Help Desk Migration Service
X

Freshdesk Data Migration Checklist

Natalia Tomchyshyn June 3, 2024

For a seamless Freshdesk data migration, two things are crucial:

  1. A comprehensive, step-by-step guide that will take you through every stage.
  2. A secure solution like Help Desk Migration can automate and simplify the process from start to finish.
smart_display
Guide to Freshdesk Demo Migration

Curious about how to smoothly migrate your data to Freshdesk? Watch our video tutorial for a detailed walkthrough on running a Freshdesk Demo Migration.

Watch now

Migration success starts long before the actual data transfer. Recent research shows that 80% of data migration projects exceed budget and are not completed on time. To ensure an accurate move to Freshdesk, take these key steps:

Stage 1: What should I do before setting up a Freshdesk migration?

1. How do I create a Freshdesk migration strategy?

Follow these steps for a smooth migration:

This makes the migration easier and more organized.

2. How should I prepare my team for Freshdesk migration?

Make sure your team knows what to expect:

Note: Send a reminder the day before to avoid anyone working in the old help desk by mistake.

Also, inform your CEO about the migration status and send a reminder (via email or calendar event) a day before the Full Data Migration.

3. How do I prepare Freshdesk for data migration?

Before migrating data to Freshdesk, ensure your account is properly set up so all fields, agents, and articles transfer smoothly. Follow these steps:
Customize your Freshdesk migration with advanced options.

How do I create custom fields in Freshdesk?

You have two options:

Option 1: Create custom fields manually in Freshdesk
To add custom fields in Freshdesk, go to Admin > Workflows > Ticket Fields.

You can also create custom fields for contacts, accounts, and other modules within their respective sections in the Admin settings.

Option 2: Create Custom Fields Using the Migration Wizard

Note: Mark fields as optional to avoid empty values.
Assign a default value to each dropdown required field.

Verify agents and groups
Ensure you create all agents and groups in Freshdesk and match them correctly with those from your source platform.

What should I know about agent profiles during data migration?

The Migration Wizard sets up agent profiles using the available seats in your Freshdesk account.

  1. If you have unassigned, inactive, or deleted agents:
  2. → Set a default agent during mapping. This way, all tickets will be linked to an agent correctly.

  3. Do I need to activate the help center before importing articles?
  4. Yes. If you want to import Knowledge Base articles, the help center must be active.

Only the account owner can do this:

  1. Go to Guide → Settings in the sidebar.
  2. Click Activate.

Can I filter my help desk data before migration?

Yes, with Help Desk Migration, you can adjust data filtering to save your time and ensure the relevance of transferred records.
It should be noted that API filtering can reduce the price, but that different platforms have different filtering capabilities

After the Demo Migration, you can add filters to choose which tickets to move.

Filters can be combined using AND/OR logic and grouped for more precise selection.

Need more advanced filtering options?

Book a call to explore custom data filtering options.

Contact us

4. What limitations should I know before migrating to Freshdesk?

  1. Agents Matching: You can create agents using the migration tool unless you’re working with a Customer Service Suite account—in that case, you need to create agents manually. Agents are created with full rights but without any group assignments. During the ticket migration, the tool checks whether each agent-assignee belongs to the appropriate group and adds agents to groups based on ticket assignments and group mapping. When Freshdesk is the target account, you can match both Agents and Account Administrators (including occasional ones). When Freshdesk is the source account, all agent types are available for matching.
  2. Contacts Migration: If a contact exists in both source and destination accounts, they are matched by email. In this case, custom fields of contacts are not updated. Contacts will be updated with their associated migrated companies. If contact and company exist in the target but aren’t linked: The tool will link them based on the ticket data.
  3. Companies Migration: If companies exist in both the source and destination accounts, you match them by name. You don’t update their custom fields during the migration, but you do add contacts to the matched companies as part of the process.
  4. Tickets Migration: If the source platform doesn’t provide a proper ticket description, we use the message body instead. Since Freshdesk doesn’t support agents as the author of a ticket description, we add the actual description as the first comment. Additionally, when Freshdesk is the target platform, we migrate the ticket subject into the description field.
  5. Soft-deleted contacts: Tickets associated with soft-deleted contacts are migrated into the Spam folder. To ensure proper migration, these contacts must be manually reactivated or permanently deleted in advance.
  6. Archived tickets: You can migrate archived tickets if the ID of the last archived ticket is provided.
  7. Comments: All comments migrate as private notes or public notes (not replies).
  8. Source options: API, Email, Portal, Phone, Chat, Feedback Widget, WhatsApp
  9. Ticket requester: If the requester is a contact in the source, but an Agent in Freshdesk: (The agent will appear as the ticket requester.) f the requester is a Collaborator: (A new contact is created with +collaborator in the email (e.g., test+collaborator@gmail.com)).
  10. Portals: By default articles migrate from a single default portal. If you need to migrate multiple portals, the process must be customized.

