Migrate from Tiflux to Freshdesk

Tiflux Tickets map 1:1 to Freshdesk Tickets. We translate Portuguese field labels (prioridade, status, categoria) to Freshdesk equivalents (priority, status, group). Requester info maps to the Freshdesk requester field, client linkage maps to the company field if the client exists in Freshdesk, and SLA timer status is noted in a custom field sla_timer_state__c for the customer's admin to reconfigure as Freshdesk SLA policies post-migration. Child ticket relationships (ticket filho) are resolved by detecting all parent_id references during the data audit, importing parent tickets first, then linking child tickets via the Freshdesk conversation or linked ticket feature.

Tiflux Client records (Clientes) map to Freshdesk Companies. The Tiflux client ID is preserved in a custom field tiflux_client_id__c on the Freshdesk Company for reconciliation. Client annotations (anotações), resource group associations, and contract links are exported as notes on the Company record because Freshdesk Companies do not have a native annotations or resource-group field. Client-level knowledge base associations migrate as Freshdesk Company custom fields.

Tiflux Contact records map to Freshdesk Contacts. Name, email, phone, and extension fields migrate directly. Tiflux Contact IDs are preserved in freshdesk_contact.tiflux_id__c for reconciliation. Where Tiflux uses a unified contact model with role tagging (tipo_contato: técnico, solicitante, fiscal), we map these to Freshdesk Contact custom fields because Freshdesk's native contact model does not include a role attribute by default.

Tiflux Contracts link Clients to service agreements and govern SLA parameters. Freshdesk does not have a native Contract object, so we create a Freshdesk Custom Object named Contract using the Custom Objects API. Contract attributes (hours included, billing terms, renewal date, SLA tier) migrate as Custom Object fields. Each Contract Custom Object is associated to the corresponding Client Company via a Freshdesk relationship. The customer's admin defines the relationship type during scoping.

Tiflux Entidades are customer-defined custom field groups attached to tickets, clients, or other objects. Each Entidade type discovered during the data audit is pre-created as a Freshdesk Custom Object before any ticket import begins. The migration sequence is: Entidade types and schemas first, then Entidade data records, then tickets that reference them. If an Entidade references another Entidade, we build the dependency graph and import in topological order. This sequencing is required because Freshdesk enforces referential integrity on Custom Object relationships during import.

Tiflux Knowledge Base articles map to Freshdesk Solutions. Article content, categorization, and client associations migrate. Tiflux article visibility rules (público, interno, cliente específico) map to Freshdesk article visibility settings (published, draft, internal). Category structure migrates to Freshdesk Categories. Article URLs change after migration to Freshdesk; we recommend setting up 301 redirects post-migration for SEO continuity. Multilingual article versions migrate as separate Freshdesk articles if the destination is configured for multilingual support.

Tiflux User records (name, email, role, permission group membership) map to Freshdesk Agent accounts. We resolve Tiflux users by email against Freshdesk Agent provisioning. Any Tiflux user without a matching Freshdesk Agent account is placed in a reconciliation queue for the customer's admin to provision before record import resumes. Tiflux permission groups do not map 1:1 to Freshdesk Agent groups, so we map the most granular role assignment and flag permission group differences in the handoff document.

Tiflux apontamento de horas records (hours logged against a ticket, with technician, date, duration, and description) map to Freshdesk Time Entries attached to the corresponding Ticket. We resolve the parent ticket reference, the agent who logged the time, and the original timestamp during import. If Freshdesk Time Entry functionality is not enabled on the customer's plan, we note this as a configuration step in the handoff document.

Tiflux Groups (Grupos) that manage resource allocation and permission scoping map to Freshdesk Groups. Group membership (agents assigned to groups) migrates to Freshdesk Group membership. Destination permission models vary significantly from Tiflux's permission group model, so we map group names and flag permission scope differences in the handoff document for the customer's admin to resolve.

Files attached to Tiflux tickets at creation or within conversation threads migrate to Freshdesk Ticket Attachments. We export attachment URLs and metadata from Tiflux and upload to Freshdesk during the ticket conversation phase. Locally hosted files transfer as attachments if the destination supports the same format. Inline images in Knowledge Base articles transfer as separate attachment records linked to the article. Video file references (YouTube, Vimeo) migrate as URL links rather than embedded files.