Freshdesk

An API key. You paste your Freshdesk address (acme.freshdesk.com) and the key from Profile Settings; Shuttio reads that account only.

Object by object: What objects are supported for Freshdesk migrations.

What Shuttio reads and moves

The list below describes the move into Odoo. Where Clarify or Odoo differ, the destination's own article says so.

• Companies: As Odoo companies, with the first domain as the website. A company already in Odoo is matched by any of its domains, then by name, and linked instead of duplicated.
• Contacts: As Odoo contacts, matched by email and linked to their company in a second pass. Agents are not created as Odoo users.
• Tickets: As Helpdesk tickets in one team called Freshdesk. The subject is the title; the status picks the stage (Open, Pending, Resolved, Closed, and any custom status your account has), created when Odoo lacks it; priority low, medium, high, urgent becomes 0 to 3; tags and the ticket type become Helpdesk tags; the requester is the customer.
• Ticket details: When the ticket was opened, its channel, status, type, assignee and group are written at the top of the description, because Odoo does not let anyone set a ticket's creation date.
• Assignee: A ticket is assigned to the Odoo user with the same email as its Freshdesk agent, if there is one; otherwise it is unassigned and the description names the agent.
• Conversations: Each reply and note becomes a note in the ticket's chatter with its date. The author and whether it was a public reply or a private note are written at the start of the note.
• Matching: Nothing is overwritten: a company or contact already in Odoo is linked to, not changed.

Where each thing lands

Notes, tasks, meetings, calls, files, owners and lists depend on the destination. This is the row for Freshdesk, generated from the same tables the runner uses:

Each destination's own article says how its data is written: Odoo.

Permissions and why

Use an agent who can see all the tickets you are moving. Freshdesk allows 100 to 700 requests a minute depending on your plan (50 on a trial); a large account takes hours, and the run pauses when Freshdesk asks it to slow down until you resume it. The key is stored encrypted and deleted 14 days after the migration finishes. You can reset it at any time in Freshdesk under Profile Settings.

Known limits

• Attachments: Files on conversations are named in the note but not copied.
• Agents as Odoo users: Each Odoo user is a paid seat, so none is created. Tickets are assigned to an existing user with the same email.
• Solution articles, canned responses, automations, time entries, satisfaction ratings: They are not records in Odoo's Helpdesk; recreate the ones you want there.
• Custom ticket and contact fields: Not read in this version.
• Spam, deleted and archived tickets: Freshdesk's ticket list leaves them out.
• Odoo without the Helpdesk app: Community Odoo has no Helpdesk, so only companies and contacts move, and the Objects step says so.
• Rate limits: Freshdesk allows 100 to 700 requests a minute depending on your plan (50 on a trial), fewer for the ticket and contact lists. Shuttio stays under them and pauses the run if Freshdesk still pushes back; Resume carries on. A big account takes hours: each ticket's conversations are a call of their own.
• Emails: ticket replies that arrived by email are read as conversations of their ticket; Shuttio reads no mailbox.