> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# 2026 10 21 freshdesk unresolved import

# Durable unresolved Freshdesk import

Deliver a separate unresolved-first import while the historical download continues.

1. Persist a run and selected ticket IDs, with queue recovery, bounded retries, cancellation, and per-ticket progress.
2. Reuse session mappings and deterministic message IDs. Serialize both import paths per organization/ticket. Commit completion markers with verified session data. Historical imports must skip completed targeted items.
3. Fetch a consistent ticket/thread snapshot directly from Freshdesk, retain requester/agent attribution, and preserve attachments.
4. Add permission-gated additive endpoints and a settings control with progress/retry/cancel. Explain that agents must pause source work during cutover; completed sessions belong to OpenCX.
5. Test restart, overlap, atomic rollback, tenant isolation, and source pagination failures against the actual database with vendor fixtures. Run focused existing importer tests, typecheck, scoped lint, and docs validation.
6. Review the final diff, commit, push, and open a PR. Do not deploy or restart the current production import.

The backend worker and run API are delegated to targeted\_backend; the shared writer, bulk protections, dashboard, and documentation are owned by the primary agent.

## Rollout

The feature defaults off (`FRESHDESK_PRIORITY_IMPORT_ENABLED=false`). Deploy the schema and both workers first. Wait for every old bulk worker to terminate (its graceful drain can last six hours), or safely replace it so its job resumes on the new binary. Only then set `FRESHDESK_PRIORITY_IMPORT_ENABLED=true` on the API. Confirm the dedicated priority worker is running. Do not enable during a mixed-worker rollout: an old bulk binary does not honor completion markers. Before customer cutover, reroute inbound messages and pause source agents/automations; completed sessions are owned by OpenCX and are never caught up from Freshdesk again.


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