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Freshservice Data Migration Checklist

Switching between help desks has always been hard, you don’t know what to expect and what could go wrong. And sometimes, even related articles are of no help, since they just outline the general aspects of the data migration process, which is not enough to mitigate the possible risks. Top it off with tons of headwork, all the complexity, and high price, and it’s not that surprising why many tend to put off the transfer till the last minute.

Truly, it was like this before automated third-party solutions like Help Desk Migration appeared on the market. Now, you can migrate the data over to virtually any help desk, including Freshservice, with little to no effort. With our service, you get a high-level automation tool along with an intuitive interface, affordable price, and constant agent support all in one package. And the best thing, you only pay for what you migrate - nothing less, nothing more. On top of that, you don’t have to deal with the technical side at all, nor you’re required to have any data migration expertise.

We know it sounds like something closer to a dream than a reality, but that’s in fact what we offer to all of our clients. Moreover, to make the switch even smoother, we’ve put together a guide, with some of the essential things you should and shouldn’t do before, during, and after the migration. This multiple-step checklist covers every nook and cranny of the data migration to guarantee you the best possible experience during the import. Without further ado, let’s dive into the Freshservice data migration plan.

Keep in mind that this checklist is exclusive to Freshservice, with all its features and limitations, and is not suitable for other platforms.

Before we get to all the necessary steps, it’s important to mention that you cannot import Inline images to Freshservice.

However, you can migrate over to Freshservice all the key data, which makes the platform perfect for transfer. If you have any questions related to the records, feel free to contact our support team. They will be more than welcome to give you the answers.

Note: When importing your Knowledge base into Freshservice, its dates will change from the original ones to the dates of data migration itself.

Before You Set up the Migration

Transferring records between help desk solutions is not something many would call ‘easy’, considering all the headwork that has to be done prior to the migration. But, we’re here to help. If you have little idea what to begin with and where to start, simply follow the steps below and you’ll be at your goal in no time.

1. Choose a date for migration

While it sounds like something that shouldn’t be your top priority, deciding on a date is vital for the data migration success. There are several factors that you have to consider, and combining all of them to fit a single day is certainly not a five-minute decision.

  • Give your team enough time to prepare. Preparation is probably the most time-consuming part of the whole process, and even if you get to cut some corners, it may still take up to several days. Your agents will have to do the lion’s share of work, and it’s important to take things slow to ensure the integrity of your data is preserved.
  • Be ready to limit your work. The migration may last up to 24 hours, depending on the amount and quality of data you want to import. Since you won’t be able to use Freshservice, we recommend aiming for the day with the smallest amount of help desk related work possible to minimize the loss.

Now you see why we mentioned it first. A good start – is half the work.

2. Speak to your team

So, you’ve decided on the migration to Freshservice and even picked a date, now your priority should be to inform your team. The sooner – the better. Not only your agents will see a 180-degree turn to their normal workflow, they will have to reconsider their tasks and start closing the tickets before the transfer. Depending on the number of unresolved tickets you have, it can take quite some time, thus it’s important to give notice to your team as soon as possible.

Instead of having one-to-one talk several times, you can gather a meeting and invite everyone whose work will be affected by the big change. Make a plan to talk through, including the things that we will mention in the next steps, and distribute responsibilities among your agents. The latter is needed to lift the weight from your shoulders and ensure overall higher-level accuracy and productivity.

A tip from the HDM team: Set a reminder a day before, to prevent someone from accidentally continuing work on your current help desk. It can be an email, a group call, a calendar event, or whatever works for you the best.

Just like your agents will be affected by the transfer, your customers will be, too. Thus, it would be great to inform your clients (on a blog, if you have one) why there will be downtime in the first place. This way, they’ll be more lenient to you on the cut-off date, as well as after, when you’ll still be figuring out how to use Freshservice to the fullest.

