Migrate from TOPdesk to Freshdesk

TOPdesk incident Calls map directly to Freshdesk Tickets. We set the Freshdesk Type field based on the TOPdesk call entry channel: phone calls route to Phone type, portal submissions to Email or Others depending on the channel ID, and chat sessions to Chat type. Priority, status, and operator assignment migrate as typed Freshdesk fields. Custom fields on the TOPdesk call are mapped to Freshdesk custom fields on the Ticket object.

TOPdesk service request Calls map to Freshdesk Tickets with Type set to Others. Service requests typically carry additional custom fields for request category, approval status, and SLA tier. We preserve the full custom field schema and map requester and operator assignments to Freshdesk Requester and Agent fields respectively.

TOPdesk Changes do not have a direct Freshdesk equivalent. Freshdesk Problems are designed for known-error documentation rather than change activity tracking. We recommend a custom object named Change with fields for change type (Simple, Extensive, RFC), status, priority, affected CI, risk level, and planned start/end dates. Activity templates from TOPdesk (status=1 vs authorization templates status=2) are documented in the rebuild inventory rather than migrated as records.

TOPdesk Person records (requesters who submit calls) map to Freshdesk Contacts. Name, email, phone, department, and location fields migrate directly. We use the Person email as the dedupe key during import. Custom fields on the Person record are mapped to Freshdesk Contact custom fields. Person records with no email address are flagged for admin review before migration proceeds.

TOPdesk Operators (agents who handle calls) map to Freshdesk Agents. We extract the operator's email, name, group membership, and role. Operator groups map to Freshdesk Groups, and operator permissions map to Freshdesk Roles. The Freshdesk agent account must be provisioned before ticket import so that OwnerId references resolve correctly. We resolve each operator by email match against Freshdesk agents created during setup.

TOPdesk assets exist in a hierarchical model where hardware can link to software, licences, and network components simultaneously. Freshdesk's asset model supports a flat list with an optional parent link. For simple hierarchies (one level of child assets), we use Freshdesk's native parent_asset_id field. For multi-level hierarchies, we recommend splitting into a Freshdesk Asset record for the primary item and child items stored in a custom object with a parent lookup, preserving the full dependency chain.

TOPdesk allows up to five freely definable object types with custom fields, used for department-specific entities not covered by the standard schema. Freshdesk's Custom Objects API supports arbitrary schemas with typed fields, lookups, and relationships. We map each FreeXObject to a named Freshdesk custom object, preserving field types and custom field definitions. The customer chooses the custom object display name during scoping.

TOPdesk Known Error Cards store a problem cause and a linked workaround or resolution. They map to Freshdesk Problems with the workaround text stored in the Description or a custom field. The Problem is linked to the affected Configuration Item (asset) via the Freshdesk asset lookup. We preserve the original TOPdesk problem cause, the error reference, and the workaround text.

TOPdesk Configuration Items store IT infrastructure components linked to calls and changes. Freshdesk's Asset object serves this purpose, but CIs with complex relationships (multiple linked assets, locations, financial data) may require a custom object with lookups to the Asset record. We scope the CI complexity during discovery and recommend the appropriate target model per customer.