Migrate from Freshdesk - Zoho Desk Knowledgebase

Migrating From Freshdesk to Zoho Desk

When migrating data from a FreshDesk account to Zoho Desk, it's essential to seamlessly transfer crucial information such as customer details, ticket history, agent interactions, referenced articles, comments, and attachments. Ensuring an organized migration process is vital to maintain data integrity and operational continuity. With Zwitch, users can initiate a structured migration or export of data from Freshdesk to Zoho Desk, ensuring that all relevant modules are transferred efficiently and coherently.

Note: The Primary Contact and Support Administrators can initiate data migration. 

Modules that can be migrated from Freshdesk to Zoho Desk

Before proceeding with the migration steps, it's important for users to take note of the process that occurs during the data processing and data retention phase.

What happens during data processing?

  1. Data format: 
    1. Freshdesk data is accepted in XML format.
    2. JSON format is not supported for migration.
  2. Zoho desk migration:
    1. Zoho Desk has a migration wizard with a template for Freshdesk data.
    2. Use Zwitch to submit a Freshdesk backup for validation.
    3. The wizard extracts data module-wise and makes API calls to Freshdesk.
  3. File naming:
    1. Keep backup file names unchanged as exported from Freshdesk.
    2. Follow a specific pattern such as Users1.xml and Users2.xml for Users, Tickets, and Companies files.
  4. Data modules:
    1. Migration includes custom fields, KB items, and attachments.
    2. Organizations file in Freshdesk becomes Zoho Desk Accounts.
    3. Users file is used for Agents, Contacts, and EndUsers.
    4. Tickets,Threads, TicketComments, are extracted from tickets xml.
    5. Solutions file translates into KBRootCategories, KBSections, and ArticleTranslations.
  5.  EndUsers module:
    1. All requesters/contacts from Freshdesk are enlisted as EndUsers in Zoho Desk. For some customers, it may not be desirable. To prevent this from happening, EndUsers module can be skipped in Zwitch submission.
  6. Data deletion:
    1. Freshdesk backup files processed by the wizard are periodically deleted.
    2. Migration records are purged within 30 days.
  7. Freshdesk account maintenance:
    1. Keep Freshdesk account active until the final migration.
    2. Maintain the account with sufficient API rate limits for access during migration.

How are data retained?

  1. Data retention:
    1. Tickets can be filtered with Freshdesk groups and products. Users can also skip irrelevant tickets and only migrate the select ones into Desk.
    2. Freshdesk ticket IDs are preserved in the field 'display-id
    3. Custom fields are created dynamically during migration, with types predicted from sampled data.
  2. Custom fields in desk:
    1. Desk custom field names may vary slightly, but types and values remain unchanged.
    2. Custom fields are subject to subscription-based limits and predefined regex pattern checks.
  3. Ticket notes and threads:
    1. Freshdesk ticket notes become Threads and Comments based on their privacy flag. Private notes turn into ticket comments, while public ones become threads.
  4. Channel tagging:
    1. Threads without specific addresses are tagged under the 'CUSTOMERPORTAL' channel.

Exporting data from Freshdesk account

Exporting data from a Freshdesk account involves obtaining a comprehensive backup of information, including account details, tickets, contacts, companies, custom fields, and user details, typically in XML format.

To initiate data export from Freshdesk

  1. Sign in to Freshdesk account.
  2. Click Admin icon (  ) on the left panel > Account > Account Details.

  3. On Account Details window, hover to Export data and click Export.

  4. Click on Any time, select a time range for created 
    1. Tickets
    2. Contacts 
    3. Companies
    4. Solutions, to be transferred. 

  5. Click Update.
  6. Click Export.


To check the export status

  1. Once Export has been initiated, a popup appears with the following message. 
    You will be directed to Account exports page.

  2. Alternatively, Click Admin icon (  ) on the left panel > Account > Account Exports.

  3. To check the details of exported files, click Details.

  4. Click Download.


    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION

                                You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.

                                    Manage your brands on social media

                                      Zoho Desk Resources

                                      • Desk Community Learning Series

                                      • Digest

                                      • Functions

                                      • Meetups

                                      • Kbase

                                      • Resources

                                      • Glossary

                                      • Desk Marketplace

                                      • MVP Corner

                                      • Word of the Day

                                        Zoho Marketing Automation

                                          Zoho Sheet Resources


                                              Zoho Forms Resources

                                                Secure your business
                                                communication with Zoho Mail

                                                Mail on the move with
                                                Zoho Mail mobile application

                                                  Stay on top of your schedule
                                                  at all times

                                                  Carry your calendar with you
                                                  Anytime, anywhere

                                                        Zoho Sign Resources

                                                          Sign, Paperless!

                                                          Sign and send business documents on the go!

                                                          Get Started Now

                                                                  Zoho TeamInbox Resources

                                                                          Zoho DataPrep Resources

                                                                            Zoho DataPrep Demo

                                                                            Get a personalized demo or POC

                                                                            REGISTER NOW

                                                                              Design. Discuss. Deliver.

                                                                              Create visually engaging stories with Zoho Show.

                                                                              Get Started Now

                                                                                            You are currently viewing the help articles of Sprints 1.0. If you are a user of 2.0, please refer here.

                                                                                            You are currently viewing the help articles of Sprints 2.0. If you are a user of 1.0, please refer here.

                                                                                                  • Related Articles

                                                                                                  • Migrate Data From Other Help Desk Servers to Zoho Desk (Zwitch)

                                                                                                    Customer support is the cornerstone of every organization. Businesses mostly rely on help desk software that simplifies ticket management, streamlines support processes, and improves overall customer satisfaction. As businesses expand, the ...
                                                                                                  • Zwitch: Frequently Asked Questions and Answers

                                                                                                    What are the modules that can be migrated to Zoho Desk? Zoho Desk shares the same database as other competing help desks. This means data from the following modules can be migrated to your Zoho Desk. Organizations or Companies End users or Contacts ...
                                                                                                  • Migrating From Zendesk to Zoho Desk

                                                                                                    When transitioning from a Zendesk account to Zoho Desk, the challenge lies in efficiently migrating critical data like customer information, ticket histories, agent interactions, referenced articles, comments, and attachments. A structured approach ...
                                                                                                  • Assisted Data Migration Guide

                                                                                                    Whether you’re moving from a cloud-based or on-premise system, you’ll need to find an efficient method of migrating your data to Zoho Desk. Our dedicated migration team can help you migrate your data safely and ensure your help desk operation is up ...
                                                                                                  • Importing Data to Zoho Desk

                                                                                                    If you've been using a help desk software before Zoho Desk, you must start importing your existing data to Zoho Desk. You can import your support tickets, contacts, customer accounts, knowledge base articles, products, calls, events, and tasks to ...
                                                                                                    Wherever you are is as good as
                                                                                                    your workplace



                                                                                                      Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                                      Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                                      Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                                      CRM Tips

                                                                                                      Make the most of Zoho CRM with these useful tips.

                                                                                                        Zoho Show Resources