Migrate from Xurrent to Freshdesk

Xurrent Requests are the primary ticket entity and map 1:1 to Freshdesk Tickets including all standard fields: subject, description, status, priority, requester, assignee, and custom properties. We map Xurrent's request type, urgency, and impact fields to Freshdesk ticket fields. Custom fields transfer as Freshdesk custom ticket fields, with type compatibility verified against Freshdesk's supported field types (dropdown, text, date, number, boolean). Multi-service Requests retain a service identifier in a custom field if the destination team requires it for routing.

Xurrent Services define the service catalog and scope boundary for all Requests and Incidents. Freshdesk does not have a native service catalog concept; we map Xurrent Services to Freshdesk Company records using the service name as the Company name. Records scoped to a specific Xurrent Service are associated with the corresponding Freshdesk Company. The service hierarchy (parent-child relationships) does not have a direct Freshdesk equivalent and is preserved in a custom field as a reference path for the customer's admin.

Xurrent IMR Incidents include responders, alert routing, escalation chains, and timeline events that do not have direct Freshdesk equivalents. We migrate Incidents as Freshdesk Tickets with the original incident timeline preserved as conversation entries. Responder list, escalation step order, and alert routing context are exported as structured reference data and stored in a custom incident context field so the customer can reassign manually post-migration. On-call schedule references are noted as agent availability context for the admin to reconfigure in Freshdesk's group and agent settings.

Xurrent Problems store root cause analysis linked to related Incidents. Freshdesk does not have a native Problem record type. We migrate Problem records as Tickets with the problem description and root cause analysis preserved in the ticket description, and the linked incident IDs stored in a custom multi-line text field for cross-reference. The customer can rebuild a Problem management workflow using Freshdesk's tag and custom field filtering post-migration.

Xurrent Knowledge Articles store structured content with categories and visibility settings scoped to Services. Freshdesk Solutions stores articles organized by Categories and Folders. We migrate articles as Freshdesk Solution records with the article title, body, and status preserved. Xurrent's service-based visibility settings do not map to Freshdesk's portal-based visibility; we set migrated articles to the default portal visibility and document the original service scope in a custom field for the admin to manage via Freshdesk's portal permissions.

Xurrent SLA Policies define response and resolution times tied to priority levels and Services. Freshdesk SLA Policies (available on Growth and above) apply response and resolution time targets to tickets within business hours. We export the SLA policy definitions (priority-to-SLA mapping, first-response targets, resolution targets, business hours configuration) as a structured reference document. The customer's admin creates corresponding Freshdesk SLA Policies from this document. SLA breach data does not migrate as active SLA records; it is preserved as historical context in the ticket description.

Xurrent Escalation Policies define multi-step notification sequences specifying who is notified, via which channel, and after how long. Freshdesk Automations handle ticket routing, assignment, and escalation triggers. We export the escalation policy structure (step order, time triggers, notification channels, assignee rules) as a structured reference document and flag which Freshdesk Automation rule type (Ticket Creation Automation, Time-based Automation, or Scenario Automations) maps to each Xurrent step. The actual rule logic is rebuilt by the customer's admin using Freshdesk's Automation builder.

Xurrent IMR On-Call Schedules define rotation order and coverage windows across email, SMS, voice, and push channels. Freshdesk does not have a native on-call scheduling feature. We export the schedule configuration including rotation sequence, coverage windows, and escalation path references as structured documentation. The customer can configure agent availability settings in Freshdesk's Groups and configure notification rules for coverage replacement. Integration with an external scheduling tool (PagerDuty, OpsGenie) may be required for full on-call replacement.

Xurrent custom fields on Requests, Services, Incidents, and other objects map to Freshdesk custom ticket fields. We verify field type compatibility during the pre-migration schema review: Xurrent dropdown fields map to Freshdesk dropdowns, Xurrent date fields map to Freshdesk date fields, and Xurrent text fields map to Freshdesk text fields. Multi-select dropdowns from Xurrent map to Freshdesk multi-select fields. Custom field values are preserved as field data during record migration.

File attachments on Xurrent Requests, Incidents, and Knowledge Articles migrate as Freshdesk attachment records linked to the corresponding ticket or solution article. We handle large attachment volume through chunked migration to avoid timeout. Inline images within article body content migrate as separate attachments linked to the parent solution article.