Migrate from Thulium to Freshdesk

Thulium Cases map directly to Freshdesk Tickets. We extract the Case identifier, status, priority, source channel, and timestamps, then insert them into Freshdesk as Ticket records. The Thulium Case ID is stored in a Freshdesk custom field for reference traceability. Case SLA metadata migrates as custom Ticket fields if Freshdesk's SLA add-on is enabled on the destination account.

Thulium CRM Contacts migrate to Freshdesk Contacts with name, email, phone, and all custom field values preserved. We resolve each Contact's Company reference and insert the Contact before Case migration so that the Freshdesk Lookup relationship is satisfied at the moment of Ticket insert. Any Contacts in Thulium without an email are flagged for admin review before import.

Thulium Companies map to Freshdesk Companies, preserving address, domain, and industry data. We resolve the Company-to-Contact linkage during migration by inserting Companies before Contacts and using Freshdesk's domain-based matching to link Contacts to their parent Company where available.

Thulium stores email, chat, and voice interactions as sub-objects inside a Case rather than as standalone records. We flatten these into Freshdesk's Conversation model during export, preserving chronological ordering and the original timestamp. Public customer-facing messages map to Freshdesk public conversations; Thulium internal notes require a custom field to store the private content since Freshdesk Notes are not structured identically.

Thulium supports nine custom field types: text, large text, email, numeric, link, list, yes/no, and date. Each type maps to an equivalent Freshdesk custom field type. For list-type fields, we build a separate list value mapping table to align Thulium list values with Freshdesk dropdown options. The scope and complexity of this type mapping step is the primary driver of scoping effort for Thulium migrations with large custom field schemas.

Thulium Agent records migrate to Freshdesk Agent user accounts, preserving name, email, role, and active/inactive status. Inactive Thulium Agents map to inactive Freshdesk agents to maintain assignee reference integrity. We match by email address and flag any Agents that do not have a corresponding Freshdesk account for admin provisioning before record import.

Files attached to Thulium Cases or Contacts migrate as Freshdesk Attachments on the corresponding Ticket or Contact record. We preserve the original filename, file size, and MIME type during upload. Attachment-to-record linkage is maintained via the Freshdesk Attachments API. If the migration includes over 5,000 attachments, we chunk the upload queue and apply retry logic to handle rate limit responses.

Thulium Tags on Cases migrate to Freshdesk Tags. We build a value-mapping table to handle any naming inconsistencies between platforms. Tags are migrated as a post-Case-import step using Freshdesk's Tag API endpoint, which supports bulk tagging by ticket ID.

Thulium's internal help content and documentation do not have a direct Freshdesk equivalent, as Freshdesk's Knowledge Base is designed for customer-facing articles with a structured help center. We extract existing internal help content as a written inventory and deliver article drafts formatted for Freshdesk's Knowledge Base structure. The customer's admin creates the Knowledge Base section in Freshdesk and populates it using the delivered drafts.

Thulium automations and macros do not migrate to Freshdesk because the rule engine models are structurally incompatible. We deliver a written inventory of every active Thulium automation and macro with its trigger conditions, actions, and recommended Freshdesk scenario automation equivalent. The customer's admin or a Freshdesk implementation partner rebuilds them post-migration.