Migrate from TrueEngage to Freshdesk

TrueEngage passes full interaction context into Genesys Cloud, which is the actual system of record for chat logs, call recordings, and disposition data. We extract interaction records from Genesys Cloud rather than TrueEngage (since TrueEngage has no export API) and write them to Freshdesk Tickets using the Freshdesk Tickets API. The original interaction type (chat, voice, video) is preserved in a custom ticket field. Agent assignment, timestamp, and outcome migrate as Ticket fields. Thread content (chat messages, call notes) migrates as Ticket comments.

Cobrowse session logs, shared-screen outcomes, and escalation events are stored in TrueEngage and are not replicated to Genesys Cloud. We extract session summaries (initiation time, participating agents, pages or screens shared, session outcome, escalation reason) during discovery and append them as internal Freshdesk Notes attached to the corresponding Ticket. Freshdesk's note structure preserves the session story even though native Cobrowse capability does not transfer. If Cobrowse is a core support workflow post-migration, Freshdesk recommends evaluating third-party Cobrowse integrations such as Surfly or Coworker.

Callback requests initiated through a TrueEngage Widget are queued into Genesys Cloud as appointments. We pull callback request records (requester identity, requested time, status, queue assignment) from Genesys Cloud and create Freshdesk Tickets with type set to Callback and the original callback timestamp preserved in a custom date field. Visitor contact details map to Freshdesk Contact fields via email or phone lookup.

Feedback form definitions (questions, branching logic, styling) and all submitted responses live in TrueEngage. We export the form schema and write it as a Freshdesk Knowledge Base article documenting the original form structure for admin reference. Submitted responses are attached as internal Ticket Comments on the relevant interaction Ticket, preserving the response text, agent rating, and submission timestamp. Freshdesk's native CSAT survey can replace live Feedback forms post-migration; the form inventory we deliver helps the admin configure equivalent surveys in Freshdesk.

WebRTC voice and video calls routed through TrueEngage Widgets are recorded and archived in Genesys Cloud compliance infrastructure. We pull call records (call duration, disposition, recording URL, initiating Widget reference) from Genesys Cloud and create Freshdesk Ticket Notes with structured metadata (call_duration_seconds, disposition_code, recording_url). Call recording files are downloaded from Genesys Cloud and attached to the Ticket as file comments. The customer must provision new SIP trunking for Freshdesk Freshcaller before cutover to maintain web calling capability.

Cross-channel transfers and escalations from chat to voice to video during a single TrueEngage interaction carry a channel-switch event log. TrueEngage records the channel-switch events; Genesys Cloud records the routing outcome. We extract the channel-switch log from the combined record and write it as an internal Ticket Comment documenting which agent handled each channel segment and when the escalation occurred.

TrueEngage Widgets — including targeting rules (geographic, time-based, page-based, visitor-segment conditions), scheduling, and routing destination — have no export API. We cannot migrate them programmatically. During discovery, we jointly document the current Widget configuration in a structured inventory spreadsheet: Widget name, channel type, active rules, queue assignment, and branding settings. The customer's admin rebuilds equivalent routing and automation in Freshdesk automations or Freshchat configuration post-migration. This documentation step is in scope and adds an estimated one to two weeks depending on Widget count.

Business hours, holiday calendars, and queue availability rules drive Widget availability in TrueEngage and are pushed to Genesys Cloud routing flows. We export the schedule definitions as a written inventory. Freshdesk Business Hours configuration is GUI-driven and must be recreated manually. We deliver the schedule inventory so the admin can configure matching hours in Freshdesk Admin > Business Hours before go-live.