Help Center
DocsMoving from Freshdesk
Bring tickets, contacts and companies across from Freshdesk.
- Companies. The businesses you sell to, buy from or work alongside. Each row becomes one company, and every contact, deal and invoice you bring later links back to it by name.
- People. The individual people you talk to. Each row becomes one contact, attached to the company named on the same row.
- Tickets. The support requests your customers have raised. Each row becomes one ticket against the company or contact it names, keeping its original dates.
- Ticket conversations. The back and forth on each ticket. Each message lands on its ticket, keeping the day and time it was sent and who wrote it.
The files a real export gives you
- Ticket export, CSV or spreadsheet. Becomes your tickets.
- Account export, XML. Becomes your ticket conversations. Not every export has this one.
- Contact export, CSV. Becomes your people.
- Company export, CSV. Becomes your companies.
- Sign in to your old system.
- Go to Settings, then Export, and choose every record type it offers.
- You will get one or more files. Come back here and drop all of them in at once.
Nothing is written until you say so. You will see what we made of every file, decide anything we cannot decide on our own, and read a plain summary of what pressing the button does before it does it.
- Companies. Companies come before contacts, because a contact is attached to one.
- People. Contacts come after companies and before everything that names a person.
- Tickets. A ticket needs its queue and the person who raised it, so both come first.
- Ticket conversations. The ticket exists before the replies on it.
Companies
The companies or accounts list out of the system you are leaving.
| Field | Description |
|---|---|
| Company name* | Write it as company. We also read company name, account name, organization. Example: Acme Manufacturing. The name we match everything else against, so keep it spelled the way your team says it. |
| Web address | Write it as domain. Example: acme.example. Helps us spot the same company arriving twice under two spellings. |
| Main phone number | Write it as phone. We also read phone number, main phone. Example: +1 415 555 0142. |
| Main email address | Write it as email. We also read email address. Example: hello@acme.example. |
| What they are to you | Write it as type. We also read company type, account type. Example: customer. A word we do not recognise stops the row, so the accepted words are listed with this record type. |
| How active they are | Write it as status. We also read account status. Example: active. |
| Industry | Write it as industry. Example: Manufacturing. |
| City | Write it as city. Example: Oakland. |
| Country | Write it as country. Example: United States. |
| Who owns it | Write it as assigned_to. We also read owner, account owner. Example: dana@yourcompany.example. Use the work email of somebody already in your workspace, or leave it blank. |
People
The contacts or people export from the system you are leaving.
| Field | Description |
|---|---|
| First name* | Write it as first_name. We also read first name, given name. Example: Dana. A single full name column works too. We split it for you. |
| Last name | Write it as last_name. We also read last name, surname. Example: Whitfield. |
| Company name* | Write it as company. We also read company name, account name. Example: Acme Manufacturing. A contact needs a company. Bring the companies file first and these link themselves. |
| Email address | Write it as email. We also read email address, work email. Example: dana@acme.example. |
| Phone number | Write it as phone. We also read phone number. Example: +1 415 555 0188. |
| Job title | Write it as title. We also read job title, position. Example: Operations Lead. |
| Where they are in your funnel | Write it as lifecycle_stage. We also read lifecycle stage. Example: customer. We keep your own words where your workspace already uses them. |
| Profile link | Write it as linkedin_url. We also read linkedin. Example: https://www.example.com/in/dana. |
| Who owns it | Write it as assigned_to. We also read owner. Example: dana@yourcompany.example. |
Tickets
The ticket export. Several help desks put the replies in a second file, and we take that too.
| Field | Description |
|---|---|
| What it is about* | Write it as subject. We also read title. Example: Line two keeps stopping. |
| The first message | Write it as description. We also read body. Example: It cuts out after about an hour.. |
| Where it stands | Write it as status. We also read ticket status. Example: open. A word we do not recognise stops the row, because a ticket in the wrong state is worse than one we refused. |
| How urgent it is | Write it as priority. Example: high. |
| Who raised it | Write it as requester_email. We also read requester email. Example: dana@acme.example. |
| When it came in | Write it as created_at. We also read created at. Example: 2025-03-14. |
| Who is on it | Write it as assigned_to. We also read owner. Example: dana@yourcompany.example. |
Ticket conversations
The conversation export from your help desk, with the ticket it belongs to on every message.
| Field | Description |
|---|---|
| Ticket* | Write it as ticket_source_id. We also read ticket id, ticket_id, conversation id, case number. Example: 118204. |
| What was written* | Write it as content. We also read body, message, note. Example: The scrubber will not take a charge.. |
| When it was sent | Write it as created_at. We also read created at, sent at. Example: 2023-04-11 09:12:45. |
| Who wrote it | Write it as author_email. We also read author email, from. Example: sam@yourcompany.example. |
| Reply or private note | Write it as comment_kind. We also read type, note type. Example: reply. |
Type any of these and we will know what you mean. Anything else comes across as it is written.
People: lifecycle stage
subscriber, lead, mql, marketing qualified lead, marketingqualifiedlead, sql, sales qualified lead, salesqualifiedlead, opportunity, customer, evangelist.
Tickets: status
open, new, reopened, in progress, working, waiting on customer, pending, awaiting reply, waiting on internal, escalated, resolved, solved, fixed, closed, done, cancelled, canceled.
- Replies are not in the ticket download. Freshdesk says the download will not give you the whole conversation, so send the account export as well if you want the messages.
- Archived tickets are not in the download either, and neither is a column you left out of the picker when you built the file.
- A contact can belong to more than one company in Freshdesk. We keep the one company on the record and the others are not carried across.
- A company can list several web addresses. We keep the first one and the rest are not carried across.
- The ticket file you download from Freshdesk holds the first message and nothing after it, so replies reach us only from the account export that arrives as XML.
- Photos and files come over on their own. One move brings over 2 GB and 500 files.
- Saved replies are set up in Laureo rather than carried across.
- One file can hold up to 10,000 rows.
- One file can be up to 10 megabytes.
- You can undo a move for 30 days after it finishes.
- You can undo a single file import for 24 hours after it finishes.
Coming from something else? The list of systems we read has a page for each one, and a file from a system with no page of its own still comes across: we read the headings and you confirm every one of them before anything is written.