How Dovetail Games Achieved a Smooth Freshdesk to Zendesk Migration

Posted by
Tetiana Belevska

September 1, 2025

UK

location

2008

founded

51-200

employees

The team was very friendly and helpful throughout. We got everything we needed out of the migration process in a simple and quick process.

Chris Medlock Player Experience Manager at Dovetail Games

About Dovetail Games

Dovetail Games is an award-winning developer and publisher of immersive simulation games, including Train Sim World and Fishing Sim World. Players worldwide explore rich, interactive worlds built with cutting-edge technology, enjoying the freedom to unleash their creativity.

Publishing consistently across PC and console platforms, Dovetail Games delivers high-quality content and supports long-term partnerships through flexible, transparent models. Based in Kent, their team of over 140 passionate individuals combines creativity, expertise, and a commitment to work-life balance—driving innovation in simulation gaming and delivering engaging experiences to players everywhere.

How did the idea to move from your existing help desk to a new one come about? Was there a specific challenge or need that sparked the decision?

To align with our partners and make better use of their integrations.

What data was most important to migrate? Were there any records you couldn’t afford to lose?

Our knowledge has been built up over many years, and it was essential for this to be transferred intact.

How did the migration go for you? Did you have any special requirements or customizations?

For the most part, the tool was simple to use, and the Demo process allowed us to get everything configured before we went ahead with the complete migration.

However, the Demo isn't able to adjust the quote for some more specific requirements, leading to some differences between what was discussed and the price presented to us at the payment stage.

Our migration expert clarifies that pricing depends on several factors: the number of records, automated options, the service plan, and any custom work. To estimate the cost, run a Demo Migration. During the demo, our tool counts the records for migration and generates a price for the full transfer. If you select pre-built options or a service plan, the Migration Wizard adds them to your quote.

Automated options cost more when they affect more records. Service package pricing also changes based on features. The Standard plan comes free, while Premium and Signature plans add extra fees.

After a Demo Migration, you get a quote that shows the cost for records, automated options, and a service package. Custom work doesn’t appear in the quote because it requires individual review. For this reason, the final price may differ from the Demo Migration estimate.

Why would you recommend using the automated tool for help desk data migration?

The team was very friendly and helpful throughout. We got everything we needed out of the migration process in a simple and quick process.

What are 2–3 tips you’d give to others planning a data migration?

Plan ahead, ask lots of questions, and be sure you have everything you need before you start the process.

Our migration experts also recommend taking these steps before moving from Freshdesk to Zendesk:

1. Remove duplicates and back up your Freshdesk data.
2. Create matching custom fields for tickets, contacts, and organizations in Zendesk.
3. Add macros in Zendesk to transfer canned responses from Freshdesk.
4. Set up agent profiles in Zendesk.
5. Disable Zendesk automations and required field conditions to prevent conflicts.
6. Activate Zendesk Guide to migrate the knowledge base records.
7. If you have a multilingual Help Center in Freshdesk, add the same languages in Zendesk Guide.
8. Run a Demo Migration, review the results, and adjust data mapping if needed.