Freshdesk data import, export, and merging

Data import to Freshdesk with Help Desk Migration — no stress, no downtime

Embrace the benefits of one of the best help desk platforms without missing a beat. Help Desk Migration safely moves all your contacts, tickets, and attachments to Freshdesk — so you can focus on what matters most: your customers.

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Available fields and records for Freshdesk data transfer

HELP DESK

Agents Migration

With Help Desk Migration, you can map agents from your source platform to agents in Freshdesk and vice versa to control how tickets are assigned after migration. You can map multiple agents to a single one.

Missing agents

No problem — you can automatically create Freshdesk agents during the setup process.

Deleted and inactive agents

You can reassign tickets from deleted or inactive agents to an active agent on the target platform.

Customer Fields:

  • ID
  • Name
  • Email
  • Phone
  • Company
  • Details
  • Language
  • Time zone
    • String custom fields
    • Boolean custom fields
    • Dates custom fields
    • Number custom fields

Organization Fields:

  • ID
  • Name
  • Description
  • Domains
    • String custom fields
    • Boolean custom fields
    • Dates custom fields
    • Number custom fields

Ticket Fields:

  • ID
  • Subject
  • Tags
  • Company
  • External ID
  • Group
  • Source
  • Status
  • CC
  • Staff
  • Contact
    • Comment author
    • Comment privacy
    • Comment publicity
    • Comment body
    • Comment attachments
    • Comment recording
    • Comment created date
    • Conversation subject
    • Conversation external IDs
    • Conversation status
    • Conversation events
    • Conversation created date
    • Conversation updated date
  • Created date
  • Updated date
  • Closed date
  • Brand
  • Form
  • Custom status
  • Type
  • Priority
  • Due date
    • String custom fields
    • Boolean custom fields
    • Dates custom fields
    • Number custom fields

KNOWLEDGE BASE

Category Fields:

  • Name
  • Description
  • Position
  • Translations

Section Fields:

  • Name
  • Description
  • Position
  • Category
  • Translations

Article Fields:

  • Title
  • Body
  • Position
  • Author
  • Folder
  • Status
  • Tags
  • Redirects
  • Translations
  • Attachments
  • User segments
  • Permission groups

CUSTOM OBJECTS

Custom objects migration

Move non-standard data—like assets, warranties, and more—into Freshdesk with full structure and relationships intact.

Migration tool

Rely on our smart, reliable migration tool to handle complex Freshdesk custom object transfers with ease.

Outsource migration

Let our experts handle the heavy lifting—perfect for complex or large-scale Freshdesk migrations.

Buy migration

Get one-time, done-for-you Freshdesk custom object migration—no subscriptions, no recurring fees.

Enterprise-Grade Support

Custom object migration backed by professional services, data validation, and expert consulting.

Learn what core Freshdesk data types — like tickets, contacts, organizations, and more — you can seamlessly transfer during your help desk migration.

Yes, Help Desk Migration transfers agent profiles, including names and email addresses, so your support team’s structure remains consistent.
Absolutely. You can manually map agents even if their email addresses differ across platforms.
If agents from your source platform don’t exist in Freshdesk, you can request to reassign their tickets to existing agents in the target account.
Yes. You can migrate tickets in any status—including closed or resolved—along with their full history and past conversations.
Inline images can be migrated to Freshdesk. All screenshots or embedded visuals will be transferred as attachments to your new platform.
By default, unassigned tickets are assigned to a default agent in Freshdesk. You can request to remap them to a specific agent of your choice.
Yes. CC fields are supported during ticket migration, and Help Desk Migration will transfer CC recipients to ensure all relevant stakeholders remain visible in the ticket history.
Yes, company (also known as organization) records—including name, description, domain, and supported custom fields—can be migrated to Freshdesk without issue.
Absolutely. Help Desk Migration maintains relationships between companies and their associated contacts and tickets, ensuring your Freshdesk setup mirrors your original structure.
Help Desk Migration matches contacts by unique identifiers (usually email). If a contact already exists, the system updates the existing record instead of creating a duplicate.
Yes, you can apply filters based on criteria such as date created, tags, or status to import only specific contacts.
Duplicates are merged or updated based on unique identifiers like email addresses to prevent redundancy in Freshdesk.
Yes. You can map custom fields from your source platform to Freshdesk’s custom fields to ensure all relevant information carries over accurately.

