Migrate from Teamwork Desk to Freshdesk

Teamwork Desk Customers map to Freshdesk Contacts. Where a Teamwork Customer has a non-empty company field, we create a Freshdesk Company record first, then link the Contact via the company_id lookup. Spam-marked customers are excluded from Teamwork's native export per Teamwork's own behavior; we replicate this exclusion. Freshdesk requires at least 10 existing tickets before a contact import succeeds; we ensure ticket data is seeded or we use the API contact creation path to bypass this CSV-only requirement.

Teamwork Desk Tickets map directly to Freshdesk Ticket records. The ticket status (open, pending, resolved, closed), priority (low, medium, high, urgent), and type (question, incident, problem, feature request) map to Freshdesk's equivalent enums. Message thread history migrates as conversation records ordered by timestamp. Internal notes from Teamwork migrate as Freshdesk public notes or private notes depending on the visibility flag. Agent assignments resolve by email match to Freshdesk agents.

Teamwork Desk Agents map to Freshdesk Agents by email address. Active agents migrate with their name and email; inactive agents migrate as deactivated Freshdesk agents so that ticket assignment history is preserved. Teamwork role groups (admin, agent) map to Freshdesk agents with the corresponding permission level set. Group membership migrates to Freshdesk groups and the agent-to-group assignments.

Teamwork Desk Inboxes define routing channels for incoming email. We document every inbox, its email address, forwarding rules, and agent assignment. Freshdesk mailboxes serve the same routing function, but inbox-to-agent assignment must be reconfigured in Freshdesk post-migration. We provide a routing matrix table listing each source inbox, its channel type, assigned agents, and the recommended Freshdesk inbox configuration.

Teamwork Helpdocs export with article content, category associations, and publication status. The Teamwork category hierarchy (top-level categories with subcategories) does not map directly to Freshdesk's folder-section structure. We export the full category path and recreate it as a Freshdesk folder tree with articles assigned to the corresponding section. Article attachments download from Teamwork and re-upload to Freshdesk. We flag any article with broken image links for review.

Teamwork Helpdocs Categories have a two-level hierarchy (category and subcategory). Freshdesk Solutions uses Folders and Sections. We preserve the hierarchy by creating a Freshdesk Folder for each top-level Teamwork category and a Section for each subcategory. The resulting folder-section path is documented in the migration map so your admin can verify the structure post-migration.

Teamwork Desk tags migrate to Freshdesk tags as-is. Tag vocabulary is preserved so that ticket filtering, reporting, and automation rules that rely on tag names continue to function in Freshdesk. We note any tag that contains characters not supported by Freshdesk's tag format and flag for renaming.

Custom fields on Teamwork Desk (available only on Premium at $36.75/user and Enterprise) are explicitly enumerated during scoping. Dropdown, text, date, and number field types map to Freshdesk's corresponding custom field types. We pre-create each custom field in Freshdesk before the data migration phase so that field values land in the correct properties. If a Teamwork custom field has no Freshdesk equivalent, we document it as a field requiring manual data entry post-migration.

Time entries logged against tickets in Teamwork Desk Pro and above export as separate line items with ticket reference, agent, duration, and billable flag. Freshdesk supports time tracking on Pro and above via the Timesheets module. We export time entries as a structured batch and create Freshdesk Time Entries linked to the corresponding ticket. If the destination Freshdesk account is on Sprout or Growth (without the Timesheets module), we export time entries as a CSV report rather than creating in-system records.