Migrate from Track-It! to Freshdesk

Track-It! ticket headers, descriptions, resolutions, priority levels, and status values map directly to Freshdesk ticket fields. We extract from HDTickets and HDTicketHistory for full audit trail, which migrates as conversation notes in Freshdesk. Freshdesk's Status field (Open, Pending, Resolved, Closed) maps from Track-It!'s status枚举; resolution date maps to Freshdesk's closed_at timestamp.

Track-It! Assets stored in the Assets table with ConfigItems and AssetRelations migrate to Freshdesk Assets. The asset name, serial number, purchase date, and assigned user map to Freshdesk's corresponding fields. Track-It!'s CI classification hierarchy (if used) maps to Freshdesk's asset type and product_id.

HDUsers and HDGroups define technician profiles and group assignments in Track-It!. We extract owner assignments on tickets and resolve them by email against Freshdesk agents. Group memberships map to Freshdesk Teams. If a Track-It! technician does not have a corresponding Freshdesk agent account, we create them as inactive agents during migration and flag for the admin to activate.

Track-It! ChangeRequests contain lifecycle stages, approval routing, risk assessment fields, and linked CIs. Freshdesk does not have a native change management object in the standard help desk tier. We map ChangeRequests to Freshdesk ticket records with custom fields capturing the CR number, risk level, and approval status. If the customer uses Freshservice (the ITSM tier), ChangeRequests map to Freshservice Change records.

Track-It! KB articles stored in the dedicated module table migrate to Freshdesk Knowledge Base with article body, category assignments, and tag relations. We have seen Freshdesk's native import tool duplicate KB articles in prior migrations — we validate article counts post-migration and deduplicate if needed. Category hierarchy from Track-It! maps to Freshdesk folder structure.

Track-It! attachments stored as BLOBs in the database or as file-store references are extracted to a file package and associated with the parent ticket or asset record in Freshdesk via the Freshdesk Attachments API. Freshdesk plan-level file size limits (10-50 MB depending on tier) apply. We batch attachment uploads and handle the parent ticket ID resolution during the write phase.

Every Track-It! installation has unique custom fields appended as columns to module tables. We run a full schema inventory query across all module tables during discovery to capture every custom column name and inferred data type. These map to Freshdesk custom ticket fields (text, dropdown, date, checkbox, number) created before migration. Picklist values from Track-It! dropdowns map to Freshdesk dropdown options.

SLA definitions and timer configurations stored in Track-It!'s system-configuration tables extract as SLA policy rules. We map SLA-to-priority mappings so that Freshdesk SLA policies can be configured with equivalent response and resolution time windows. Freshdesk's SLA policies attach to tickets via ticket type or priority, which we configure during migration setup.

Business Configuration Management (BCM) linkage records that relate assets to tracked items and maintain CI relationship graphs have no equivalent in Freshdesk. These linkage records are BMC-specific and do not survive migration to a non-BMC destination. We run a pre-migration query to enumerate every BCM-linked record, surface the full list to the customer, and document the relationships for manual recreation in Freshdesk or acceptance as a known gap.