Discover how we handle the transfer of your FAQs, how-to guides, and help center content — including articles, sections, and folders — to and from Freshdesk’s Knowledge Base.

We migrate articles, folders (sections), and categories—including titles, HTML body content, SEO metadata, attachments, and publication status.
Internal links won’t update automatically during migration. For example, moving from Zendesk to Freshdesk will retain the original Zendesk URLs. Since platforms use different link structures and IDs, we recommend auditing and manually updating URLs post-migration to avoid broken links. We're actively working on improving this in future updates.
Yes, Help Desk Migration maintains your original hierarchy, so categories, folders (sections), and articles appear in Freshdesk just as they did in your previous platform.
Embedded images are migrated as attachments linked to their respective articles, ensuring they're still visible. Videos hosted externally (e.g., YouTube, Vimeo) remain functional. Locally hosted video files can also be transferred as attachments if supported.
We migrate SEO titles and descriptions. However, Freshdesk generates new article URLs. For SEO continuity, we recommend setting up 301 redirects after migration.
Absolutely. You can choose to migrate all articles—published, drafts, or archived—depending on your needs.
Yes. If your source platform supports multiple languages and Freshdesk is configured accordingly, we can migrate localized versions of your articles.
If Freshdesk lacks a specific feature (e.g., custom fields or tags not natively supported), we’ll help you map data as closely as possible or find an alternative approach.

Have unique data? We support custom object migration to Freshdesk through our tailored professional services — ensuring all your business-critical data comes with you.

Custom objects are non-standard data types—such as assets, warranties, or subscription records—unique to your business. Whether you use our migration tool or choose to outsource, we can migrate these to Freshdesk while preserving data integrity.
We offer expert-led professional services. Our team maps your custom objects to Freshdesk’s data model using their custom objects API or custom fields, depending on your setup.
Yes. We ensure relationships between custom objects and standard records (e.g., tickets, contacts, companies) are retained—so everything stays connected in Freshdesk.
Most custom object migrations go beyond what automated migration tools can do. That’s why businesses often choose to outsource migration to us for accurate, semi-automated, or manual handling—backed by expert support.
We’ll guide you through setup—or take care of it entirely. Whether you use our migration tool or professional services, we ensure your Freshdesk account is ready for a successful custom object migration.

Additional Migration Options

Add tags to newly migrated tickets

You can automatically add tags to every ticket you bring into Freshdesk to easily organize, filter, and track your migrated records and keep your support workflow neat.

How it works

Migrate the newest records first

If your workflow can’t afford downtime, you can import your newest tickets first. This way, your team can jump into current customer issues immediately while the rest of the data migrates in the background.

How it works

Skip attachments

Skipping attachments speeds up ticket and data migration by leaving out files like images or documents. This is especially useful if attachments aren’t critical or you want a quicker setup.

How it works

Migrate side conversations

If you’re moving from Zendesk to Freshdesk, you can bring side conversations over as private notes. This way, all background discussions will stay intact, giving your agents the full context to handle support cases effectively.

How it works

Migrate call recordings

If you want to keep important voice interactions when moving from Zendesk to Freshdesk, you can migrate call recordings along with the rest of the data. Recorded calls are transferred as ticket attachments, giving your team full access to customer call history.

How it works

Migrate inline images as attachments

Inline images — photos, screenshots, and other visuals — embedded in ticket messages can be migrated as separate attachments. This keeps your tickets just as they looked before the move, without any visual details lost.

How it works

Update cross-links between articles

If your knowledge base articles link to each other, those links can be preserved during migration. This helps both customers and agents easily navigate related content in Freshdesk, with no broken links or extra post-migration editing.

How it works

Migrate content translations

If you have a multilingual knowledge base, there’s no need to transfer the translations manually. Help Desk Migration moves all article translations automatically, so global customers continue getting support in their preferred languages right after the migration.