5. How to improve migration to FreshDesk with additional pre-built options

To improve your migration to Freshdesk, you can take advantage of the additional pre-built options offered by the Help Desk Migration service. These features help streamline the process, reduce manual work, and ensure your data is accurately and cleanly transferred.

These pre-built options help streamline your Freshdesk migration, making it faster, more reliable, and aligned with your support workflows.

6. Can I customize my Freshdesk data migration?

Yes. You can fully customize your Freshdesk migration using both built-in options and advanced settings. This lets you control how your data is transferred and ensures it meets your specific business needs.

1. What customization options are available?

Use these built-in features in the Migration Wizard:

Note: Among popular customizations, you might be interested in

Need some specific custom work? Then contact our support team to discuss your needs and get a full-on custom migration.

2. What advanced customizations can I request?

Our team can customize your migration to fit your needs:

Stage 2: What should I do just before starting the Demo Migration to Freshdesk?

Take a few quick steps before launching the Demo Migration to avoid errors or unexpected changes.

Should I turn off Freshdesk automations before migration?

Yes, it’s recommended to turn off Freshdesk automations before migration to prevent triggering actions (such as emails, ticket updates, or assignments) on imported data.

Why turn them off?

How to disable automations in Freshdesk?

1. Ticket Creation Automations

2. Time-Triggered Automations

3. Scenario Automations

Document all scenarios and afterward, delete them.

Once your migration is complete and verified, you can re-enable these automations.

You can keep the scenarios active, but keep in mind that even if you disable Agent Notifications, Freshdesk still might send updates during the migration.

Should I disable parent-child ticketing?

Freshdesk’s Parent-Child Ticketing (available in Estate and Forest plans) can cause migration errors. That’s because all “Task” type tickets require the Parent-Child relation field. If this field is missing, the Migration Wizard won’t migrate the ticket.

1. Login as an Administrator and navigate to the Admin section.

2. Scroll down to the Helpdesk productivity and click Advanced ticketing.

3. Toggle off Parent-child ticketing in the upper right.

4. Confirm the action by clicking Disable.

5. You’ll receive a notification confirming the feature’s disablement, allowing you to proceed with data migration.

Alternative method:
If you can’t disable automations, select “Add a tag to migrated tickets” during data mapping in the Migration Wizard.
Then go to Freshdesk and update your automation rules to exclude tickets with that tag. This way, you prevent existing workflows from affecting migrated tickets.

2. What access credentials do I need to set up the migration?

To connect Freshdesk with our tool, you need:

3. How do I run a Free Demo Migration to Freshdesk?

Initiate a Demo Migration to test out the possible outcome of the Full Data Migration. During this data transfer, our tool moves 20 random tickets from your current helpdesk to Freshdesk. You can run it as many times as you need. Go through the steps below:

  1. Sign in to your Migration Wizard.
  2. Connect your source and target solutions.
  3. Choose the data you want to import.
  4. Match agents and groups.
  5. Map tickets and articles.
  6. Pick up automated options.
  7. Start your Free Demo Migration.

A Free Demo Migration helps you test the setup before the full migration. It transfers 20 random tickets and 20 help center articles (if available).

Does the Demo Migration work the same as the Full Migration?

Yes, the Migration Wizard processes Demo and Full Migrations the same way.

If any ticket data is missing or incorrect during the Demo, the same issue will likely occur in the Full Migration.

