Migrate from trueAct to Freshdesk

trueAct Cases migrate to Freshdesk Tickets. The case status (Open, Pending, Resolved, Closed) maps directly to Freshdesk ticket status values. Priority maps to Freshdesk priority. The assigned agent resolves by email match against Freshdesk agents. Full case history chains (status transitions, internal notes, public replies, channel thread metadata) migrate as conversation records on the ticket. We preserve the original case ID in a custom field original_case_id__c for cross-reference during reconciliation.

trueAct Contact records map 1:1 to Freshdesk Contacts. Name, email, phone, and custom fields migrate directly. Multi-address records (shipping, billing) map to Freshdesk address fields if the destination schema is configured to accept them, otherwise the primary address is preserved and secondary addresses are attached as notes. We use email as the dedupe key to prevent duplicate contacts during import.

trueAct Organizations map to Freshdesk Companies. The Organization name becomes the Company name, and the Organization domain (if present) maps to the Company domain field for association. Parent-child Organization hierarchies migrate as parent_company_id lookups in Freshdesk. We create the Company before importing any Contact that references it so that the Company lookup is satisfied at Contact insert time.

trueAct custom fields on Cases, Contacts, and Organizations map field-by-field to Freshdesk custom fields. We pre-create the destination custom fields in Freshdesk during schema setup, flagging any that exceed Freshdesk field type limits (text fields capped at 255 characters, drop-down picklists at 150 options). Restricted picklist values and read-only fields in Freshdesk are noted during scoping for customer decision.

trueAct NPS responses include the score, open-ended comment, timestamp, and originating contact. Freshdesk has no native NPS survey object. We consolidate multiple NPS events into a note attached to the Contact record, preserving the most recent score as a custom contact field (nps_score__c) and archiving the full response history with timestamps in the note body. This approach is confirmed with the customer during scoping before migration.

trueAct Agent records (name, email, role, team assignment) map to Freshdesk agents. We resolve agents by email match. Any trueAct Agent without a matching Freshdesk user account is placed in a reconciliation queue for the customer's admin to provision before the Contact and Case migration phases begin, because Case import requires an assigned_agent lookup to be satisfied.

trueAct Teams map to Freshdesk Groups. We recreate the team structure during migration and map agent-to-group memberships. Groups are created before agents are assigned so that the group reference is available at agent import time.

trueAct aggregates cases from email, chat, phone, and web forms. We preserve the source channel metadata on each Freshdesk ticket using Freshdesk's ticket source field (Email, Phone, Chat, Web Form, Facebook, Twitter/X) and restore thread continuity for email and chat channels by preserving the original message thread in the ticket conversations.

File attachments on trueAct cases and contacts migrate to Freshdesk's native attachment storage. Inline images and linked documents are handled separately, with inline images preserved as embedded content in ticket conversations and linked documents attached to the parent ticket or contact record. Attachment size limits are checked against Freshdesk's per-plan storage quota during scoping.

trueAct workflow rules (routing rules, escalation triggers, SLA timers) are stored as in-application configuration and have no standalone export format. We do not migrate workflows as code. We deliver a written workflow audit document during scoping that enumerates every active trueAct automation with its trigger, conditions, actions, and a recommended Freshdesk automation equivalent. The customer's admin rebuilds these in Freshdesk's scenario automations or SLA policies post-migration.