Freshservice data import, export, and merging

Import your data to Freshservice quickly, securely, and hassle-free

With Help Desk Migration, service desk data import to Freshservice is easy and secure. Our zero-code tool will transfer all your contacts, tickets, attachments, and other types of records without any downtime. It’s an easy, hassle-free way to switch to one of the top ITSM solutions.

OR

You can import all your core data to Freshservice. Tickets, contacts, organizations, and more—transferred effortlessly.

Freshservice data import is the process of transferring records—such as tickets, contacts, companies, knowledge base articles, and other support-related data—from another help desk, service desk, or file-based source into your Freshservice account. This process ensures that your existing data is preserved and accessible in your new Freshservice environment without manual entry or data loss. With Help Desk Migration, this import can be automated, accurate, and tailored to your specific needs—including custom objects, relationships, and workspaces.

You can import a wide range of records into Freshservice, including tickets, contacts, organizations, agents, knowledge base articles, attachments, custom objects, ticket comments, tags, ITS problems, changes, tasks and other records.

Yes, Help Desk Migration supports automated data transfer from more than 80 help desk, service desk, or ITSM, including Zendesk, Freshdesk, Jira Service Management, ServiceNow, and many other popular help desk platforms.

Absolutely. Whether you're using multiple workspaces for different teams or departments, our tool allows precise targeting to ensure data is imported exactly where it belongs.

The duration of your data import to Freshservice depends primarily on the volume of records being transferred. On average, the process can take anywhere from a few minutes for small datasets to several days for large or complex migrations.

Yes, importing sensitive data into Freshservice is safe when done through trusted migration tools like Help Desk Migration. We use secure encryption protocols and follow strict data protection standards to ensure your information remains confidential and intact throughout the migration process. Additionally, Freshservice itself complies with industry-leading security certifications to protect your data once imported.

Yes, you can migrate tickets along with their attachments to Freshservice. Our migration process ensures that all files linked to tickets are transferred safely and remain accessible.

Yes, ticket notes, internal comments, and timestamps are included in the migration, keeping the full context and history of your support interactions intact.

Yes, data from database dump or CSV files can be migrated to Freshservice. Our tool supports a variety of formats and can handle complex data structures with proper mapping.

Learn everything you need to know about importing your knowledge base into Freshservice.

Yes, the automated data migration service allows you to preserve article categories and folders during your knowledge base migration to your new platform.

Yes, the Help Desk Migration automated tool supports the migration of multilingual knowledge bases to Freshservice. Just make sure that the corresponding languages are enabled in your Freshservice portal before initiating the migration. This ensures each article is properly mapped and imported under the correct language version.

Yes, article images will be preserved during the data import. The tool ensures that embedded images are migrated along with the content and properly linked in the Freshservice environment.

Absolutely! You can migrate your knowledge base from Confluence, Freshdesk, ServiceNow, or virtually any other service desk platform to Freshservice. The Help Desk Migration tool allows you to connect your source and target platforms, map knowledge base data, including articles, categories, folders and launch the migration at your convenience with minimal disruption.

You can choose an additional migration option to automatically update internal links between articles during your data transfer. With this option enabled, all internal article links will be rewritten to match the new Freshservice URLs after the migration. This ensures that links between related articles remain functional and accurate in your new knowledge base.

Yes, you can merge multiple knowledge bases into a single Freshservice instance using the Help Desk Migration tool.

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

Yes, you can migrate custom objects—such as assets, contracts, warranties, and any other non-standard records—to Freshservice. Our migration tool preserves relationships, fields, and data structure to ensure a seamless transfer. For complex cases, our team can assist with custom mapping and configuration.

Absolutely. Custom fields and ticket tags from your source system can be imported into Freshservice.

Success Story

Smooth ITSM Migration: Travis Perkins Moves to Freshservice

ServiceNow → Freshservice | Wholesale Building Materials

travisperkins.co.uk
UK
Location
1988
Founded
10K+
Employees
Data Migrated
Incidents
Problems
Changes
Requests
Knowledge base records
Migration Summary

Challenge:
Migrate ITSM and sensitive HR data wholly and accurately.

