Migrate from UseResponse to Freshdesk

UseResponse Tickets map directly to Freshdesk Tickets with subject, description, status, priority, assignee, and topic preserved. Custom ticket fields are account-specific in UseResponse with no public schema — we enumerate all active custom fields against the account's API during discovery, capture data types and picklist options, then create matching Freshdesk custom ticket fields before import. Topic assignment maps to Freshdesk group via the Topics-to-Groups mapping.

UseResponse Agents map to Freshdesk Agents by email address as the dedupe key. We preserve admin vs regular agent role distinctions during import. If a UseResponse agent email has no corresponding Freshdesk user, the agent record is held in a reconciliation queue until the customer's Freshdesk admin provisions the account — OwnerId references on Tickets require a valid User.

UseResponse Customers migrate to Freshdesk Contacts with full name, email, phone, company association, and lifecycle stage preserved as a custom field useresponse_lifecycle_stage__c. The company association maps to the Freshdesk Company record we created from the UseResponse Company object.

UseResponse Company records map to Freshdesk Companies with domain, name, and address data preserved. Freshdesk requires Company records to exist before Contact import so that the company lookup on Contact is satisfied at insert time. We run Company migration as the second phase after Agents and before Contact import.

UseResponse Topics (ticket categorization labels that route to teams) map to Freshdesk Groups. Topic sort order and visibility flags migrate as group settings where Freshdesk supports equivalent controls. Custom topic fields require explicit field mapping during the custom field enumeration phase.

UseResponse Comments on tickets migrate as Freshdesk Conversation records. We preserve authorship, timestamps, and internal vs public visibility flags. HTML formatting in comment bodies is converted to plain text or Freshdesk's supported markup to avoid rendering issues in the Freshdesk interface.

File attachments on tickets and comments migrate with original filenames preserved and stored against the Freshdesk Ticket record. Inline images are separated from file attachments and migrated as Freshdesk attachment records linked to the conversation. Files exceeding Freshdesk's attachment size limits are flagged for customer review before migration.

Articles migrate with full HTML body, title, category assignment, and visibility status. URL rewriting is applied to any articles that used UseResponse's widget hyperlinks — these must be converted to Freshdesk relative links because UseResponse's internal article linking opens a new browser window, which is not valid behavior in Freshdesk's knowledge base. We flag articles containing widget-only navigation links for manual review before import.

Knowledge Base category hierarchy and sort order migrate as Freshdesk sections and folders. Category-level permissions do not transfer if UseResponse uses visibility flags that Freshdesk's permission model does not support — we document any permissions that require reconfiguration in Freshdesk's admin settings.

Tags applied to tickets and articles migrate as Freshdesk tags with their associations preserved. Freshdesk's tag model supports flat tag names; nested or hierarchical UseResponse tags are flattened to the full tag string and a reconciliation flag added for the customer's admin to restructure if needed.

UseResponse Feedback System items (user-submitted ideas and votes) have no direct Freshdesk equivalent. We migrate feedback as tickets with a custom type field useresponse_feedback_type__c to preserve vote counts, status, and submission context. The customer's admin decides whether to use Freshdesk's native idea portal or a third-party feedback tool for ongoing submission.