In this guide we will cover:
– Generating a Freshdesk API Key
– Connecting to Freshdesk
– Mapping Fields
– Migrating Data from Freshdesk
The Freshdesk migration tool can be used to bring over data from your Freshdesk instance into Halo. Tickets, articles, companies and canned texts can be imported with this method via the API.
Generating a Freshdesk API Key
In Freshdesk, go to your Profile settings in your account, and click "View API Key" in the "Your API Key" area. Copy this/make note of it.
Fig 1. Generating an API key.
Connecting to Freshdesk
In the Freshdesk module (Configuration > Migrations > Freshdesk), you can first put your Freshdesk URL and API Key in the top fields.
Fig 2. Entering the Freshdesk credentials.
Once entered, click the "Test Configuration" button. If the correct credentials are entered, the following popup will show. If there are any errors, they will show in its place to help troubleshoot it.
Fig 3. Popup from correct configuration.
Mapping Fields
Each of these mapping tables function the same way.
Company (v2.180.1+)
The first set of mappings if for any company fields. Click the "Add" button to show the popup with two dropdowns – one for the Freshdesk field and one for the Halo field. Here is where you can select each field that corresponds with the other.
As of v2.184.1+, you can also map multi-select fields here and for tickets.
Fig 4. Company Mappings table.
Ticket
Team
The next is for the team assigned to the ticket, where you can map the Freshdesk team to the Halo team.
Fig 5. Team Mappings table.
Agent
Agent mappings are done automatically, by email primarily or by name if that does not match.
Fig 6. Agent Mappings notice.
Status
You can then map the ticket statuses here. You can also select to use a custom status ID instead of a Freshdesk status.
Fig 7. Status Mappings table.
Priority
Next is priority mappings. The numbers used for the Halo priorities are based on the priority level set against them on the SLA of the ticket type you are going to use to import. (The ticket type will be selected later).
Fig 8. Priorities on an SLA with an associated numerical level.
Fig 9. Assigning the priority numbers.
Freshdesk Fields
You can then map the Freshdesk fields ("Type", "Product" or "Source") to Halo custom fields.
Fig 10. Freshdesk Field Mappings table.
Actions
To use this feature, a custom field of entity "User" and input type of "Integer" must be created to store the Freshdesk User ID. This can be set with a spreadsheet import with data from Freshdesk. This will match the action to display on the ticket the user who completed it.
Fig 11. Selecting a Text Integer field to import the Freshdesk User ID based on.
Migrating Data from Freshdesk
Finally, you need to choose what to migrate across from either: Tickets, Articles, Companies or Canned Text (v2.180.1+). Select the entity in the dropdown, then click the "Import Now" button. In this example, we will use "Tickets".
Fig 12. Selecting what to import.
A popup will then show to configure the ticket type the tickets should be created with, the cut-off date for when tickets were last updated, and to select statuses to import. If left blank, all statuses will be imported.
You can also choose whether to allow matching of Users on Name, or only by email address.
Fig 13. Choosing ticket criteria if importing tickets.
Upon clicking "Save", an import screen will be generated with the values within the entity that fit the criteria set above. Now click "Start" to import.
Fig 14. Import screen.