Solution:
Automated migration with pre-built customizations.

Result:
The company successfully moved all ITSM and HR records to Freshservice.

"I think Help Desk Migration was brilliant. They quickly understood everything we explained and grasped the nuances of how our systems were set up, especially our ServiceNow database."

SK
Saagar K. Business Analyst at Travis Perkins

We had been using ServiceNow for over 12 years. Over time, the system became heavily customized, making it challenging to keep up with the latest features because many of our custom elements were not compatible with new functionality.

The data in our Configuration Management Database became less reliable, as automated discovery tools could no longer be fully supported. Tracking Service Level Agreements and other ITSM performance measures was challenging because our setup had diverged from standard ITIL practices and ServiceNow reporting.

Adopting new features or integrations was expensive and often required third-party implementation.

We decided to move to an ITSM solution that could be self-configured, with built-in AI to provide greater automation for standard processes and simplify overall management.

Our first step in preparation was to segment the data based on use cases for transfer from ServiceNow. Operational datasets migrated into Freshservice included open IT incidents, problems, changes, requests, and knowledge articles. Open and closed HR case data up to three years old were also included.

Archive data was retained for future reference to meet GDPR, audit, and operational requirements. This included closed IT tickets needed for investigations or auditing system access, as well as closed HR cases required to comply with GDPR for up to seven years.

We then defined the data sources, whether ServiceNow archive or production, and identified the targets, including Freshservice and the data warehouse, along with the retrieval methods.

Operational data was mapped at the attribute level between the source tables and the target in Freshservice.

Finally, we decided to commission expertise to manage the retrieval of data from ServiceNow and ensure the migration process was handled efficiently.

The most important data to migrate was HR data containing sensitive, personally identifiable information. Legal requirements demand retention of up to seven years, with accuracy, completeness, and restricted access to unauthorized users.

ITSM data was also critical, particularly open incidents, changes, and service requests. These tickets needed resolution in the target system after cutover, so it was essential to migrate an accurate and complete set of open items just in time.

Clive Allen: It was a big piece of work in a short amount of time, so there was bound to be stress and a few problems along the way. But in the end, everything turned out well.

1. Data mapping

Saagar K.: I’m not from a deeply technical background, so I wouldn’t necessarily call these “challenges,” but some issues only came up as we started running into them. For example, as we explored how the tables and mappings worked, we were discovering things as we went along.

We didn’t fully understand the mappings that Freshworks was doing. In hindsight, I think it would have helped if Help Desk Migration had shown us an example of how all the mappings worked. Then we could’ve handled more of it ourselves. Instead, everything had to go through Freshworks, which added delays and created a few extra problems.

Dee Streikus: Once we started communicating directly with Help Desk Migration, things moved much faster. We understood each other quickly, especially with Clive involved. He and Help Desk Migration were able to sort out the mapping conversations much more efficiently.

2. Retrieving archived data from ServiceNow

The second challenge involved retrieving archived data from ServiceNow. Something happened on the ServiceNow side. The initial extraction missed attachments, necessitating a complete re-run of the process for the large HR dataset and delaying the decommissioning of the previous system.

Vanessa Vasani: To be fair, ServiceNow really rallied in the end to help us solve it. So that was a joint effort. Without their intervention, we wouldn’t have gotten everything done.

Saagar K.: Other than that, the tool’s really intuitive. The Migration Wizard was actually pretty easy to follow, even from a non-technical perspective. We could just go in and kind of understand it. The downloads and extractions were pretty straightforward, though the file sizes for archiving were huge.

Dee Streikus: You’re very flexible and adaptable to customer needs. Every time we asked for something, Ira and Ihor would take it and usually come back with answers within a day at most. You’re very reactive, and almost everything we needed was delivered.

