Migrate from Trengo to Freshdesk

Trengo Conversations map to Freshdesk Tickets as the primary object translation. Each conversation's status (open, pending, closed), priority, assignee, and channel source are mapped to Freshdesk Ticket fields. The Trengo conversation ID is preserved in a custom field trengo_conversation_id__c for audit and cross-reference. Conversation-level tags from Trengo become Freshdesk ticket tags. Note that Trengo conversations carry a 7-day rolling window concept that does not exist in Freshdesk; we migrate the conversation regardless of its current window state.

Trengo Messages nested inside each Conversation map to Freshdesk Ticket Conversation entries. Inbound messages, outbound replies, and internal notes are each typed in Freshdesk's conversation structure. Trengo's internal notes become Freshdesk private notes (Note visiblity set to Internal). Attachments referenced in messages migrate as Freshdesk Ticket attachments linked to the conversation entry. Long message threads may require pagination handling on Trengo's API to capture all entries.

Trengo Contacts map directly to Freshdesk Contacts. Standard fields (name, email, phone, avatar URL) migrate 1:1. Custom contact properties from Trengo (date, boolean, multi-select) are mapped to Freshdesk custom contact fields, with type conversion applied during the transform step. Any Trengo contact tags become Freshdesk contact tags. Trengo contact IDs are preserved in a custom field trengo_contact_id__c.

Trengo channel definitions (WhatsApp, email, Instagram, Facebook, live chat, voice, SMS) are not native Freshdesk objects. We capture the originating channel on each conversation as a custom ticket field (channel_source__c) with a picklist value for each Trengo channel. This preserves the multi-channel routing context that Trengo's inbox model exposes natively.

Trengo Teams and their member assignments map to Freshdesk Groups. The team name becomes the group name, and agent memberships are mapped to Freshdesk group membership. Routing rules (which team handles which channel) do not migrate as runtime configuration; we document them as a written configuration map for the admin to re-apply in Freshdesk's routing settings.

Trengo User profiles (name, email, role, active/inactive status) map to Freshdesk Agents. The migration user resolves agents by email match against the Freshdesk destination account. Any Trengo user without a matching Freshdesk agent is placed in a reconciliation queue for the admin to provision before record import resumes. Agent permissions and role scopes are preserved in a separate permissions map document.

Trengo Help Center articles map to Freshdesk Solution Articles. Article body content, publication status, and any internal notes migrate. The Trengo article-category hierarchy maps to Freshdesk's category-folder structure within the Solutions portal. Widget associations and help center page configurations are documented as a written handoff for manual recreation in Freshdesk's Helpdesk Setup.

Trengo tags on conversations and contacts migrate as Freshdesk Tags. Tag naming conventions can collide when the same label exists in both systems but means different things, so we apply a deduplication prefix or naming map during scoping. Tags used for conversation routing in Trengo are flagged separately in the configuration map for the admin to rebuild routing rules in Freshdesk.

Trengo custom objects (used for CRM-style data attached to conversations) map to Freshdesk Custom Objects. We pre-create the destination schema in Freshdesk including all custom fields, lookup relationships to Tickets and Contacts, and validation rules before any data import. Custom object naming follows Freshdesk's API conventions. Note that Freshdesk custom objects require the Pro (Estate) tier and must be created by an admin before migration begins.