Migrate from Vision Service Desk to Freshdesk

Vision Service Desk Tickets map to Freshdesk Tickets. The ticket subject, description, status, priority, type, requester, assignee, and timestamps migrate directly. Vision Service Desk threaded conversations migrate as ticket conversations in Freshdesk with agent and requester messages preserved in chronological order. Custom ticket fields migrate as Freshdesk custom fields after we pre-create the field definitions in the destination tenant. Note that Freshdesk does not expose a separate Notes object for internal collaboration; Vision Service Desk private notes and client notes become Freshdesk internal notes attached to the ticket.

Vision Service Desk Clients (end-user accounts that submit tickets via portal) map to Freshdesk Contacts. Client contact details including name, email, phone, and portal preferences migrate directly. Client-side custom fields map to Freshdesk Contact custom fields. We resolve the Vision Service Desk client-to-company relationship and attach the Contact to the corresponding Freshdesk Company record during import.

Vision Service Desk Staff records (internal support agents) map to Freshdesk Agents. Staff names, emails, team assignments, and admin status migrate directly. For Vision Service Desk on-premises instances, we apply a pre-flight column transform before staff import because the CSV import enforces a specific undocumented column sequence. Vision Service Desk staff hierarchy (Super-Admins, Team Managers, Agents) maps to Freshdesk agent roles and groups.

Vision Service Desk Companies (organization-level groupings for clients) map to Freshdesk Companies. Company-to-contact relationships migrate as Freshdesk Company-to-Contact associations. Company-specific custom fields from Vision Service Desk map to Freshdesk Company custom fields.

Vision Service Desk knowledge base articles migrate to Freshdesk Articles, but require pre-import deduplication because Vision Service Desk exports can produce duplicate category entries that would otherwise inflate article counts and cause portal confusion. We detect and merge duplicate article titles within the same category before Freshdesk import. Article content, author, publication status, and feedback ratings migrate directly. Draft articles require manual republishing in Freshdesk after migration because Freshdesk auto-publishes imported articles by default.

Vision Service Desk KB Categories migrate to Freshdesk Categories. The category tree structure is preserved, and article-to-category associations are re-mapped to the destination hierarchy. If deduplication merges two source categories into one destination category, we consolidate the articles under the surviving category ID.

Vision Service Desk SLA Plans (calendar-based response and resolution targets) map to Freshdesk SLA Policies. We migrate SLA plan definitions as Freshdesk SLA Policies, but advise customers to reassign SLA tiers in Freshdesk's admin because SLA policy-to-ticket assignment differs between platforms. Vision Service Desk's multiple SLA plan support maps to Freshdesk's multi-policy configuration.

Vision Service Desk custom fields for ticket creation, client registration, and user data capture migrate as Freshdesk custom fields. Dropdown, multi-select, and date field types map to Freshdesk field equivalents. Vision Service Desk custom fields hidden from standard API responses are explicitly queried during extraction using field-specific API calls or direct database reads. Dropdown values migrate as Freshdesk choice field options with the same label.

Vision Service Desk tags, labels, and flags used for ticket classification migrate as Freshdesk Tags. Per-ticket tag assignments migrate to Freshdesk tag associations on the corresponding ticket. The tag taxonomy is reconstructed in Freshdesk from the source tag list. Note that Freshdesk tags operate on tickets only, not on contacts or companies in the same way; contact-level labels require mapping to Freshdesk contact properties.