Vanessa Vasani: I thought that because, honestly, the feeling we got was that you really cared about our success. It really came across that it mattered just as much to your team as it did to us. It felt like an extension of our team. It stopped feeling like a third party, and instead, we felt like a group all trying to solve the same problem.

Your platform has a lot of advantages. Apart from the Migration Wizard, the fact that it's reversible and that you've automated the retrieval and deletion process are important. You can do test migrations and then reverse them. I think that’s really powerful. We took full advantage of that.

  1. Engage Help Desk Migration early, months before the move, to support planning.
  2. Retrieving archived records can be slow, so large datasets may take weeks. Plan ahead and confirm all data, including attachments, is recovered.
  3. Data mapping is complex and must be tested in practice, as some formatting issues appear only after migration. Start testing early and allow for multiple iterations.

"I was thinking of giving you kudos for the three P’s—platform, people, and process. I think all of those are really strong."

VV
Vanessa Vasani Head of Enterprise Architecture at Travis Perkins

Popular Migration Routes to Freshservice

Freshservice is a go-to choice for IT teams looking to modernize their service management. Some of the most common migration paths include Zendesk to Freshservice, Freshdesk to Freshservice, and ServiceNow to Freshservice. Businesses switch to Freshservice to take advantage of its ITIL-ready workflows, built-in asset management, and powerful automation tools—all designed to streamline IT operations and boost service efficiency.

Zendesk
to
Freshservice
Freshdesk
to
Freshservice
ServiceNow
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Freshservice

Why import data to Freshservice

  • Modern, intuitive interface

    Freshservice’s clean, user-friendly design means your team spends less time learning and more time resolving issues. This makes IT service management feel effortless from day one.

  • Multi-channel support made simple

    Capture and resolve requests from the portal, email, chat, or phone, ensuring every user gets help quickly — whatever their preferred way of contact.

  • Smart automation at your fingertips

    Automate ticket assignments, approvals, and notifications with just a few clicks so your IT team can focus on complex problems instead of repetitive manual tasks.

  • All-in-one asset management

    Easily track hardware, software, and other IT assets in one place, maintaining control, reducing costs, and avoiding compliance headaches as your organization grows.

  • Self-service portal that empowers users

    Give employees the tools to solve their own issues with a customizable self-service portal, complete with FAQs and knowledge articles tailored to your company’s needs.

  • Deep insights with real-time analytics

    Monitor trends, track KPIs, and generate custom reports instantly, enabling your IT leaders to make informed decisions and continuously improve service quality.

  • Adapted specifically to ITSM needs

    Freshservice is built specifically for IT teams, with features and workflows tailored to the way IT service management works.

  • Built-in project management

    Keep IT projects on track with integrated task management, timelines, and collaboration tools, keeping everyone aligned from kickoff to completion.

  • Effortless integrations with top tools

    Freshservice connects seamlessly with popular apps like Slack, Teams, and Jira, keeping your IT operations in sync without disrupting the workflows your team relies on.

  • Security and compliance you can trust

    Protect your data with enterprise-grade security features, role-based permissions, and compliance certifications to meet industry standards with confidence.

Why Help Desk Migration is ideal for importing data to Freshservice

Help Desk Migration

A simple migration workflow

1

Connect your source and target

Start by linking your current service desk system to Freshservice. You can select the exact workspace for data imports to Freshservice, retaining full control over the process.

2

Map your records

Match your data fields from the source platform to the corresponding ones in Freshservice. This ensures tickets, contacts, custom fields, and attachments transfer accurately, their relationships intact.

3

Run a Free Demo

Test your future data import to Freshservice with a Free Demo with 20 random tickets and 20 knowledge base articles. You can run as many demos as you need.

4

Check results

Review the demo migration results carefully. You can run Free Demos as many times as needed to make sure all data is imported to Freshservice exactly how you want it.

5

Run your Full Migration

Choose a convenient date and time to start your full data migration. The process runs smoothly in the background, with no downtime or disruption to your current help desk operations.

