Migrate from TeamDynamix IT Service Management to Freshdesk

TeamDynamix Tickets map directly to Freshdesk Tickets. Standard fields (status, priority, assignee, created date, updated date) transfer to their Freshdesk equivalents. Custom Attributes on the ticket attach as Freshdesk custom ticket fields, with choice-list attributes requiring explicit recreation in Freshdesk's custom fields editor before migration. Ticket external ID is preserved as a reference field for reconciliation. TeamDynamix ticket forms and workflows are documented for admin rebuild; they do not migrate as functional code.

TeamDynamix KB articles are HTML content blocks with category assignments and optional service associations. We extract article HTML, metadata (author, creation date, last modified), and category path as a structured payload. Articles import to Freshdesk as Solution articles with the HTML content mapped to the article description. Category hierarchy in TeamDynamix (which can be deeply nested) may require flattening into Freshdesk's folder structure; we document the hierarchy mapping and apply it during import. Article-to-service associations are noted as tags or category assignments in Freshdesk for admin review.

TeamDynamix KB categories form a hierarchical tree. Freshdesk uses flat folders organized within the Knowledge Base section. We map the deepest-level category in TeamDynamix to a Freshdesk folder name, noting that parent categories in the hierarchy are either absorbed into the folder name or documented as a separate categorization system. Deep nesting beyond two levels requires administrative decision on consolidation during migration.

TeamDynamix Services represent published portal offerings linked to ticket forms, request workflows, and KB articles. Freshdesk does not have a native Service Catalog equivalent. We map active Services to Freshdesk Solution categories or Solution article tags, preserving the service name and linking articles that were associated with the service in TeamDynamix. The customer's admin evaluates whether to use Freshdesk's Products module as a lightweight service inventory substitute.

TeamDynamix User and Agent accounts, including role assignments and group memberships, map to Freshdesk Agents. We match by email address. Group memberships in TeamDynamix map to Freshdesk Groups. Role assignments (Agent, Requester, Admin) are translated to Freshdesk's agent permission levels. Passwords and SSO tokens cannot be migrated; agents must reset credentials post-migration. Inactive TeamDynamix users require admin decision on whether to create inactive agents in Freshdesk for historical record association.

TeamDynamix Requester records (end users who submit tickets) map to Freshdesk Contacts. Email, name, phone, and company associations transfer directly. Custom Attributes attached to requester records map to Freshdesk custom contact fields with choice-list recreation. Company associations in TeamDynamix map to Freshdesk Companies where the customer uses the company model.

TeamDynamix Organizations/Companies map to Freshdesk Companies. Company name, domain, address, and custom fields transfer directly. The domain field in TeamDynamix becomes the Freshdesk Company domain field for dedupe matching. Freshdesk's company model is optional and enabled per account; we configure it during setup if the customer uses organization-level ticket routing.

TeamDynamix Assets (hardware and software inventory, discovered or manually added) and Configuration Items with their relationship mappings transfer to Freshdesk Assets. Asset name, type, serial number, purchase date, and custom attributes map to Freshdesk Asset fields. CI relationships between assets (dependency mappings) are preserved as Freshdesk Asset relationship records. Note that Freshdesk's asset management is available on the Growth plan and above; we confirm the destination plan during scoping.

TeamDynamix Custom Attributes (typed fields: text, number, choice, date, user reference) attach to Tickets, Services, and other objects. We map these field-by-field to Freshdesk custom fields, matching the field type to Freshdesk's supported custom field types (text, number, date, dropdown, checkbox, paragraph). Choice-list attributes require explicit recreation in Freshdesk's field editor with the same option values before migration runs, because Freshdesk does not accept arbitrary dropdown values that do not exist in the field definition.

TeamDynamix PPM project records include project metadata, governance status, time tracking, and task lists. Freshdesk does not have a native PPM module. We extract project records as a custom object (available on Growth and above plans) or as grouped task records with a project identifier tag. Project time entries map to task notes or custom fields. The customer selects the approach during scoping based on their Freshdesk plan.