Migrate from TeamSupport to Freshdesk

TeamSupport Tickets migrate 1:1 to Freshdesk Tickets with all standard fields (ticket number, subject, description, status, priority, type, source channel) preserved. Custom fields on tickets are mapped via a pre-validated value-mapping table created during discovery. Ticket history and thread chronology are preserved by maintaining conversation order. The original TeamSupport ticket ID is stored in a custom field for historical reference.

TeamSupport Users (agents) require manual pre-creation in Freshdesk before migration because TeamSupport does not expose agent creation via API. We require exact name and email matches between the pre-created Freshdesk agents and the source TeamSupport User records. Agent IDs are mapped during import via email-based lookup. The System Admin checkbox must be checked on Freshdesk agent profiles during pre-creation to allow the migration write operations.

TeamSupport Groups cannot be created via API and must be manually pre-created in Freshdesk with exact name matches before migration begins. We preserve group-to-ticket associations by mapping TeamSupport Group names to Freshdesk Group names during ticket import. If group names do not match, tickets will be imported without group assignment and will require manual remediation.

TeamSupport Customers migrate directly to Freshdesk Contacts. Name, email, phone, company, and custom fields transfer 1:1. We perform email-based duplicate detection during import to avoid creating duplicate Contact records. Company association migrates as a lookup to the Freshdesk Company record.

TeamSupport Company records migrate to Freshdesk Companies. Company name, domain, address, and custom fields transfer directly. Company-to-ticket linkage is preserved via Freshdesk's ticket requester and company lookup fields. We create Companies before Contacts so the lookup relationship is satisfied at Contact insert time.

TeamSupport Products migrate to Freshdesk Products as a flat catalog. Product name, product code, description, and custom fields transfer 1:1. Freshdesk Products do not have a native version sub-object, so Product Versions are handled via a custom field ts_version__c on the Freshdesk Product record or via a tag-based approach depending on customer preference during scoping.

TeamSupport Product Versions are associated with Products and tickets for B2B context. Since Freshdesk Products do not support version hierarchies natively, we migrate version data to a custom text or dropdown field (ts_version__c) on the Freshdesk Product or Ticket, preserving the product-to-version relationship for product-specific bug tracking and incident triage.

TeamSupport Product Lines group related Products and are referenced by both Products and Tickets. Freshdesk does not have a native Product Line object. We migrate Product Line hierarchy to Freshdesk tags on Products and Tickets, using a naming convention (e.g., ProductLine.ProductName) to preserve the parent-child relationship.

TeamSupport supports custom fields on Tickets, Users, Products, Product Versions, Product Lines, and Inventory Assets. We export all custom field definitions during discovery and create equivalent Freshdesk custom fields (with matching types: text, dropdown, number, date, checkbox) before import. Dropdown values require explicit mapping: picklist options in TeamSupport must exist as Freshdesk picklist values or be set to a default, or unmapped values default to null.

TeamSupport KB articles and categories migrate to Freshdesk Solutions with category hierarchy preserved. Freshdesk Guide must be active on the destination account; if Guide is not enabled, the migration tool cannot write Solutions. Article-to-category assignments, article visibility settings, and article status all map. We validate Guide availability before initiating the Knowledge Base phase.

Internal notes, public replies, and public announcements on TeamSupport tickets migrate to Freshdesk ticket conversations in chronological order. Agent versus customer authorship is flagged so Freshdesk applies the correct display logic (agent reply vs. requester reply). Attachments embedded in conversations are extracted and re-uploaded as Freshdesk ticket attachments with original filenames preserved.

TeamSupport ticket attachments migrate via API download-and-reupload. TeamSupport does not expose a bulk-attachment export endpoint, so we download each file individually and upload to Freshdesk. For accounts with thousands of attachments, we chunk batches and implement retry logic with exponential backoff to handle rate limits. Files over 50MB may require direct file-transfer coordination with the customer.