3. Clean up your data

When you start fresh, it’s nicer to work with a neatly organized space as well. To avoid transferring the messy data over to Freshservice, take the time to go through your current records, and get rid of unnecessary things. You’d be surprised how many duplicates, unassigned ticket conversations, outdated profiles, and invalid emails you can find in the process. A great way to cut corners when cleaning your data is to use the ‘Last modified’ filter to locate and delete data you haven’t used for a long time. We learned from the years of practice, that if you haven’t used certain records for more than a year, the chance that you’ll use them again is close to zero.

Tip from the HDM team: Ask your agents who deal with the data daily to go through the records and decide what to keep and what can be left out. Their help here is worth its weight in gold. Additionally, our service charges per migrated record, so the less entities you migrate – the less you’ll have to pay.

However, depending on the amount of data you’ve compiled over the years, this step may take days (even with the help of your best people). We took it into account and made it possible to automate the process of data filtering. With HDM, you can just tell us the criteria you want your data to be filtered with, and we’ll do the rest for you. This option is not free, however, it can save hours or even days of manual work.

4. Prepare Freshservice for the transfer

Just like you need to prepare your data for the transfer, you should also prepare your new help desk to receive that data. Make sure to сreate corresponding custom fields.

A custom field is a thing that makes it possible to easily locate the needed records in Freshservice upon the transfer. You just have to recreate them identically (name and type should coincide). To do so, go to Admin > under General Settings click Form Fields > choose the field type > fill in the needed credentials > hit Save.

how to create custom fields in freshservice

how to create custom fields in freshservice

5. Contact our team

After you’ve completed all the previous steps, reach out to our team to discuss all the definitive details of the upcoming data import to Freshservice. Our super-friendly support agents will answer all of your questions, share the tips, and coordinate your further actions. Also, it’s the perfect time to discuss the possibility of personalized transfer, including adding tags, migrating CC, filtering tickets, and more.

Keep in mind that the process of migration is lengthy itself, and customization may only add up extra hours. We recommend you to contact the Freshservice team in advance and ask them to temporarily increase your API limits.

You’re Almost Ready

1. Turn off notifications

Turn off Email Notifications and other triggers, including validation and duplicate rules. It will take only a few minutes to disable these but will prevent all end-users and admins from receiving numerous emails. This will ensure that data won’t be updated during the migration and that no errors will occur afterwards.

To disable notifications in Freshservice, go to Admin > under General settings click Email Notifications > go through all tabs and disable email notifications.

how to disable notifications in freshservice

how to disable notifications in freshservice

2. Disable Priority Matrix

Priority Matrix is a feature of Freshservice which can automatically assign a priority to an issue. Since we migrate Priority to Freshservice, this feature can have an effect on the outcome of your transfer. If you have the Priority Matrix enabled during the migration, then Freshservice will set priorities according to it. Therefore, the priority statuses will differ from those in the source help desk. If you want to keep all priorities as they were in the source help desk, then you have to disable the Matrix before starting Demo and Full Data Migration. To do so, go to Admin > click on Priority Matrix under Helpdesk Productivity > toggle OFF the Enable Priority Matrix option. Once the migration is over, you can go back to this menu and re-activate the Priority Matrix.

how to disable priority matrix in freshservice

how to disable priority matrix in freshservice

3. Disable Workflow, Scenario Automations, and Closure Rules

We advise disabling these features for the time of migration so they would not interfere with the transfer process. Check out this article for a visual step-by-step tutorial.

4. Run a demo migration

From years of experience, we’ve learned that people are more likely to venture to a Full Data Migration if they can experience a free sneak-peek into how things will look like upon the transfer. That’s exactly why we offer a demo migration, so you can test things out free of charge.

The demo is the process that fully mirrors the Full Data Migration, but on a smaller scale. During this trial, we take twenty random tickets and transfer them over to Freshservice. This process should not last more than five minutes. The best thing about our demo is that if something doesn’t line up properly, you can return to the previous step, make the needed adjustments, and redo the demo. You can repeat it several times if needed until you get the perfect results.