How it works

Use Custom Demo

Unlike the Free Demo, which moves random data, one-time Custom Demo lets you select specific tickets or articles to test-migrate before the full import. It’s a great way to preview exactly how your data will look in Freshdesk and make adjustments without risk.

How it works

Special Features

DELTA MIGRATION

Delta Migration lets you transfer only new or updated tickets, contacts, and records created after your initial full migration. This saves time and effort, as you don’t have to move everything all over again. It’s ideal for keeping your Freshdesk account perfectly up to date so your support team always has the latest information without any data gaps or duplicates.

INTERVAL MIGRATION

Interval Migration lets you pause and resume your Freshdesk import in smaller chunks over a set period. This flexible approach works well if you want to migrate data in stages, fitting the process around your team’s busy schedule. It helps avoid support disruptions while ensuring a smooth, controlled transition to Freshdesk.

CUSTOMIZATIONS

Want to tailor your Freshdesk import just the way you need it? From filtering your source data to mapping custom fields, adding extra tags, or handling CC emails your way, Help Desk Migration’s support team is here to help.

Reach out anytime to customize your migration for a smooth, hassle-free move!

Why import data to Freshdesk

  • Effortless omnichannel experience

    Freshdesk brings together customer conversations from email, phone, live chat, social media, and self-service portals into a single, easy-to-manage workspace. Your team can work faster with zero app-switching or context loss.

  • Powerful automation meets AI intelligence

    Freshdesk’s Freddy AI goes beyond automation to prioritize tickets, suggest responses, and automate routine tasks. Your agents are free to focus on more complex issues, resolving them faster.

  • Highly customizable workflows and interfaces

    With FreshThemes and customizable ticket fields, you can tailor the dashboard and workflows to fit your brand and team’s unique needs, making support more personal.

  • Built-in robust collaboration tools

    Features like shared ticket ownership, internal notes, parent-child ticketing, and agent collision detection keep teamwork seamless. Multiple agents can work together without overlap or getting in each other’s way.

  • Scalable deployment options

    Whether you prefer cloud-based convenience or on-premise control for security and compliance, Freshdesk can readily adapt to your company’s size and regulatory requirements.

  • Mobile-first support

    With Freshdesk’s mobile apps, agents can respond to tickets and collaborate on the go, addressing customer issues wherever they are.

  • Extensive third-party integrations

    Connect Freshdesk with your CRM and project management, communication, and other business tools to create a unified ecosystem that streamlines workflows and enriches customer data.

  • Transparent and flexible pricing

    Freshdesk offers a range of plans for support teams of all sizes, with no hidden fees, perfect for growing businesses on a budget.

  • Global presence and reliable support

    Backed by Freshworks’ worldwide footprint and active community, Freshdesk users benefit from continuous updates, strong technical support, and a vibrant ecosystem.

Looking for a Freshdesk trial with benefits?

Sign up for a Freshdesk account using our partner link and get 10% migration discount reserved for you.

Get Freshdesk plus 10% off migration

Help Desk Migration keeps your data safe and secure from start to finish

Security and Compliance

GDPR-compliant

Your data privacy matters. Help Desk Migration fully follows GDPR guidelines, so every step of your Freshdesk import meets rigorous European data protection standards, giving you and your customers peace of mind.

SOC 2 Type II certified

You can be confident that your Freshdesk migration is in safe hands. Help Desk Migration’s SOC 2 Type II certification means that their security practices are independently audited and meet top industry standards for handling sensitive information.

Encrypted during transit and storage

Your data is protected by strong encryption from the moment it leaves your old help desk until it safely arrives in Freshdesk. This keeps your information secure both in transit and at rest.

No third-party access

Your data stays private throughout the migration. No third parties ever see or handle your information — only trusted Help Desk Migration professionals manage your transfer.

Help Desk Migration

Ready for a smooth, secure, hassle-free Freshdesk data migration?

Let Help Desk Migration do the heavy lifting. Don’t risk downtime or data loss — get started today! Fill out the contact form, and our team will guide you every step of the way.

Start data migration

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