Migrate from Vorex to Freshdesk

Vorex Tickets map directly to Freshdesk Tickets. We extract subject, description, status, priority, type, requester contact, assigned technician, group, timestamps (created_at, updated_at), and tags via the V2 API /tickets endpoint. The Vorex ticket type (Incident, Service Request) maps to Freshdesk type. We handle the Freshdesk rule that the requester can create the first comment on a ticket by duplicating the ticket subject into the description if the first Vorex comment is from an agent.

Vorex Client records (name, email, phone, address, account manager) map to Freshdesk Contact. Email is the dedupe key. We resolve the Vorex account manager reference to a Freshdesk agent if a matching agent exists, otherwise leave it blank and flag for review. If Vorex Clients and Companies are merged in the source, we separate them during transformation so that the contact and company records are distinct in Freshdesk.

Vorex Company records (business name, industry, size, primary contact link) map to Freshdesk Company. Company name is the dedupe key. We create all Companies before Contacts so that the Company lookup relationship is satisfied at Contact import time. Industry and company size map to Freshdesk custom fields if the customer has configured them in their Freshdesk instance.

Vorex Projects require aggressive date validation before export because multiple reviews document start_date and end_date fields not calculating correctly within Vorex itself. We re-profile every Project record and flag any where start_date exceeds end_date or where dates are null on active projects. Projects map to a Freshdesk custom object called Projects (requires Pro tier or higher) with custom fields for project_code, status, start_date, end_date, and client_name. If the customer is on a lower tier, we map to Freshdesk Deals with project fields stored as custom properties. QuickBooks sync flags on project financials are stripped.

Vorex Time Entries export cleanly via V2 API with billable/non-billable flags, labor rates, owner assignment, and associated project or ticket references. Freshdesk Time Entries (available on Pro and Enterprise tiers) map billable hours, rate, date, and ticket association directly. We preserve the billing rate and multiplier as separate custom fields on the Freshdesk Time Entry if the destination does not support rate natively. Owner resolves by email match against Freshdesk agents.

Vorex Expense records (expense type, amount, date, receipt URL, owner) do not have a direct Freshdesk equivalent. We split expense data: ticket-linked expenses migrate as custom fields on the associated Freshdesk Ticket; project-linked expenses migrate as custom fields on the Project custom object; standalone expenses migrate as custom fields on the associated Company record. Receipt attachment URLs are extracted and logged for manual re-upload.

Vorex Invoices carry line items, tax codes, and QuickBooks-specific GL account references and sync flags that have no equivalent in Freshdesk. We export invoice headers and line items as a custom Invoice object in Freshdesk (Pro tier), strip all QB-specific metadata during transformation, and flag any Invoice with a QB sync error flag for manual post-migration reconciliation. Customers moving away from QuickBooks integration treat all QB-linked invoices as requiring manual review.

Vorex User and technician records (role, email, active/inactive status, team assignment) map to Freshdesk Agents. We match by email. Inactive Vorex users are mapped to Freshdesk agents with the same active/inactive status; the customer decides during scoping whether inactive users should be provisioned as inactive agents or excluded from migration. Team assignments map to Freshdesk Groups.

Vorex ticket and project attachments are referenced by URL in the V2 API rather than streamed directly. We extract attachment URLs and re-fetch them if the destination Freshdesk instance supports file migration, or log them as a reference list for manual re-upload post-migration. Inline images in ticket descriptions migrate as Freshdesk attachments and are re-embedded in the ticket description body.

Vorex custom fields on tickets, projects, and clients are exposed inconsistently in the V2 API across tenants: some appear as flat key-value pairs, others nested under custom_properties. We normalize both formats during extraction and create equivalent Freshdesk custom fields before migration. Freshdesk requires admin privileges to create custom fields, which we coordinate with the customer's Freshdesk admin during the pre-migration schema review phase.