Migrate from Tidio to Freshdesk

Tidio Contacts with name, email, phone, and location map directly to Freshdesk Contacts. Custom Contact Properties require pre-creation as custom fields in Freshdesk Admin before import, with field types matched (text, number, date, dropdown). We extract the full property schema from Tidio and generate the corresponding Freshdesk field definitions as part of the pre-migration setup phase. Tags attached to contacts migrate as comma-separated tag values attached to Freshdesk contact fields.

Tidio Conversations (both open and resolved threads) map to Freshdesk Tickets. The channel origin (chat, email, WhatsApp, Messenger, Instagram) populates Freshdesk's Ticket source field. Assigned agent maps to Freshdesk agent. Pre-chat and post-chat messages become ticket conversations in Freshdesk. Status (open, resolved, closed) maps to Freshdesk Ticket status values. We preserve the full message timeline with timestamps and author attribution.

Tidio operators map to Freshdesk Agents by email match. On Tidio Growth and Plus plans, role and department assignments are available and migrate to Freshdesk agent groups and roles. Starter-plan accounts have no role data to migrate because Tidio assigns all Starter users admin status with no granular permissions. We flag any operator record missing a role assignment for manual configuration at Freshdesk.

Tidio Departments (available on Plus plan) map to Freshdesk Groups. Agent-to-department assignments migrate as group membership in Freshdesk. If a Tidio department has no equivalent group in Freshdesk, we create the group before migration and assign the agents. Department-based routing rules are documented as a written configuration guide for Freshdesk admin.

Tidio channel connections (email addresses, WhatsApp number, Messenger page, Instagram account) store platform-specific tokens and webhook URLs. We export the channel list and connection metadata as a structured document so your Freshdesk admin can re-authorize each channel in Freshdesk's Channels section. Channel history (messages received before re-authorization) is preserved in the conversation migration; only new incoming messages require reconnection.

Tidio tags are flat string labels applied to contacts. We export the complete tag list and attach each tag to the corresponding Freshdesk Contact record. Freshdesk supports multiple tags per contact. Tag naming conventions are preserved as-is. If the same tag appears on both a contact and its conversation history, we attach the tag to both records for cross-object filtering in Freshdesk.

Tidio custom contact properties must be pre-defined in Freshdesk before any contact data imports. We extract the property name, data type, and any validation constraints from Tidio and generate a Freshdesk custom field creation manifest. Field order, display labels, and placeholder values are preserved. Dropdown properties in Tidio become dropdown custom fields in Freshdesk with the same option values.

Lyro Q&A pairs, imported Help Center articles, Shopify product data, and web page crawls are stored in Tidio's proprietary AI infrastructure with no export API. We cannot migrate Lyro knowledge bases to Freshdesk. During scoping, we enumerate which data sources were connected (by name, source type, and last sync date) and document this as a written handoff so your team knows which content to re-upload and retrain in Freshdesk's Freddy AI or Knowledge Base manually.

Tidio Flows are built in a visual drag-and-drop builder with no API representation. We cannot export Flow logic programmatically. We enumerate all active Flows by name, trigger type, block count, and step description as a structured JSON manifest. This document lets your team rebuild Flows as Freshdesk Automation Rules or Freddy AI rules manually. This is the most common migration surprise for Tidio customers and is handled as a documented scope item before migration begins.