Migrate from TriActive to Freshdesk

Discovery and export capability confirmation

We request sample data exports from TriActive covering tickets, customers, companies, agents, teams, conversations, and any KB content. We confirm with the customer whether TriActive vendor support can assist with bulk exports and verify the platform's current operational status. We inventory record counts, identify custom field configurations visible in the exports, and assess attachment storage mechanisms. The discovery output is a written migration scope with confirmed record counts and a schema map derived from the sample exports.

Freshdesk plan and schema preparation

We recommend a Freshdesk plan tier (Growth at $19/agent/mo, Pro at $55/agent/mo, or Enterprise at $89/agent/mo) based on the customer's agent count, custom field requirements, and whether Custom Objects are needed. We configure the Freshdesk destination: create Groups from TriActive team structures, set up Contact and Organization fields matching the confirmed source schema, configure custom fields for any TriActive custom ticket fields, and prepare the KB structure for article and category migration. All automations are documented and disabled before any data is written.

Manual export coordination and data validation

We guide the customer through TriActive's built-in export functionality to extract all record types. We validate the exported data against the discovered schema: record counts, field presence, date formats, and relationship references. We flag any records with missing required fields, orphaned relationships, or attachment references that cannot be resolved. This validation step prevents import failures in Freshdesk and produces a clean dataset ready for transformation.

Data transformation and Freshdesk import

We transform the TriActive export data to match Freshdesk's object schema. Contacts are created before Organizations to satisfy lookups. Agents are mapped to Freshdesk users by email match. Tickets are created with conversation threads as child records, and attachments are linked by filename reference or binary write. Custom ticket fields are written as supplementary columns on each ticket. The original TriActive ticket ID is preserved in a custom field for audit purposes.

Sandbox validation and reconciliation

For migrations exceeding 5,000 records or involving custom fields, we run a full migration into a Freshdesk Sandbox to validate mapping accuracy. The customer's admin reviews record counts, spot-checks 25-50 random tickets against the TriActive source, and confirms that conversation threads, attachments, and agent assignments are intact. Any mapping corrections are applied to the transformation logic before production migration begins.

Production cutover and automation handoff

We freeze TriActive writes during cutover, run a final delta migration of any records modified during the migration window, then enable Freshdesk as the system of record. We deliver a written inventory of Freshdesk automations, triggers, and routing rules that require rebuild in the Admin panel. We support a brief hypercare window to resolve any reconciliation issues reported by the support team. Workflows, automations, and reporting configurations do not migrate as code; they are documented for the customer's admin to rebuild.