Migrate from Wolken Service Desk to Freshdesk

Wolken Requests map directly to Freshdesk Tickets. The Request status (open, in-progress, resolved, closed) maps to Freshdesk Ticket status values. Sub-status, priority, category, assigned agent, requester, and timestamps migrate as standard Ticket fields. We use Wolken's Request Metadata API to extract custom field values and map them to Freshdesk custom ticket fields, which the customer must pre-create in Freshdesk admin before migration begins. We flag that Request IDs do not carry forward; Freshdesk assigns new ticket IDs on import.

Wolken maintains a unified Customer object as the central contact repository. We map Customer records to Freshdesk Contacts, using the Customer's email as the dedupe key. If the customer uses Wolken's organizational hierarchy features, we offer a mapping to Freshdesk Contacts plus Companies (the Contact-Company association model), which requires the Company to be created first so that the company_id reference is satisfied at Contact insert time. The customer chooses the model during scoping.

Wolken Agent profiles include name, role, team assignment, and availability settings. We map Agent records to Freshdesk Agent records. Team structures and role hierarchies in Wolken map to Freshdesk Groups and permission roles, which the customer configures in Freshdesk admin before migration. Any Agent without a matching Freshdesk user email goes to a reconciliation queue for the customer's admin to provision.

Wolken SLA configurations are metadata objects defining response and resolution time windows per priority or category. We export SLA Policy definitions (time windows, business hours, escalation rules) and document them as a Freshdesk SLA Policy configuration workbook. SLA Policies in Freshdesk are configured manually in the admin panel; we do not migrate them as API-created records. The customer references our SLA Policy workbook to recreate them in Freshdesk.

Wolken's knowledge base is a separate store from Requests. We export published articles including title, description, status, category, and folder hierarchy. Articles map to Freshdesk Solutions. We flag that Wolken article permissions and visibility settings do not have a direct Freshdesk equivalent; Freshdesk's article permissions are scoped to portal and category. We deliver an article mapping sheet with source article URL and destination article ID for URL redirect planning.

Wolken Forms act as structured intake channels routing submissions to specific Request types. We export Form definitions and field structures as a Form Configuration workbook. Routing logic tied to Forms must be rebuilt in Freshdesk using Ticket Forms and Field visibility rules. We document the source Form field order and types as reference for the customer's admin.

Wolken stores attachments as references linked to individual Requests with no bulk blob-export endpoint. We pre-scan all attachment references during scoping, estimate per-file resolution time, and resolve each attachment URL individually during migration. Large attachment volumes extend the migration timeline significantly. We advise on total timeline impact before migration begins and flag any attachments that are inaccessible or return errors.

The Request Metadata API exposes dynamic custom fields defined per Request type. We export the full metadata schema (field name, type, required flag, picklist values) as a Custom Field workbook. The customer pre-creates these as Freshdesk custom ticket fields in admin before migration. We map custom field values to the matching Freshdesk field during import, flagging any field types that cannot map directly (e.g., multi-reference fields in Wolken that have no Freshdesk equivalent).