Migrate from Vision Satellite Help Desk to Freshdesk

Vision tickets map directly to Freshdesk tickets with ticket ID, subject, description, status, priority, and type preserved. Vision private staff notes map to Freshdesk internal notes; Vision client-visible comments map to Freshdesk public replies. Multi-agent ticket assignments stored as comma-separated lists in Vision are split and resolved to Freshdesk primary assignee with secondary assignees mapped to Freshdesk Groups or contact CC fields depending on the destination plan.

Vision Client records (name, email, phone, language, time zone) map to Freshdesk Contact records. The Vision client-to-organization linkage is preserved as a Freshdesk company association on the contact record. Vision custom fields on Client forms map to Freshdesk Contact custom fields that are pre-created during schema setup. Freshdesk requires at least 10 existing tickets in the account before contact import; we create a ticket placeholder batch to satisfy this requirement if the destination account is new.

Vision Organization records map to Freshdesk Company records. Fields including org name, domain, address, and custom fields migrate directly. The client-to-organization linkage is preserved by resolving the Freshdesk Company ID and associating it with each contact at import time. If the Vision instance uses Organizations as a primary grouping mechanism rather than ticket assignment, we map the organization structure to Freshdesk Groups for routing parity.

Vision Staff Agent records (name, email, role, department) map to Freshdesk Agent records. Vision role names vary across tiers (Agent, Supervisor, Admin) and are normalized during migration to Freshdesk's agent permission model. Agents must be provisioned in Freshdesk before ticket import so that assignee references resolve correctly. We match by email against the Freshdesk agent list and flag any Vision agent without a corresponding Freshdesk user for manual provisioning before the migration phase begins.

Vision custom fields on tickets and client forms export as additional columns in CSV, HTML, or XLSX format. We flag each custom field during scoping, determine whether the destination Freshdesk account supports the equivalent field type (string, number, boolean, date, dropdown, multi-select), pre-create the custom fields in Freshdesk via the Admin interface or API before data import, and map the values during the transform phase. Multi-select custom fields in Vision map to Freshdesk multi-select picklist fields.

Vision tickets can carry Labels, Tags, and Flags simultaneously across separate columns in the export. We split these into individual values and map them to Freshdesk Tags. Flags (a Vision-specific boolean ticket marker) have no direct Freshdesk equivalent; we map Flags to a Freshdesk custom ticket field of boolean type that is created during schema setup. The customer chooses during scoping whether to consolidate all Vision taxonomy into a single tag namespace or preserve label and tag separation in Freshdesk's tag model.

Vision KB articles and folders export via the reporting module with HTML content preserved. We strip or render HTML depending on whether the destination Freshdesk account uses rich-text article rendering. Category and folder hierarchy in Vision maps to Freshdesk category and section structure. Article status (published, draft) migrates to Freshdesk article visibility settings. We remap category permissions from Vision's access control to Freshdesk's article visibility per category.

File attachments on Vision tickets export as file references or as the actual files depending on the export format selected. We extract files, upload them to Freshdesk's attachment store via the API, and relink them to the corresponding ticket records using Freshdesk's attachments API. We verify attachment size limits against the destination Freshdesk plan and flag any attachments exceeding plan limits for the customer to resolve before migration.