How to Transfer Tickets, Data & Workflows from Freshdesk to Zendesk

Migrating from Freshdesk to Zendesk can enhance your customer support efficiency with advanced features and seamless integrations. However, a successful Zendesk migration requires careful planning to ensure that no critical data is lost. This guide will walk you through the process of transferring tickets, data, and workflows smoothly.

Plan Your Migration

Before initiating the Freshdesk to Zendesk migration, define the scope of the transfer. Identify the key data elements, including:

Customer profiles

Tickets and ticket history

Knowledge base articles

Automation rules and workflows

Agent roles and permissions

Determine what needs to be migrated, archived, or restructured in Zendesk for a streamlined transition.

Export Data from Freshdesk

Freshdesk provides built-in export options to extract data. Follow these steps:

Tickets: Navigate to the “Tickets” section and export them in CSV format.

Contacts & Companies: Export customer and company details from the “Customers” tab.

Knowledge Base: Manually copy or export FAQs and help articles.

Automations & Workflows: Note down automation rules and triggers for manual replication in Zendesk.

For large-scale migrations, consider using Freshdesk’s API to extract data programmatically.

Import Data into Zendesk

Once your data is exported, it's time to import it into Zendesk. The process includes:

Using Zendesk’s Bulk Import Feature: You can import customer details, tickets, and other data via CSV files.

Leveraging Zendesk API: For advanced migrations, use Zendesk’s API to automate data transfer.

Third-Party Migration Tools: Platforms like Help Desk Migration can simplify the process by handling large volumes of data securely.

Recreate Workflows and Automations

Zendesk and Freshdesk have different workflow structures. Rebuild the following in Zendesk:

Ticket Assignment Rules: Set up triggers to automatically assign tickets based on agent skills and departments.

Automation & Macros: Configure automated actions to reduce manual tasks.

Help Center & Knowledge Base: Rebuild your support articles and categorize them effectively.

Test and Validate the Migration

Before going live, conduct a thorough review:

Check if all tickets, customer profiles, and historical data are correctly migrated.

Validate that automation rules function as expected.

Run a small batch of test tickets to confirm the workflow efficiency.

Train Your Team and Go Live

Once the data is migrated and validated:

Train your support team on Zendesk’s interface and features.

Address any minor issues before officially switching over.

Inform customers about the transition, if necessary, to avoid confusion.

Conclusion

A well-executed Freshdesk to Zendesk migration ensures that your customer support operations continue smoothly. By planning the transition, exporting and importing data carefully, and rebuilding workflows effectively, your team can leverage Zendesk’s powerful capabilities for improved service delivery. If needed, consult Zendesk migration experts or use automated tools to simplify the process further.