Migrate from Trouble Ticket Express to Freshdesk

TTX Tickets map directly to Freshdesk Tickets. We extract the ticket ID, status (new/open/on hold/solved/closed), priority, owner operator, department, subject, creation timestamp, last-modified timestamp, and any resolution notes. TTX status values (new, open, solved) map to Freshdesk status values (open, pending, resolved, closed). Note: Freshdesk assigns a new numeric ticket ID; the original TTX ticket ID is preserved in a custom field ttx_original_id__c for audit and cross-reference. We run a delta pass after the main migration window closes to capture tickets created or updated during cutover.

TTX Messages embedded within each Ticket represent the chronological thread between customer and operator. We map each message to a Freshdesk Conversation record with the author type (customer/operator), body text, timestamp, and any inline attachment references. The thread order is preserved by the conversation creation timestamp. Agent replies become outgoing Freshdesk conversations; customer replies become incoming conversations.

TTX customers (email-addressed submitters captured on ticket forms) map to Freshdesk Contacts. We extract the user database alongside tickets and map name, email, phone, and any custom fields to Freshdesk Contact fields. On plain-text TTX editions, the user database is a flat text file; we parse it and deduplicate by email address before inserting into Freshdesk. The Freshdesk Contact unique identifier is the email address.

TTX operators are service desk staff with ticket ownership and assignment capabilities. We export operator records and map them to Freshdesk Agents, preserving the operator's display name, email, and department assignment. TTX department assignments map to Freshdesk Groups, and the operator's department becomes their primary Group membership. We hold any operator with no email address for admin reconciliation because Freshdesk Agents require an email.

TTX tickets and operators carry department assignments. We extract all department names from the backup archive and create corresponding Freshdesk Groups. Group membership is set for each Agent during the Agent import phase. Note: small plain-text TTX editions may not have a formal department table; in those cases we default all agents and tickets to a single 'Support' Group.

TTX custom fields declared with the x- prefix appear in message bodies in all editions and may also be stored as structured database columns if the Layout Designer module is installed. We run a two-pass extraction: structured parse for database columns (if Layout Designer is present) plus body-text regex extraction for any fields that exist only as unstructured text in message bodies. Each discovered x- field becomes a Freshdesk custom field of the appropriate type (text, number, date, checkbox) created before the Ticket import phase.

TTX file attachments are stored on the filesystem and referenced in the backup module output. We extract attachments from the backup archive, store them in a staging location, and associate each with the correct ticket and conversation in Freshdesk using the Freshdesk Attachment API. Inline images embedded in message bodies migrate as Freshdesk attachments linked to the conversation. The original filename and MIME type are preserved.

The TTX Answer Library is a flat add-on module containing pre-written responses. We extract all Answer Library entries and map them to Freshdesk Solution Articles. The flat list structure maps to a single Freshdesk Folder; if the customer used Answer Library categories, we map those to Freshdesk Categories above the Folder level. Article title, body text, and any attachments migrate. Note: TTX Answer Library has no versioning, status workflow, or article permissions — these Freshdesk features remain unused post-migration unless configured.