How to check:

Note: During the Demo Migration and Full Data Migration, tickets and related data migrate in the same way. So, if some ticket data weren’t migrated or/and transferred incorrectly during the Demo Migration, it won’t be moved in the Full Data Migration.
Download the Demo reports for migrated/failed/skipped records and check if everything migrated correctly. If any issues appear, contact our support team.

Stage 3. What should I check after the Demo Migration to Freshdesk

After completing your Free Demo Migration, check the results in Freshdesk to confirm that everything transferred properly. The Demo Migration process is identical to the Full Migration. It uses the same logic and configuration, but on a smaller sample (usually 20 tickets and 20 articles).

You should verify in Freshdesk:

Note: Run Demo Migrations as many times as you need. If some records don’t transfer correctly, fix the issues and run the Demo again. This way, you can adjust your data mapping and ensure everything migrates properly before the Full Migration.

Stage 4: What should I know while running a Full Data Migration to Freshdesk?

Before the Full Data Migration to Freshdesk, check the following:

  1. Freshdesk considers inactive or deleted contacts as Spam. Double-check if you have such.
  2. Base64 inline images in Knowledge Base articles will migrate into attachments.
  3. Create the required custom Contact and Company.
  4. Ensure you have admin rights to your accounts in the source platform and Freshdesk.
  5. Only the requester can create the first comment in Freshdesk. If an agent makes the first comment on the source platform, it will be attributed to the requester during migration, changing the author in the description. To prevent this issue, our tool duplicates the ticket subject into the description and transfers the first comment to the first public note.

When migrating data to platforms where notifications, triggers, and automations activate during import, it’s crucial to disable these settings beforehand. Failing to do so can make using the target account during migration difficult or even impossible. We recommend performing the migration using the source account first, followed by a Delta migration (available with the Signature support plan). This approach helps ensure a smoother transition without interruptions caused by unintended triggers or notifications in the destination account.

Note: Delta Migration transfers new and updated records created after the Full Migration begins. It keeps Freshdesk up to date without interrupting your support. Use Delta Migration to capture all changes and finish your data transfer smoothly.

It’s best to avoid updating migrated tickets in the target account before completing the Delta migration. Because any changes made before the Delta may be overwritten or lost during the process.
If updates were made prematurely, don’t worry — we can still perform the Delta migration without deleting duplicates. In other words, even if some adjustments slipped through, there’s a way to work around it.

Keep these in mind:

Can you make changes during Full Migration?

If you’re still working in the source system and planning a delta migration, you can continue submitting and handling tickets as usual. If you’ve already switched to the target, ticket processing can continue there as well. Please note that settings, fields, agents, and groups should remain unchanged during this phase.

How do you start a Full Data Migration to Freshdesk?

Make sure you:

After that, the Migration Wizard will start transferring records in the cloud—you don’t need to keep your browser open. You can track progress on the Full Migration page or wait for our notification.
Migrations typically take between 20 minutes and several days, depending on your data size.

Note: Freshdesk uses UTC time, so timestamps may differ from your local time.

Final Stage: What should I check after the Full Freshdesk Data Migration?

After completing your Full Freshdesk Data Migration, review your data carefully to ensure everything is transferred correctly:

Find a problem?

Drop us a line and we will rerun migration.

Set up a Demo

Finally, notify your team that the migration is complete and ready for use.

1. What should I do after the Full Data Migration is complete?

Congratulations on completing the Full Data Migration! The first thing to do is check the migration results to ensure everything is transferred correctly.

2. Why can’t I see all the tickets in Freshdesk, and how do I view them?

By default, Freshdesk doesn’t display all tickets automatically.
To view them, go to Tickets > Filters > Apply the needed filters. You can choose to view the tickets by Date, Agents, Groups, and so on.

If you can’t locate something, check if search filters are set for all tickets at any time. Later, if you haven’t solved the problem, write to our support reps.

3. How can I update my links?

As the Full Data Migration is completed, set up your Freshdesk account:

Have questions or need us to review your setup? Contact us — we’re here to help.

Looking for more data migration details?

Let’s talk now
Sign up