Import from Freshdesk

This feature is in beta: it is still being built and may change.

Before you start

You need the API key of an agent with the Account Administrator role in Freshdesk. Freshdesk API keys carry that agent's permissions, so a lower role can't read agents, roles, SLA policies and automations.

In Freshdesk, find it under Profile settings, View API key.

Connect

1. Open Admin Center, Integrations, Import and pick Freshdesk.
2. Enter your Freshdesk domain: the yourcompany.freshdesk.com address, not a custom portal domain.
3. Enter the API key.
4. Optional: Requests per minute, 100 by default and at most 700. The account's rate limit is shared with your agents' live use, so leave headroom. The importer keeps to your number and backs off when Freshdesk answers 429.
5. Choose Save, then Test connection.

Import

1. Choose Estimate volume to see how much there is.
2. Run a Dry run and read its report.
3. Run the Full import. You can limit it to some streams, or to records changed since a date.

What comes over

Products (as brands), groups, companies (as organizations), agents with their roles and groups, contacts, ticket fields, ticket forms, statuses, SLA policies, canned responses (as macros), tickets with their conversations, and solution categories, folders and articles (as your help centre).

Products, ticket forms and SLA policies exist only on some Freshdesk plans; where yours has none, the step is skipped with a warning in the report. Personal canned responses stay private to each agent in Freshdesk and are not exported, so agents recreate those as personal macros.

Freshdesk automations are listed to rebuild by hand as triggers, automations or macros.

Next

Keep ChaosDesk in sync while your team works in Freshdesk, then go live. See Keep data in sync until go-live.

Related

• Moving to ChaosDesk
• Import from Help Scout