Migrate from Tele-Support HelpDesk to Freshdesk

Tele-Support HelpDesk ticket records (status, priority, assignee, created_at, updated_at, custom fields) map directly to Freshdesk Ticket. The src ticket id does not persist as the dst ticket id — Freshdesk assigns a new numeric ticket ID on import. We preserve the original Tele-Support HelpDesk ticket ID in a custom field ts_ticket_id__c so that customer admins can cross-reference source records without relying on ID parity.

Tele-Support HelpDesk customer profiles (name, email, phone, company association, RMA history, custom properties) map to Freshdesk Contact. Email address is used as the dedupe key. The RMA history stored in Tele-Support HelpDesk custom properties migrates as text or custom field data in Freshdesk; teams requiring a structured RMA workflow in Freshdesk should consider the Freshdesk Marketplace RMA apps post-migration.

Tele-Support HelpDesk Company records (name, domain, custom properties, contact count) map to Freshdesk Organization. The company-to-contact linkage is preserved via Freshdesk's Contact-Organization lookup. We create the Organization in Freshdesk before Contact import so that the OrganizationId reference is satisfied at the moment of Contact insert.

Tele-Support HelpDesk agent profiles (name, email, role, team) map to Freshdesk Agents by email match. The mapping is a lookup: the agent must have an active Freshdesk account before we can assign tickets. Any Tele-Support HelpDesk agent without a matching Freshdesk account is placed in a reconciliation queue for the customer's admin to provision before record import resumes.

Tele-Support HelpDesk Teams (name, agent membership, routing configuration) map to Freshdesk Groups. Team names are preserved as Group names. Agent membership is mapped by email resolution against the Freshdesk User table. If the destination Freshdesk account uses the Freshdesk Omni plan with department-level routing, we map Teams to Departments and assign Group membership as a secondary routing attribute.

Tele-Support HelpDesk ticket conversations (customer messages, internal notes, attachments per ticket) map to Freshdesk Conversation records. Message ordering is preserved by created_at timestamp. Public customer-facing replies become Freshdesk Conversation entries with type reply; agent internal notes become Freshdesk Conversation entries with type note. Attachments embedded inline in ticket replies migrate as separate Freshdesk Attachment records linked to the Conversation.

Binary file attachments associated with tickets migrate as Freshdesk Attachment records with original filenames and MIME types preserved. Inline images embedded in ticket replies are extracted as separate Attachment records. Attachment migration significantly extends migration duration; we present a 'Skip Attachments' option during scoping for teams that want to reduce migration time and handle attachments as a separate post-migration step.

Tele-Support HelpDesk flat label tags applied to tickets, customers, and companies migrate to Freshdesk Tags. Tag names are preserved as strings. Tag counts are preserved for reporting continuity. We do not restructure or consolidate tags during migration; if the customer wants a tag cleanup, that is a pre-migration data-quality step we can coordinate during scoping.

Tele-Support HelpDesk KB articles (sections, categories, body content, publication status, view counts) map to Freshdesk Solutions with folder hierarchy preserved as Folder and Category nesting. Article body HTML migrates directly. Publication status maps to Freshdesk Article status (Published, Draft, Archived). View counts migrate to Freshdesk article statistics fields where the target API supports them. We flag any article with broken internal links for manual review post-migration.

Tele-Support HelpDesk custom ticket field schema (text, numeric, dropdown, date) is extracted per-account before migration begins. Each custom field must be pre-created in Freshdesk admin at Settings > Ticket Fields with a matching field type before data import. We include an explicit custom-field mapping step in every scoping call and do not assume field-name parity. Dropdown values in Tele-Support HelpDesk map to Freshdesk Dropdown options by label match.