Help Desk Migration — a solution trusted by teams that imported data to Freshservice

Renewable Energy Infrastructure Group Arkansas Tech University Zenops LCBC Church Echo Inc.

Additional Options

Add tags to newly migrated tickets

Make your imported tickets easy to find by automatically adding custom tags. This helps your team quickly filter, categorize, and prioritize new tickets right from the start, making your Freshservice workspace organized and efficient from day one.

How it works

Migrate the newest records first

Give your team instant access to the most recent tickets by migrating the latest records first so they can start helping users without delay.

How it works

Skip attachments

Speed up your data import to Freshservice by choosing to skip attachments. This option is perfect if you want a faster transfer and don’t need to bring over large files, saving both time and storage space in Freshservice.

How it works

Migrate side conversations

If you’re moving from Zendesk, you can bring over side conversations as private notes in Freshservice. This keeps important internal discussions intact and accessible, so your team never loses valuable context on past tickets.

How it works

Migrate call recordings

Do you need to migrate recorded calls from your Zendesk account? Help Desk Migration handles that, too: all your recorded calls can be transferred as ticket attachments. This means your team keeps access to important voice communications, with a complete support history available in your new Freshservice account.

How it works

Migrate inline images as attachments

Preserve all the visual details by migrating inline images as attachments. Screenshots, diagrams, and other important visuals will stay connected to the right tickets and articles in Freshservice.

How it works

Use Custom Demo

Would you like to see exactly how specific records will appear in Freshservice after migration? Try our one-time Custom Demo. Unlike the Free Demo, it lets you handpick up to 20 tickets and 20 articles to preview how your critical data will appear in Freshservice before starting the Full Migration.

How it works

Special Features

DELTA MIGRATION

Need to transfer only the new or updated records after your initial migration? Delta migration makes it easy by syncing only the changes made since your last migration. This way, your Freshservice data stays current without the need to repeat the Full Migration, so your team can work uninterrupted during the transition.

INTERVAL MIGRATION

Want to import a large amount of data to Freshservice without long downtime? Interval migration lets you move your data in smaller batches, step by step, at convenient times. With this approach, you keep your service desk running smoothly while gradually moving your records to Freshservice.

CUSTOMIZATIONS

Do your requirements for data import to Freshservice go beyond the scope of Help Desk Migration’s automated features? No worries, we can handle those as well.

Whether you need to migrate data from integrations, transfer ticket events as private notes, or add details to the imported tickets, our team will address all these needs with care and expertise.

Checklist

Explore Freshservice Migration Checklist

Curious about what it takes to move your data into Freshservice? Our detailed checklist walks you through every stage—from preparation and setup to execution and validation—ensuring your migration is seamless and stress-free.

Freshservice Migration Checklist

Freshservice Professional Services

Setting up Freshservice the right way can make all the difference in how smoothly your IT service desk runs. At Help Desk Migration, we provide end-to-end professional services to configure, customize, and fine-tune Freshservice so it matches your ITSM processes and business goals. From first-time setup to advanced workflows, our experts help your team deliver faster, more reliable support.

What Our Professional Services Cover

  • Freshservice Setup & Configuration: We tailor Freshservice to your exact IT needs, including:
    • Designing service catalogs and request forms
    • Configuring ticket fields, automations, and SLAs
    • Setting up asset management and the CMDB
    • Building incident, problem, and change management flows
  • Process Audit & Expert Guidance: Our consultants review your Freshservice environment and provide clear, actionable improvements to streamline IT workflows, boost efficiency, and align with best practices.
  • System Integrations: We connect Freshservice with the tools your team already uses—CRM, ERP, HR software, monitoring platforms, and more—to create a unified IT ecosystem that reduces manual work and improves visibility.
  • Role-Based Training: Whether it’s admins, agents, or managers, we deliver customized training sessions to help your team:
    • Master ticket management and automations
    • Build and maintain the service catalog
    • Track and manage assets with CMDB
    • Generate and analyze performance reports
  • Freshservice AI Enablement: Harness Freshservice’s AI features to handle repetitive tasks, suggest smart resolutions, and empower employees through intelligent self-service.

