<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- What is the Freshdesk Migration?</strong></p><p><strong>- Generating a Freshdesk API Key</strong></p><p><strong>- Connecting to Freshdesk</strong></p><p><strong>- Mapping Fields</strong></p><p><strong>- Migrating Data from Freshdesk</strong></p><p><strong>- Migrating via the Halo Integrator</strong></p><p><strong>- Update Previously Imported Tickets</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is the Freshdesk Migration?</span></strong></p><p>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.</p><p><br></p><p><strong><span style="font-size: 14pt;">Generating a Freshdesk API Key</span></strong></p><p>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.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdkNDVhODYyLWQ0NjctNDExZS1hY2NkLTJlYjYzNTA0ZTFjOCJ9.v6RjPRGmtQOaNZaTELOwAVUJP1kzbJ9ysQlJkTq8fvM" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 548.224px;" height="548"></p><p><strong><span style="font-size: 10pt;">Fig 1. Generating an API key.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Connecting to Freshdesk</span></strong></p><p>In the Freshdesk module (Configuration > Migrations > Freshdesk), you can first put your Freshdesk URL and API Key in the top fields.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIyOGFmNTM3LTk2N2EtNGQ3ZS1iZjkzLWU4NzcwMDkxZjgwNyJ9.6JIy6CnzJTWQr_vCU5UT8Lzaqr6ZR4qzmDhuCJOc5iU" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 164.122px;" height="164"></p><p><strong><span style="font-size: 10pt;">Fig 2. Entering the Freshdesk credentials.</span></strong></p><p><br></p><p>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.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEyNjgxNWIwLWI0NDEtNDNiZi1iZGM1LWU3N2YyOWIyZWEzNyJ9.H1zJYDLuEiFSIJwrWKLrSr4nUDP37tn0_gAOAKAQbus" class="fr-fic fr-fil fr-dib" width="171" height="120"></p><p><strong><span style="font-size: 10pt;">Fig 3. Popup from correct configuration.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Mapping Fields</span></strong></p><p id="isPasted">Each of these mapping tables function the same way.</p><p><br></p><p><strong><span style="font-size: 12pt;">Company Mappings</span></strong></p><p>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.</p><p><br></p><p>You can also map multi-select fields here and for tickets.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiZDUxMWUxLTQwY2UtNGJjNi05MThiLWEwNmQzNGQzMDhjOSJ9.0IgOTBvRIVl3DEg80Ryr-Y_6gccwSm9unGSQJ5YHRqA" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 176.511px;" height="177"></p><p><strong><span style="font-size: 10pt;">Fig 4. Company Mappings table.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Ticket Mappings</span></strong></p><p><strong>Ticket Type</strong></p><p>The first table for ticket mappings is to map a field in Freshdesk to a ticket type in Halo.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZiYWI2MjE5LTUxZjAtNGJkNC04M2FhLThlMTc3ZGU5NDYyYSJ9.PRMd2-Z4MPZwPeIqT3qeDZ9KMLBzPhUiuKFBkB4q1yA" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 266.948px;" height="267"></p><p><strong><span style="font-size: 10pt;">Fig 5. Ticket Type mappings </span></strong></p><p><br></p><p><strong>Team</strong></p><p>The next is for the team assigned to the ticket, where you can map the Freshdesk team to the Halo team.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRlOGIzNjhlLWVhZGYtNGRlZC1iMDkxLWYzNDAyNDQzOWZiNCJ9.bswA4koRK1pKegRbttioZOimFaU1Mt0yylqWN7ED1h8" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 170.283px;" height="170"></p><p><strong><span style="font-size: 10pt;">Fig 6. Team Mappings table.</span></strong></p><p><br></p><p><strong>Agent</strong></p><p>Agent mappings are done automatically, by email primarily or by name if that does not match.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE1ZTljNWIwLWNhZDctNDhlMS04M2NjLTg3MjY3ZjVkODk0MCJ9.KDk_v52lTvyGKtpUdbbkXx6Gxi2Ers_57kPPwKKlcmc" class="fr-fic fr-fil fr-dib" width="1111" height="41"></p><p><strong><span style="font-size: 10pt;">Fig 7. Agent Mappings notice.</span></strong></p><p><br></p><p><strong>Status</strong></p><p>You can then map the ticket statuses here. You can also select to use a custom status ID instead of a Freshdesk status.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZjNGIwMDhkLTQyNzUtNDkxOS1hMGE3LWY1NjlmOTZiNmVlZCJ9.D_ppSd4MMc-_SiVtYDGJf5t-kbQeg3E0ZapcAWVxXBY" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 127.379px;" height="127"></p><p><strong><span style="font-size: 10pt;">Fig 8. Status Mappings table.</span></strong></p><p><br></p><p><strong>Priority</strong></p><p>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).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgwNTc2ZGM0LTUwMGItNDhlZC1hMWE0LTMwZTg1OGU5ZjZlZCJ9.i525r1yCfX-TR0a-J8PGnsyRIRr18-pbE94d7xZzdd4" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 329.044px;" height="329"></p><p><strong><span style="font-size: 10pt;">Fig 9. Priorities on an SLA with an associated numerical level.</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMwMzUwZWRjLTY1NGEtNDk0Ny04ZmU3LWMxOTE5NjlkMjQ3ZCJ9.vnJfyoVgsIJnbDflqlyf1DyCFx8iGsk3vfMY2LUwJX4" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 177.873px;" height="178"></p><p><strong><span style="font-size: 10pt;">Fig 10. Assigning the priority numbers.