Can I migrate Agents to Freshservice?

Yes, you can. However, because Freshservice does not allow creating agent profiles via API, you need to manually set up the accounts in your Freshservice before starting the Demo Migration. In this case, our service will assign Tickets to the right agents.

Take into account the following pieces of advice:

    • Agent emails in source help desk and Freshservice are an exact match.
    • Agents have full agent permissions in source help desk and Freshservice
    • All agents in Freshservice are active. That is: accepted the invitation and activated their account.

Otherwise, the tool will assign Tickets to a default agent (usually the user whose credentials were used on the Migration Wizard).

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