agent lacks Admin permissions, the migration API user must still be elevated to Admin to access all queues; we flag this gap during scoping.

SympoQ shared queues map to Freshdesk Groups. Each SympoQ queue maps to one Freshdesk Group with the same name and agent membership list. We import queue members as group agents, preserving which agents can access which tickets. Tickets are assigned to the target Group ID during import so that ticket ownership maps correctly in Freshdesk's routing model.

SympoQ Customers map to Freshdesk Contacts, and any domain-extracted company data maps to Freshdesk Companies. If a SympoQ customer record contains a domain field, we create a Freshdesk Company and link the Contact to it. Bulk import of customers is a Premium-tier feature in SympoQ; we handle the API-level mapping regardless of source tier. Duplicate detection in Freshdesk uses email as the unique key.

SympoQ Tickets map directly to Freshdesk Tickets. We preserve ticket status (Open, Pending, Resolved, Closed), priority (Low, Medium, High, Urgent), assignee, group assignment, and custom fields. Conversation entries (email thread replies) migrate as Freshdesk conversation records linked to the ticket, preserving original message ordering and timestamps. Attachment references migrate as Freshdesk attachment URLs. Status and priority value labels are mapped to Freshdesk's ticket status and priority enums during the transform phase.

SympoQ Knowledgebase Articles export to CSV natively, and we map them into Freshdesk Solutions. Article title, body, category, and metadata migrate. SympoQ article categories map to Freshdesk folder or category structure where possible. We inspect the CSV during data profiling and flag any articles where body formatting was stripped during SympoQ's export. Formatting-sensitive articles are noted for manual post-migration review or an alternative direct screen-scrape export.

SympoQ custom ticket fields and update fields map as Freshdesk ticket_fields. We create the equivalent Freshdesk custom field (with correct type: dropdown, text, checkbox, date, number) before ticket import begins. The SympoQ field name and available choices are preserved as the field label and options in Freshdesk. Custom field values are written to Freshdesk as part of the ticket import payload.

SympoQ custom submission forms define how customers create tickets. We export form field definitions including field type, label, and required/optional status. Freshdesk does not have a native form object equivalent, so form layouts and conditional logic require manual rebuild in Freshdesk. We deliver a structured document listing each form field and its Freshdesk equivalent so the customer's admin can recreate the form in Freshdesk's portal settings.

SympoQ email templates are stored as settings and retrieved via the Settings API. We map template names, subject lines, body content, and variable placeholders. Rich formatting (HTML) and conditional logic are documented as-is and noted as requiring Freshdesk template rebuild. We do not write email template code to Freshdesk because formatting differences between platforms make automated migration unreliable.

SympoQ's embedded web widget configuration (domain mapping, blank-label options, portal URL) is a Settings-level export. Freshdesk has its own widget and portal configuration with a different schema. We document the source widget settings and deliver a written reference for the customer's admin to configure the equivalent Freshdesk portal and support widget post-migration.