Migrate from Web+Center to Freshdesk

Web+Center Incidents map directly to Freshdesk Tickets. We extract status, priority, category, subcategory, assigned technician, created timestamp, and last-modified timestamp. Conversation threads (internal notes and public replies) migrate as Freshdesk Conversations. Any Web+Center custom Incident fields map to Freshdesk custom ticket fields; string, boolean, date, and number field types are supported natively. We resolve the assigned technician reference using the User mapping to populate Freshdesk's responder_id.

Web+Center Customer records map to Freshdesk Contacts. We preserve email address, full name, phone number, and any portal preference fields. Multiple Customers sharing the same company domain are flagged during scoping so the customer can decide whether to link them to a single Freshdesk Organization or keep them as separate Contacts.

Web+Center Company records map to Freshdesk Organizations. The company name becomes the Organization's name field and is used as the dedupe key during import. We preserve the Company-to-Customer linkage by resolving the Organization ID before Contact insert so that each Contact is associated with its parent Organization. If Web+Center Companies have no linked Customers, they are imported as standalone Organizations.

Web+Center Assets map to Freshdesk Assets. We extract asset name, serial number, purchase date, assigned user, and any custom asset fields. Freshdesk Assets are linked to the corresponding Contact or Organization via the associated_id field. Custom asset fields migrate to Freshdesk's custom asset fields; multi-select picklists map to Freshdesk's dropdown fields with the values preserved.

Web+Center's category and subcategory lookup tables map to Freshdesk Groups and Products. We extract the full set of active and inactive category values and create equivalent Freshdesk Groups (for team-based ticket routing) and Products (for product-specific ticket categorization). Values with no Freshdesk equivalent are flagged in the scoping report for the customer to collapse, reclassify, or create as new.

Web+Center priority levels (typically low, medium, high, critical) map to Freshdesk Priority values (1-low to 4-urgent). The mapping is direct when the count of priority levels matches; if Web+Center has more levels than Freshdesk supports, we collapse or flag the surplus values during scoping. Priority is preserved on each Incident-Ticket mapping to carry forward SLA impact.

Web+Center KB articles use a proprietary content format. We extract the text content and any inline attachments, convert them to Freshdesk's article schema, and create the corresponding category structure. HTML formatting may require post-migration review if the original articles use non-standard tags; we document any content that requires manual cleanup in a separate report.

Web+Center agent and administrator accounts map to Freshdesk Agents. We export user records by email address and map them to Freshdesk Agents by email match. Inactive or deleted Web+Center users are held in a reconciliation queue; the customer's admin provisions matching Freshdesk agents before migration begins. Password hashes cannot be migrated due to security constraints; agents must reset passwords post-migration.

Web+Center stores file attachments on the server filesystem with database path references. We resolve each file path, extract the binary content, and re-upload it to Freshdesk's attachment storage via the API, preserving the original filename and MIME type. We run a pre-migration path validation step to identify broken attachment references (orphaned files where the database path no longer points to a valid filesystem location) and report them before the migration window opens.