Migrate from Tikit.Info to Freshdesk

Tikit Tickets map directly to Freshdesk Tickets. We map title, description, status, priority, category, subcategory, assignee (resolved via Entra UPN to Freshdesk agent), requester (resolved via Entra UPN to Freshdesk contact), created_at, updated_at, and resolved_at timestamps. Custom ticket fields in Tikit map to Freshdesk custom fields by data type: Tikit dropdowns become Freshdesk dropdown custom fields, text fields map to text, date fields map to date. We flag any custom field with picklist values that do not have a Freshdesk equivalent and document them for admin review before migration.

Tikit Agent records (name, email, role, team assignment, license status) map to Freshdesk Agent records. The critical step is resolving each Tikit agent's Entra UPN (userPrincipalName) to a Freshdesk contact that can be elevated to an agent. We run the UPN-to-contact lookup before the ticket migration phase so that assignee fields resolve correctly. Agents flagged as inactive in Tikit are migrated as inactive Freshdesk agents with their historical ticket assignments preserved. We flag any Tikit agent whose Entra UPN does not match an existing Freshdesk user for manual provisioning.

Tikit Requesters (end users who submit tickets) map to Freshdesk Contacts. We extract display name, email address, department, and organization membership from Tikit and map these to Freshdesk contact fields. Entra-sourced identity fields (UPN, Entra object ID) are preserved in Freshdesk custom fields on the contact record so that identity linkage survives the migration and can be referenced if the organization runs Entra-integration tooling in the future. Tikit's per-agent license boundary means every Requester in Tikit is a non-licensing contact in Freshdesk, which is the expected behavior.

Tikit Teams (which map to Microsoft 365 Groups in Entra) map to Freshdesk Groups. Where Tikit uses multi-department configurations with separate workflows per team, we map each Tikit team to a Freshdesk Group and flag any team that has associated workflow routing rules that will not carry over. The customer recreates team-based routing as Freshdesk Group assignment rules post-migration.

Tikit KB articles (title, body content, category, publish status, view count) map to Freshdesk Solutions organized by category. We preserve article-to-ticket relationships by storing the original Tikit article ID in a Freshdesk custom field on the Solution so that cross-references remain discoverable after migration. The article body migrates as HTML content. We flag articles exceeding Freshdesk's size limits and handle multilingual article content if the Tikit configuration supports it.

Tikit Ticket comments migrate to Freshdesk Ticket Conversations. The comment body, author (resolved via Entra UPN to Freshdesk agent or contact), timestamp, and public/private flag map to Freshdesk body_text, user_id, created_at, and incoming (public) or note (internal) respectively. We preserve chronological ordering within each ticket by setting the Freshdesk created_at timestamp to the original Tikit comment timestamp. Private internal notes in Tikit migrate as internal notes in Freshdesk.

File attachments on Tikit tickets are downloaded from Azure blob storage and re-uploaded to Freshdesk as ticket attachments. We flag attachments exceeding Freshdesk's 15 MB per-file limit and handle filename encoding issues during re-upload. Attachment-to-ticket linkage is preserved by inserting each attachment against the migrated Freshdesk ticket ID. Inline images within ticket descriptions or comments migrate as separate Freshdesk attachments with the inline reference updated to point to the new attachment URL.

Tikit SLA definitions (response time, resolution time, business hours configuration) map to Freshdesk SLA Policies and SLA targets. SLA assignment rules in Tikit (which tickets receive which SLA based on priority, category, or department) map to Freshdesk SLA entry rules. We note where Tikit SLA conditions have no Freshdesk equivalent and document them in the configuration handoff. Business hours configuration migrates to Freshdesk Business Hours settings.

Cireson Configuration Items (assets and related services) map to Freshdesk Assets. CI relationships and attributes require custom field-level alignment because the Cireson CI data model does not have a direct Freshdesk schema equivalent. We map the CI name, type, status, and any linked tickets as Freshdesk Asset records with a custom field referencing the migrated ticket IDs. Full CI relationship graphs (parent-child CI hierarchies) are flagged for manual review during the handoff if the customer requires them in Freshdesk Assets.