Freshservice Professional Service Sessions

Our sessions are designed for hands-on learning and practical improvements:

  • Admin Training (~1.5 hours): Configure, customize, and maintain Freshservice.
  • Agent Training (~1.5 hours): Ticket handling, escalation management, and effective collaboration.
  • AI Bot Training (~30 minutes): Deploy and optimize Freshservice’s AI capabilities.
  • Analytics & Reporting (~1.5 hours): Build dashboards, monitor KPIs, and improve decision-making.
  • Interactive Q&A (~1.5 hours): A personalized session to address your team’s unique needs.

Let’s discuss!

Your data security is in expert hands

Security and Compliance

GDPR-compliant

Help Desk Migration strictly follows GDPR guidelines to protect your personal and business data. We handle your information with full transparency and respect, upholding data privacy rights throughout the migration process so you can move sensitive records to Freshservice with confidence.

SOC 2 Type II, SOC 3 certified

Our platform is proudly SOC 2 Type II, SOC 3 certified, which means we have undergone thorough independent audits to verify our security controls. This certification guarantees that your data is managed with the highest standards of confidentiality, integrity, and availability.

Encrypted during transit and storage

To protect your data at every stage of import to Freshservice, Help Desk Migration uses strong encryption protocols both while your data travels across networks and when it’s stored on our servers. Your information remains confidential and safe from interception or unauthorized access at all times.

No third-party access

We prioritize your data’s confidentiality by ensuring that no external parties have access to your information during the migration. Our strict internal policies and secure infrastructure prevent unauthorized access, keeping your data private and protected — exclusively between you and Help Desk Migration.

The cost of data import to Freshservice with Help Desk Migration

Our pricing is custom, transparent, and flexible. The final cost depends on the volume of data you want to import, any extra features and customizations, and the support package you select. Rest assured, there are no hidden or unnecessary fees — just straightforward pricing you can trust.

Simply run a Free Demo to get an accurate estimate of how much it will cost to import your data to Freshservice.

Estimate Data Migration Cost

Freshservice News

Freshservice Product Updates

Smarter Ticket Replies with Freddy AI Copilot
Freshservice is making AI assistance more accessible. Agents can now use the “Reply using AI” option directly inside a ticket to instantly generate troubleshooting steps or tailored responses. Faster replies, fewer manual edits, and more consistent communication across the team.

Approvals for Post-Incident Reports
Post-Incident Reports now follow a clear approval workflow. Agents can draft a report, route it to managers or stakeholders for review, and publish it only when everyone signs off. A simple improvement that brings accountability and structure to incident documentation.

Freddy AI Agent in the Employee Self-Service Portal
Freshservice has introduced Freddy AI Agent to the Employee Portal, turning everyday support interactions into conversational search. Employees can quickly find answers, track their tickets, request services, manage approvals, and resolve issues — all powered by an integrated AI assistant.

Build Custom Insights with Freddy AI
Teams can now go beyond default insights. Freshservice lets you create custom metrics inside Freddy AI Insights using filters, data controls, and up to two agent groups. This gives organizations more visibility and context for monitoring performance.

Freshservice Migration News & Improvements

Changes & Problems Statuses Added to Migration
We’ve expanded our Freshservice migration capabilities with complete support for all Changes and Problems statuses. This gives you full control over mapping and ensures your ITSM workflows continue uninterrupted after the migration.

Improved Knowledge Base Migration with Subfolder Support
Freshservice Knowledge Base migration now preserves the entire folder hierarchy, including subfolders and all nested articles. This enhancement ensures your documentation structure is transferred accurately, especially useful for customers with deeply nested or complex KB setups.

Help Desk Migration

Let’s bring your data to Freshservice together!

Schedule a call with our Help Desk Migration team today! We’ll walk you through the process, answer your questions, and help you get started with a smooth, hassle-free migration.

Book a call

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