Migrate from UserHorn to Freshdesk

UserHorn contact records exported as CSV map to Freshdesk Customer objects. We map name, email, phone, company, and any custom fields from the CSV to the corresponding Freshdesk Customer fields. The Customer is created first so that the requester reference on every Ticket is satisfied at import time. Any unmapped fields in the CSV are flagged for review before import begins.

UserHorn organization or company records exported as CSV map to Freshdesk Organization. The organization's domain, name, and any associated custom fields map to Freshdesk Organization fields. Organization is imported before Customer so that the Customer's company field can reference the Organization lookup.

UserHorn ticket records exported as CSV map to Freshdesk Ticket. We map ticket status, priority, source, type, and subject and description to the Freshdesk equivalents. The requester email resolves to a Customer ID from the Customer import; the agent name or ID resolves to a Freshdesk agent ID from the agent mapping. Custom fields on UserHorn tickets map to Freshdesk custom fields on Ticket, which must be created in Freshdesk before migration begins.

UserHorn agent or support representative records exported as CSV map to Freshdesk Agent records. The agent's email, name, and group assignment resolve against the Freshdesk agents and groups already configured in the destination account. We create any missing agents in Freshdesk before ticket import so that agent assignment on tickets is valid at insert time.

UserHorn custom ticket fields and custom contact fields present in the CSV export map to Freshdesk custom fields on the respective objects. Freshdesk supports string, number, date, dropdown, checkbox, and multi-select types per object. We match the field type during scoping, create the Freshdesk custom field schema before migration, and map the CSV column values during the transform step. Freshdesk enforces a 100-field maximum per object and a 25-field filterable limit excluding lookups.

Ticket attachments stored in UserHorn must be downloaded manually and re-uploaded to Freshdesk Tickets after migration. We provide a file-naming convention that ties each downloaded attachment to the corresponding ticket ID so that agents can re-associate them post-migration. We do not automate attachment ingestion from UserHorn because there is no API endpoint to query.

UserHorn workflow configurations do not migrate to Freshdesk Scenario Automations because UserHorn does not expose workflow rules via API or a documented export format. We deliver a written inventory of every UserHorn workflow with its trigger, conditions, and actions described in plain language, and recommend Freshdesk Scenario Automation equivalents for the customer's admin to rebuild post-migration.

UserHorn knowledge base content is listed as a supported feature but no export mechanism is documented. If the customer has knowledge base articles accessible via CSV or manual export, we map them to Freshdesk Solutions (articles) organized by category and folder. The migration scope assumes manual extraction of knowledge base content; we do not extract it programmatically without an identified export path.