After the Demo Migration

1. Check the result in Freshservice

To ensure that the Full Data Migration result will meet your expectations, you’ll have to carefully check the outcome of the demo. We kept the test portion of data (20 tickets) intentionally small, so you can examine the demo results in no time.

During the examination, pay attention if:

  • all comments got migrated, and if the authors of the comments are the same;
  • the tickets are assigned to the correct agents;
  • all the custom fields got migrated;
  • the customers and companies are migrated correctly;
  • the attachments are migrated.
Note: It’s crucial to check each ticket, primarily its location and quality features, to detect any issues right away.

If you’re looking for a detailed step-by-step explanation on how to check the results of demo migration, take a look at this guide.

If you’re completely satisfied with the results, proceed to the next step. However, if you notice something out of place, don’t hesitate to contact us. Our agents will then look deeper into the issue, so they can advise you on how to fix it.

2. Request a custom demo

If you have some tickets with more replies, attachments, or notes than your usual ones and want to see how they migrate over to Freshservice, feel free to request a custom demo - we’ll transfer the specific ticket IDs that you want. Simply contact our team to discuss the peculiarities of customized demo migration.

Before Full Data Migration

1. Keep in mind the basics

We understand that there may be several reasons for data migration. Some are simply looking for an upgrade, the others just moving separate teams. No matter what drives you, we always advise running the Full Data Migration on a day with the smallest amount of incoming requests. If needed, you can still work on your source help desk during the transfer, however, the records created or updated after the start of the Full Data Migration will not appear in Freshservice automatically. If you don't want to lose that data, you can always opt for delta migration.

2. Initiate Full Data Migration

Phew. That was a lot of headwork. But, you’re now ready to initiate the Full Data Migration. Just press the ‘Start’ button and from that moment all of the records will start transferring one by one over to Freshservice.

Note: The migration will only begin after:

  • The payment is confirmed. It may take some time, that’s why we highly recommend you to pay in advance. This way, you can start at any suitable time. You can also schedule the migration to start automatically – all you have to do is choose the time and day. Yes, it’s that simple.
  • Agree to the checklist. Just click on the corresponding link to open a short checklist of the essential steps you should do prior to transfer. If everything looks good, put a tick in a checkbox and you'll be able to proceed to the Full Data Migration.

Speaking about the Full Data Migration, you don’t have to sit in front of the computer the whole time – just check on the transfer from time to time or ask your agents to do so. Our team will keep a close eye on the process of migration and if something seems out of place - we’ll contact you right away.

3. Don’t change anything

The process of migration may take up to 24 hours. It’s likely that you can notice something out of place and feel the need to change that. In such a case, it’s better to leave things as they are, at least until the end of the transfer. Interfering with the transfer may lead to inevitable changes, requiring hours to be solved, and considering all the efforts put into the import, it’s not worth it. Simply inform us about the issue and our agents will then take care of it in time. When it comes to something like data migration, it’s better to leave things to the professionals.

After the Import is Done

1. Examine everything

The hard and time-consuming part is over now. But there are a few things left to do. Naturally, after the Full Data Migration is complete, you’ll have to examine the results to make sure everything went as expected. However, it’s no longer that small test portion of data. This time, you will probably need your agents’ help to cut the time.

Remember that you shouldn't only check the number of migrated records but make sure they are readable and in place. A proper inspection right after the Full Data Migration leaves a place for a correction on our side if noticed right away (within five days after the migration date) free of charge. So, if you notice something out of place, get in touch with our team as soon as possible.

2. Set up a new platform

Your new workspace is almost now ready to be running. If you want it to work to the fullest, enable all the notifications, and set necessary settings. Don’t forget to update the Knowledge Base links and enjoy your new help desk.

Wrapping it Up

And that covers the whole process of data migration from A to Z. Data migration is not that complicated if you follow a detailed checklist and have a team of professionals covering your back. Help Desk Migration service will take care of your data to ensure you have the best experience prior to, during, and after the transfer.

If you still have some questions about the data migration to Freshservice, our super-friendly support team is always ready to help. Click on the chat icon and get to talking.

More data migration checklists here.

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