Migrate from UserEcho to Freshdesk

EchoDesk tickets carry status (open, pending, resolved, closed), priority (low, normal, high), assignee, custom fields, and full reply threads with timestamps and agent identifiers. We reconstruct the conversation as threaded ticket conversations in Freshdesk. The original UserEcho ticket ID is stored in a custom field ticket_id__c for historical reference since Freshdesk generates new ticket numbers. Status mapping follows UserEcho's state machine into Freshdesk's Open, Pending, Resolved, Closed equivalents.

EchoForum topics include vote counts, status labels (planned, under review, completed), and nested comment threads. We map these to Freshdesk Forum discussions, preserving the vote score as a custom field original_vote_count__c and the status label as a tag. Nested comment threads are flattened into Freshdesk's reply structure. Topics without comments migrate as single-post discussions.

EchoSmart KB articles have publication status, category assignments, and optional attachment references. We export article content, titles, author, and creation timestamps. The two-level category hierarchy is preserved as a note in Freshdesk's category assignment; the destination category structure is configured before migration so articles land in the correct section. Inline images are downloaded and re-uploaded to Freshdesk's attachment store, preserving MIME type and original filename.

EchoChat sessions include transcript text, timestamps, agent and visitor identifiers, and session status (active, closed). We convert each session into a Freshdesk ticket with the chat_source tag, the agent set as ticket requester or watcher, and the full transcript stored as the ticket description. If the destination account uses Freshdesk's Chat product separately, sessions can alternatively be linked to a Freshdesk Conversations record.

UserEcho agents export with display name, email address, and role (agent or admin). We match by email against Freshdesk's agent list. Any agent without a matching Freshdesk account goes to a reconciliation queue before ticket migration begins because Freshdesk requires OwnerId at import time. End-user profiles (forum posters, ticket requesters) export separately as Freshdesk Contacts.

Forum participants and ticket requesters from UserEcho become Freshdesk Contacts. Display name, email address, and any custom profile fields migrate. If a contact also appears as an agent in UserEcho (a shared-email edge case), the agent role takes precedence and they are provisioned as an agent in Freshdesk rather than a contact.

Tags are applied across Tickets, Forum Topics, and KB Articles in UserEcho. We export tag names with their object associations. In Freshdesk, tags are recreated as flat label sets on the corresponding object. Tag naming is preserved exactly so that Freshdesk's tag-based filtering works immediately post-migration.

EchoSmart categories form a two-level hierarchy. We reconstruct this in Freshdesk by pre-creating the Solutions category and section structure before article migration. Parent-child relationships are noted during extraction and mapped to Freshdesk's Section under Category nesting. The destination hierarchy is validated before articles are imported to ensure correct placement.

Files attached to tickets, KB articles, and forum posts are downloaded individually and re-uploaded to Freshdesk. We preserve original filenames and MIME types. Inline images embedded in ticket replies and KB article bodies are extracted, uploaded to Freshdesk's document store, and the inline reference is updated to the new Freshdesk-hosted URL. Large attachments (>20 MB) are flagged for manual review because Freshdesk's API enforces attachment size limits.