NeetoDesk offers free migration from Freshdesk, including your tickets, contacts, conversation history, attachments, canned responses, and knowledge base. We preserve your original Freshdesk ticket numbers, and most migrations are completed within one to two weeks.
What we migrate
Tickets, keeping their original Freshdesk ticket numbers.
Complete conversation history for every ticket, including both public replies and private internal notes, in the original order.
Statuses, priorities, ticket types, tags, and the channel each ticket came from.
Custom fields of type text, paragraph, dropdown, number, date, and checkbox, along with the built-in Type field. Nested Freshdesk categories are mapped to Category and Sub-category in NeetoDesk. Other field types aren't recreated as fields, but their values are kept with your account and can be mapped later.
Contacts, matched to NeetoDesk customers by email, along with companies, agents (including deactivated agents), and groups.
Canned responses.
Attachments and inline images.
What doesn't migrate
The following features are not migrated and need to be set up fresh on your side.
Automation rules and scenario automations. Share screenshots of your rules and we'll help you recreate them in NeetoDesk.
SLA policies and business hours.
Reports, dashboards, and customer satisfaction (CSAT) survey history.
Channel connections such as social media, chat, and phone. These need to be reconnected in NeetoDesk.
Agent signatures, time entries, and the Freshdesk audit log.
What does it cost
Migrating tickets from FreshDesk is a 100% free service and it doesn't cost you anything.
How the migration works
The migration happens in two phases.
Phase 1: Analysis
We review your Freshdesk data and compare it with how NeetoDesk stores tickets, contacts, conversations, and attachments. If any adjustments are needed in the migration script, then those changes are done.
Once the analysis is done, then we copy tickets to NeetoDesk as a test run. After the test run, you are asked to look around to ensure that things are looking ok. If needed, scripts are changed/tuned, and more test runs are done.
Once you are comfortable with the way the tickets are being migrated, then we will discuss the phase 2, which is the switchover.
Please note that during the analysis phase, we don't make any changes to your freshdesk account. Your freshdesk account conitnues to work the way it's working. We just copy tickets and other information to NeetoDesk.
Phase 2: Switchover
On the agreed date, we'll perform the final migration. Before running the migration we ask you to turn off your freshdesk account so that no new ticket comes to freshdesk while we are migrating the tickets.
Migrating tickets do not take much time. However migrating attachments take time since the attachments need to be downloaded and then uploaded again. In general the whole process is done between 1 to 4 hours. If you have a lot of tickets and a lot of attachments then it might take longer.
Before you go live, we'll review the migrated data with you. If anything needs to be mapped differently, we'll make the necessary changes and rerun the migration until you're happy with the result.
Sharing your Freshdesk data
To begin the migration, you'll need to share two things with us: your Freshdesk subdomain and your Freshdesk data. There are two ways to provide your Freshdesk data.
Option 1: Freshdesk API key
If your Freshdesk plan includes API access, we recommend sharing a read-only API key. This is the simplest option because it lets us import your data directly from Freshdesk.
Here is Freshdesk's guide to finding the API key.
Option 2: Manual export
If your Freshdesk plan doesn't include API access, you can export your data from Freshdesk and share the export file with us.
Here is Freshdesk's export guide.
When creating the export:
Choose JSON as the export format.
Select all the checkboxes so the export includes every available data type.
Send the exported file to NeetoDesk support once it's ready.
Freshdesk's JSON export includes references to files attached when a ticket was created, but it doesn't include a way to download those files. Attachments added in replies and private notes are included.
If your plan includes API access, you can also share a read-only API key along with the export file. We'll use it to retrieve the missing ticket creation attachments as well.
How long it takes
Most migrations are completed within one to two weeks. This includes analyzing your data, scheduling the migration, completing the import, and verifying everything with you before you switch over.
There is no downtime with either approach. You can continue using Freshdesk until the agreed switchover time, and you can start working in NeetoDesk as soon as your tickets have been imported.
Ticket numbers stay the same
Your tickets keep their original Freshdesk ticket numbers, including any gaps.
If your NeetoDesk account already contains tickets, we'll renumber those tickets above your Freshdesk ticket range so the imported tickets can keep their original numbers.
Replies from customers will continue to thread into the correct ticket because email threading is based on the email conversation, not the ticket number.
Spam, trash, and archived tickets
Archived tickets are migrated as closed tickets.
Spam and trashed tickets are also migrated into the Spam and Trash folders in NeetoDesk, so nothing is lost while keeping them out of your active views.
If you'd prefer not to migrate spam or trashed tickets, let us know before the migration and we'll exclude them.
Your knowledge base moves to NeetoKB
Freshdesk includes a knowledge base as part of its help desk. In the Neeto ecosystem, ticketing and the knowledge base are separate products: NeetoDesk for tickets and NeetoKB for your knowledge base.
If your export or API data includes knowledge base articles, we'll migrate them to NeetoKB at no additional cost. Categories, folders, articles, authorship, tags, and SEO metadata are all preserved.
This part of the migration is quick. Even a large knowledge base typically takes around five minutes to migrate.
Going live with your email
Your support mailbox (Gmail, Outlook, forwarding from your existing address, or your own email server) is what turns incoming emails into tickets. We recommend connecting it early, so it's ready before your migration is complete.
If new tickets arrive before or during the final migration, they'll simply receive ticket numbers above your highest imported Freshdesk ticket number. This ensures there are no conflicts while your imported tickets retain their original numbers.
The migration itself doesn't send any emails to your customers. Emails are only sent after you begin working with tickets in NeetoDesk.
Limitations
Attachments larger than 25 MB aren't migrated because 25 MB is NeetoDesk's maximum file size per attachment.
Starting the migration
To start the migration, contact NeetoDesk support through chat, email at [email protected], or our Slack community: https://neeto.com/community.
During the migration, we'll likely need some input from you, so there may be some back-and-forth communication.
If you use Slack, join our community and post a message in the #neeto-desk channel saying you'd like help with your migration. Our support team will connect you with an engineer who will guide you through the process. If you don't use Slack, we're equally happy to help over chat or email.
Once you're in touch with us, share the approximate number of tickets in your Freshdesk account, your Freshdesk subdomain, along with either your Freshdesk API key or your export file.
We'll review your data, let you know if anything needs attention, and confirm a switchover date with you. On the agreed date, we'll perform the final import and begin migrating attachments in the background. You can start using NeetoDesk as soon as your tickets have been imported.