Migrate from UVdesk to Freshdesk

UVdesk Tickets migrate 1:1 to Freshdesk Tickets. We map UVdesk status (Open, Pending, Resolved, Closed) to Freshdesk status values, priority to Freshdesk priority, type to Freshdesk type, and mailbox source to Freshdesk email source configuration. Assigned Agent maps via email resolution to the Freshdesk Agent record. Historical timestamps (created_at, updated_at) preserve on import.

UVdesk Customer records map to Freshdesk Contacts. We preserve name, email, and company link as the Contact's name, email, and associated Company record. UVdesk customer-level custom fields map to Freshdesk Contact custom fields with type matching (text, dropdown, checkbox, date). Notes on Customers migrate as Contact notes visible in the Freshdesk Contact timeline.

UVdesk Agents map to Freshdesk Agents. Role (Admin, Manager, Agent) maps to Freshdesk Agent Groups and permissions. We resolve Agents by email match against the destination Freshdesk account. UVdesk Agents without a matching Freshdesk account enter a reconciliation queue for the admin to provision before migration continues.

UVdesk Groups map to Freshdesk Groups. We preserve Group name, description, and membership of Agents. Group-level mailboxes map to Freshdesk inbox-to-group assignments. UVdesk Teams (distinct from Groups) map to a custom Agent label or Freshdesk Group tag for workload attribution since Freshdesk does not have a native Team concept.

UVdesk Teams bundle specific Agents for targeted workload distribution. Freshdesk has no native Team object, so we map Team membership to a custom Agent field or a Group tag. The customer chooses the mapping strategy during scoping. If Teams are used for reporting in UVdesk, we flag that Freshdesk Group-based reports are the equivalent.

UVdesk Mailboxes define the email inboxes that feed tickets. We map mailbox email addresses to Freshdesk email channels and configure IMAP or forwarding rules at the destination. UVdesk social media channels (Facebook, Twitter) map to Freshdesk's corresponding channel integrations. Channel activation requires the customer to complete OAuth or API credential setup in Freshdesk.

UVdesk Saved Replies migrate to Freshdesk Canned Responses. We preserve the reply text, category grouping, and any usage count metadata as internal notes on the canned response. Agent-level saved-reply associations and usage statistics do not migrate as they are not stored as independent records in UVdesk.

Knowledgebase Articles, Categories, and Folders migrate from UVdesk SaaS to Freshdesk Knowledgebase. If the source UVdesk is Open Source edition, no Knowledgebase exists and this object is excluded from scope. UVdesk's ordering bug means we apply a corrected article sort order post-migration via a custom script or advise the customer to manually verify display order after go-live. Category-to-section and folder-to-category mapping is preserved.

UVdesk ticket-level custom fields (text, dropdown, checkbox, date) map to Freshdesk Ticket custom fields. Dropdown value lists require mapping review because UVdesk stores them as arbitrary strings while Freshdesk enforces picklist values. If UVdesk dropdown values exceed Freshdesk picklist limits, we map the values as free-text or advise on picklist truncation during scoping.

UVdesk Workflows are condition-based automation rules. Freshdesk Scenario Automations are the equivalent feature but with different trigger syntax, action types, and delay configurations. We do not migrate Workflows as code. We deliver a written inventory of every active UVdesk Workflow with its trigger conditions, actions, and recommended Freshdesk Scenario equivalent for the admin to rebuild post-migration.

UVdesk Tags migrate to Freshdesk Tags. We preserve tag strings and their ticket associations. Tag-based ticket filtering works identically in Freshdesk, so no transformation is required beyond relinking the tags to the migrated ticket IDs.

Ticket and reply attachments stored in UVdesk's file system are re-hosted to Freshdesk storage and relinked to the corresponding ticket record. We handle both inline email attachments and manually uploaded files. File names and original upload timestamps are preserved. If UVdesk uses cloud storage (S3, Wasabi), we authenticate and pull directly; if file paths reference a local file system, we require a direct database export before migration.