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 in Freshdesk.

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 / Urgent
source (1-10) Channel type
requester.email Customer email
tags Tags
conversations Message history

cStar's priority enum is low / normal / high / urgent. If you've previously seen "Critical" used for Freshdesk priority 4, that maps to urgent here, since they're functionally the same tier.

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

Freshdesk source codes are normalized into cStar's 5-value channel enum (email, chat, form, api, widget):

Code Freshdesk meaning Normalized to
1 Email email
2 Portal form
3 Phone email
7 Chat chat
8 Social email
9 Feedback Widget form
10 Outbound Email email

If your team relies on the original Freshdesk source for reporting, store it in a custom field during import.

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