Migrate from Tender Support to Freshdesk

Tender Support Tickets map directly to Freshdesk Tickets via the Freshdesk Tickets API. The Tender subject becomes the Freshdesk subject, body becomes the description, and status values (open, pending, resolved, closed) map to Freshdesk ticket_status values (2=Open, 3=Pending, 4=Resolved, 5=Closed). Full conversation threads migrate as Conversation records attached to the parent Ticket. We resolve agent assignments using email-based lookup against Freshdesk agent accounts provisioned before ticket import begins.

Tender Support Customer records map to Freshdesk Contacts. The customer's email address is the primary identifier and dedupe key. Name, phone, and any metadata custom fields migrate to Freshdesk Contact fields. If the customer uses Tender Support company linking, we map to Freshdesk Company records and link the Contact to the Company via the company_id field. Contacts without a company link import as standalone Contact records.

Tender Support Agents map to Freshdesk Agents by email match. We provision Freshdesk agent accounts before ticket import so that the agent_id reference on each ticket resolves at migration time. Agents without a matching Freshdesk account go to a reconciliation queue. Group memberships in Tender Support map to Freshdesk Groups, and we assign agents to the corresponding Groups during provisioning.

Tender Support's flat Label vocabulary maps to Freshdesk Tags. Label sprawl is common in Tender Support sites with dozens of overlapping labels. We deduplicate the label set during mapping: semantically identical labels (case variants, singular/plural forms, misspellings) merge into a single Freshdesk tag. We deliver a label-to-tag mapping document so the customer's admin can audit which labels were combined. Tags are applied to Tickets via the Freshdesk Tags API after ticket creation.

Tender Support attachments are referenced by URL in the export. We download each file to local storage, verify content type and size, and re-upload to the Freshdesk ticket conversation using the Freshdesk Attachments API. Original filenames and MIME types are preserved. Attachments exceeding Freshdesk's 25 MB limit are flagged for the customer to handle manually or store externally.

Tender Support custom fields per ticket are discovered during scoping, and the field types are inferred from the export data (text, number, date, dropdown). We create matching Freshdesk Ticket Fields via the Freshdesk Field API before migration begins. Dropdown-style Tender fields with finite value sets become Freshdesk dropdown fields with the same option list. Custom field values migrate as part of the ticket import payload.

Messages marked as internal notes in Tender Support migrate to Freshdesk Conversation records with type=notes. We inspect the export for a message_type or visibility column to identify internal notes. If the Tender Support export does not carry an explicit internal/external flag, we flag affected records for manual review before committing the import. We do not apply a default-internal rule because misclassified notes sent to customers are a data integrity risk.

Tender Support does not include SLA tracking. No SLA data exists to migrate. If the customer requires SLA management in Freshdesk, we document the SLA Policies that should be configured post-migration (first-response and resolution targets by priority or channel) as part of the post-migration handoff.