Migrate from Vivantio to Freshdesk

Vivantio's separate ticket types (Incident, Problem, Change, Service Request, and unlimited custom types) all map to Freshdesk's Ticket object. Each Vivantio ticket type maps to a Freshdesk Ticket Type value, and the Vivantio type name becomes a custom ticket field (vivantio_type__c) preserved for audit. Vivantio category and priority values map to Freshdesk ticket status and priority fields. Original Vivantio ticket IDs are stored in a custom field (vivantio_ticket_id__c) for reconciliation since Freshdesk assigns new IDs on import.

Vivantio Customers, Clients, and Callers (terminology varies by instance) all canonicalise to Freshdesk Contact. The contact's email address is the dedupe key. If the Vivantio instance uses Active Directory synchronisation, the AD link instance name must match between Vivantio and Freshdesk to prevent duplicate Contact creation on import. We verify the AD connector name during discovery and replicate it in the destination.

Vivantio Organisations map 1:1 to Freshdesk Organisations. The Organisation-Contact association graph is preserved during migration so that the same contacts appear under the same Organisation in Freshdesk. Organisation is loaded before Contact to satisfy the lookup dependency.

Vivantio Agents map to Freshdesk Agents with their active/inactive status preserved. Concurrent license holders in Vivantio are flagged during discovery; they are provisioned as Freshdesk agents and noted in the handoff documentation so the admin can set the appropriate Freshdesk group membership. Agents without a matching Freshdesk user go to a reconciliation queue.

Vivantio Teams (also called Resolver Groups) map to Freshdesk Groups. Team membership and workload balancing rules are preserved as Group membership assignments in Freshdesk. The team name and description migrate directly; shift-based rotation rules are noted as requiring Freshdesk agent roster configuration post-migration.

Legacy custom fields from Vivantio Service Desk are detected during the discovery scan and flagged explicitly. These fields cannot be used in Freshdesk Business Rules or Automation because their type restrictions prevent reliable value mapping. We present them as migration items requiring either remapping to Freshdesk native field equivalents or archival. Modern Vivantio custom fields (not from Service Desk legacy) map directly to Freshdesk custom fields by type: string, boolean, date, number, and dropdown.

Vivantio Knowledge Articles (both internal/private and customer-facing/public) map to Freshdesk Solutions. Article body, categories, status (draft/published/archived), and publication date migrate. Public/private visibility maps to Freshdesk article-level visibility settings. Article attachments migrate as Solution attachments with the same parent reference.

Vivantio SLA configurations including priority-based response and resolution windows map to Freshdesk SLA Policies. Business-hour calendars attached to Vivantio SLAs are recreated as Freshdesk Business Hours configurations and linked to the corresponding SLA Policy. Priority matrix mapping (Vivantio priority to Freshdesk urgency/priority) is resolved during schema design.

Vivantio Business Rules and Workflows are not migrated as executable code. Freshdesk Automation rules use a different trigger-and-condition model that cannot accept a direct translation from Vivantio's rule syntax. We extract every active Business Rule and Workflow, document its trigger, conditions, actions, and priority order, and deliver a written rebuild guide mapping each to the equivalent Freshdesk Automation rule. The customer's admin or a Freshdesk partner rebuilds them post-migration.

Vivantio's Self Service Portal structure (multiple portals per team or department, each with its own Service Catalog and request forms) is documented and handed off. Visual branding elements and portal-specific theming do not migrate and are noted as requiring manual rebuild. Form definitions are catalogued with their field mappings for reconstruction in Freshdesk's portal builder.