</span></strong></p><p><br></p><p><strong>Freshdesk Fields</strong></p><p>You can then map the Freshdesk fields ("Type", "Product" or "Source") to Halo custom fields.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk0ZWZlZTFhLTM1ZjQtNDIwMC1hMjgyLWJhNGJiYjZhMjg2OSJ9.QyusE780bwpPder9eSlB7bPfqATGRy1KadtILmMkzfg" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 126.404px;" height="126"></p><p><strong><span style="font-size: 10pt;">Fig 11. Freshdesk Field Mappings table.</span></strong></p><p><br></p><p><strong>Actions</strong></p><p>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.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc0MzU2ZGIwLTcxMjktNDFhZS1iODdlLTcxYTBiY2E5YTYxNCJ9.F_38WGB37SPfb4fEu7HPIEWQoyhYQbvvjev_emmU5bY" class="fr-fic fr-fil fr-dib" width="741" height="103"></p><p><strong><span style="font-size: 10pt;">Fig 12. Selecting a Text Integer field to import the Freshdesk User ID based on.</span></strong></p><p><br></p><p><strong><span style="font-size: 11pt;">Canned Response</span></strong></p><p>Variables can be mapped from Freshdesk into Halo in the below format.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNjNTAwMDkwLWVkNjItNGExNS1iN2Q0LTZmNmEzMDM0M2Y5YyJ9.BHu3tfFpKNpgCNh3f_bv0K02up3i__LCkfDC4bChjz0" class="fr-fic fr-fil fr-dib" width="1212" style="width: 1214px; height: 178.286px;" height="178"></p><p><strong><span style="font-size: 10pt;">Fig 13. Variable mappings.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Migrating Data from Freshdesk</span></strong></p><p>Finally, you need to choose what to migrate across from either:</p><p><br></p><ul><li><strong>Tickets:</strong> Imports tickets based on mappings set above.</li><li><strong>Articles:</strong> Imports knowledge base articles, Freshdesk drafts will be imported as inactive articles.</li><li><strong>Companies:</strong> Imports new customers, but will not update existing records.</li><li><strong>Canned Text:</strong> Imports new canned texts, but will not update existing records. Attachments will also migrate.</li><li><strong>Article Categories, Folders and Sub Folders:</strong> Imports as FAQ lists, so articles can be imported into these.</li></ul><p><br></p><p>Select the entity in the dropdown, then click the "Import Now" button. In this example, we will use "Tickets".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhkYzEwMjU5LTdiNjEtNDFhMi1hOTkwLTZlNzIxYzM2ODgxYSJ9.UmHNHcYfPJdyVH9Uv3zIiakwd56vg_H5cUcS-emtZzI" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 211.889px;" height="212"></p><p><strong><span style="font-size: 10pt;">Fig 14. Selecting what to import.</span></strong></p><p><br></p><p>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.</p><p><br></p><p>You can also choose whether to allow matching of Users on Name, or only by email address.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk0OTI3MzRmLTI3MzItNGI2Mi1hMDgzLTExMmY0N2NjNjllZiJ9.Vn2WSwg_Kc3vH-Sok-eDULT6RIN1AvDnuQgjTyejKF4" class="fr-fic fr-fil fr-dib" width="709" height="576"></p><p><strong><span style="font-size: 10pt;">Fig 15. Choosing ticket criteria if importing tickets.</span></strong></p><p><br></p><p>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.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU1NjVlMmVhLTk0ZjAtNGFiMi05ZjMzLTc1MjQ5NmU1ZTI2ZCJ9.eKN7T-qfSe1W77_nKlmpV7MY8GuLkrbxQFmfH9H4kkg" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 575.745px;" height="576"></p><p><strong><span style="font-size: 10pt;">Fig 16. Import screen.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Migrating via the Halo Integrator</span></strong></p><p>The Halo integrator can be used to migrate tickets on a schedule over a period, useful for larger migrations.</p><p><br></p><p>After enabling the integrator, you can choose to restrict which tickets are imported by their last updated date/time, as well as if the migration is continuous or only 30,000 tickets per run (per day). This is recommended if the integrator is being run for a long period of time on a system with low memory.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc5ODkzYzI2LThkMjItNGI1Ni1hMjM0LTNhZjIxMzY4MTljMyJ9.LVPNzjCLZ0yBjfFFSaPFvwhlLgRpIj7PeNS_zP2he70" class="fr-fic fr-fil fr-dib" width="849" height="515"></p><p><strong><span style="font-size: 10pt;">Fig 17. Halo Integrator migration.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Update Previously Imported Tickets</span></strong></p><p>Tickets that have already been imported from Freshdesk can be re-imported to update the following fields:</p><p><br></p><ul><li>Ticket Type</li><li>Agent</li><li>Team</li><li>Tags</li></ul><p><br></p><p>Useful when changes have been made to the tickets in Freshdesk since importing them into Halo. </p><p><br></p><p>To do this, ensure that when you are re-importing tickets from Freshdesk you enable the settings highlighted below. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNiZDQ1NTNkLWVmZjYtNGZkZi04MTBmLThjZGU4YjU1Mzc2YSJ9.TIseRGbeqSnFq7MpTvqnfsQ_S7O64QErNKs-ulqgV-U" class="fr-fic fr-fil fr-dib" width="523" style="width: 525px; height: 589.826px;" height="590"></p><p><strong><span style="font-size: 10pt;">Fig 18. Settings to allow existing tickets to be updated during import.</span></strong></p><p><br></p><p>Tickets will match based on the Freshdesk ID associated with the ticket, this will be set when the ticket is initially imported/created.</p>
