Migrate from Vision Helpdesk to Freshdesk

Vision Helpdesk Clients (end-users and staff) map to Freshdesk Contacts. We export Client records via CSV (SaaS) or database query (on-premises), map contact name, email, phone, address, and role fields to Freshdesk's Contact schema. Vision Helpdesk domain associations and client status flags (active/inactive) migrate as custom fields on Contact. Multi-domain tenancy structures in Vision Helpdesk require decomposition: each domain-linked client becomes a Contact, and the tenancy context is preserved in a custom field if the customer operates multiple distinct support environments.

Vision Helpdesk Organizations represent client companies linked to one or more Clients. They map directly to Freshdesk Companies. The organization name becomes the Company name, and we use domain matching to link Contacts to their parent Company during import. Vision Helpdesk's multi-company configurations map to Freshdesk's Company structure with the primary company designation preserved via Freshdesk's primary_company_id column. If the Vision Helpdesk instance uses satellite desk isolation, we map each satellite's Organizations to Freshdesk Companies tagged with the satellite name to preserve the operational separation.

Vision Helpdesk Incidents map to Freshdesk Tickets. The Incident priority, status, assigned staff, custom labels, and SLA metadata migrate to Freshdesk's Ticket fields. The private comment vs client-visible reply distinction is resolved during scoping: we either merge them into a single conversation thread in Freshdesk, promote private comments to the Ticket's internal notes field, or drop them based on the customer's policy choice. Original Vision Helpdesk ticket IDs are stored in a custom field original_vhd_ticket_id__c for historical reference. SLA metadata from Vision Helpdesk does not activate Freshdesk SLA policies automatically; we document the SLA values as reference data for the admin to configure post-migration.

Vision Helpdesk Solutions map to Freshdesk Guide articles only if the Freshdesk Guide module is active on the destination account. We validate Guide availability during scoping. Article category hierarchy migrates as Freshdesk Section and Category structure; article body content migrates as article HTML. If Guide is not enabled, we export Solutions as a structured CSV for the customer's admin to import manually after enabling Guide. Vision Helpdesk's article feedback ratings do not have a direct Freshdesk equivalent and are preserved in a custom field if available.

Custom fields in Vision Helpdesk (text, textarea, checkbox, radio, select, multi-select, datetime, note types) must be pre-created in Freshdesk before any data import begins. We audit all Vision Helpdesk custom field definitions during scoping, map each to the equivalent Freshdesk field type (multi-select in Vision Helpdesk maps to Freshdesk multi-select picklist; datetime maps to Freshdesk date field), create the Freshdesk fields via the admin panel or API, and then import data. Custom field values on tickets, contacts, and companies migrate as values only; the field schema itself is a configuration step handled before migration starts.

Vision Helpdesk tickets and clients support custom labels, tags, and flags stored as comma-separated or multi-value fields. We normalize these to Freshdesk Tags, which apply across tickets, contacts, and companies. Tag normalization involves deduplication, lowercase conversion, and character sanitization to meet Freshdesk's tag naming constraints. If a Vision Helpdesk label represents a categorical status rather than a free-form tag, we discuss mapping it to a Freshdesk custom picklist field during scoping to preserve the intended semantics.

Vision Helpdesk Staff agents (internal support users with roles and permissions) map to Freshdesk Agents. Agent name, email, and role assignments export via CSV. We map agents to Freshdesk Users by email match, creating a lookup table that preserves the agent's role context. Vision Helpdesk role hierarchies (Admin, Manager, Agent) map to Freshdesk agent groups and permission profiles, but the permission model differs structurally and requires Freshdesk admin to assign Group memberships and agent profiles post-migration. We deliver a role-mapping document as part of the handoff.

Contract Management records from Vision Helpdesk's Service Desk tiers store agreement terms linked to clients or organizations. Freshdesk does not have a native Contract object in its standard plans. Depending on the customer's contract data complexity, we either create a Freshdesk Custom Object (available on Growth plan and above) with contract fields, or attach contract details as notes on the Company record. Contract data migrates as a reference record for administrative lookup rather than an integrated object.

Vision Helpdesk's Asset Management and CMDB module (PINKVerify-certified on Service Desk tiers) stores configuration items linked to organizations. Freshdesk offers an Asset Management feature on its Growth plan and above. If the destination Freshdesk account includes Asset Management, we export Vision Helpdesk assets including configuration items, linked organizations, and asset status, then import them into Freshdesk Assets. If Asset Management is not included in the destination plan, we export assets as a CSV inventory for the customer's admin to evaluate against their Freshdesk plan tier.