Freshdesk uses numeric codes for statuses and priorities, and prefixes custom fields with cf_. cStar handles all of it automatically.

Export from Freshdesk

  • Contacts -- Admin > Contacts > Export (CSV)
  • Tickets -- Use the Freshdesk API for JSON export (there's no native CSV ticket export)

Field Mappings

Freshdesk cStar
subject Title
description Description
status (2/3/4/5) Open/Pending/Resolved/Closed
priority (1/2/3/4) Low/Normal/High/Critical
source (1-10) Channel type
requester.email Customer email
tags Tags
conversations Message history

Conversations

Each conversation entry becomes a message in cStar:

  • body / body_text as content
  • incoming flag determines customer vs. agent
  • private flag marks internal notes
  • from_email as sender
  • Timestamps preserved
  • Attachment URLs referenced

Custom Fields

Freshdesk's cf_ prefix is stripped for display. Fields appear as custom_fields.cf_your_field in the mapping step.

Source Channels

Code Channel
1 Email
2 Portal
3 Phone
7 Chat
9 Feedback Widget
10 Outbound Email

Upload your export at Settings > Team > Import and cStar takes care of the translation.