Migrate from Tikit to Freshdesk

Tikit Tickets map directly to Freshdesk Tickets. We extract subject, description, status, priority, category, requester, assigned agent, and full conversation history including internal notes and public replies. Tikit's status and priority enums map to Freshdesk's ticket_status and priority fields. Custom ticket fields migrate as Freshdesk custom ticket fields, which are available from Growth tier onward.

Tikit Agents (licensed seats) map to Freshdesk Agents. We export agent profiles, display names, email addresses, group assignments, and skill mappings. Tikit agent group memberships map to Freshdesk Groups. Note that Tikit's named-seat model differs from Freshdesk's per-agent model, so agent count scoping during pre-migration planning is required to align with the target Freshdesk plan tier.

Tikit End Users (unlicensable ticket submitters) map to Freshdesk Contacts. We export display name, email address, phone number, and any custom profile fields. Entra ID-linked profile properties (job title, department) that reference Microsoft's directory service require re-linkage to Freshdesk's internal contact fields or a directory sync integration after migration. Teams presence data does not migrate.

Tikit Departments control ticket routing, portal visibility, and SLA assignments. We export department structures and their associated queues, then map them to Freshdesk Groups. Group-level SLA policies in Tikit map to Freshdesk Business Hours and SLA policies configured on the Groups object. Multi-department portal separation in Tikit maps to Freshdesk's product and portal segmentation features.

Tikit KB Articles (title, body content, category, and publish status) map to Freshdesk Solutions. We preserve article text, category assignments, and status flags. Freshdesk Solutions support article aging and review scheduling. KB article attachments stored within Tikit's managed storage migrate as Freshdesk article attachments; external SharePoint or OneDrive URLs are preserved as references but must be verified for access continuity after cutover.

Tikit article categorization structures migrate 1:1 to Freshdesk Solution Categories. Category hierarchy depth is preserved. If the destination enforces a flat structure, we flatten the hierarchy and document the original nesting in a category_description field so your team can reorganize manually post-migration if needed.

SLA definitions tied to ticket priority and department are migrated as configuration data. Tikit's First Response and Resolution time definitions map to Freshdesk's First Response and Resolution SLA entries. SLA metric naming differs between platforms: Tikit uses First Contact Resolution, Freshdesk uses Resolution. We document the mapping in the SLA configuration summary delivered with migration scope.

Ticket and KB Article attachments stored within Tikit's managed storage migrate as Freshdesk attachments. Attachments linked via external URLs (SharePoint, OneDrive, third-party URLs) are preserved as URL references in a custom ticket field. We document all external attachment sources during the pre-migration audit so your team can verify access continuity before the cutover date. Total attachment volume and file type distribution affect migration timeline.

Tikit ticket and article tags migrate as Freshdesk Tags. Tag associations are preserved on both ticket and article objects. Freshdesk's tag model is flat, so if Tikit uses a hierarchical tag taxonomy, we flatten it to a comma-separated string and document the original structure in the tag inventory deliverable.

Tikit asset records (device name, type, assigned user, Intune device properties) export as structured data. Freshdesk's base platform does not include a native IT asset management module; organizations needing asset tracking typically add Freshservice (Freshworks' ITSM product) or a marketplace asset management app. We export asset data as a structured CSV and include it in the deliverables, mapping device records to either Freshdesk custom fields on the Contact object or to Freshservice Assets depending on your chosen destination.