Migrate to FreeScout
You can migrate to FreeScout basically from any helpdesk using Help Desk Migration Service.
To migrate you will need to install the latest version of the API & Webhooks Module (make sure to install the latest version, otherwise migration may not work properly).
Before migrating you don't have to remove existing tickets from FreeScout.
During migration it's impossible to preserve other system's ticket numbers.
If during migration Help Desk Migration Service will ask you to map conversation fields, map them this way:
- Type: Chat » Email
- Status: Open » Active
Also keep in mind that in case of chat conversations, after importing, support agent replies will not reach the customer linked to the chat conversation, as connection to customer's messenger can't be imported.
Ensure FreeScout is ready — install the API & Webhooks Module in your FreeScout instance — it’s essential for migration.
If you want to bring your custom fields along, you’ll need the Custom Fields Module. And if tags are part of your migration mission, grab the Tags Module to make sure they’re included, too.
- Sign up or log in to Help Desk Migration Wizard.
- Select your Source and enter the necessary credentials.
- Select FreeScout as your Target and provide the URL and API key.
Match fields between your source help desk and FreeScout.
To migrate agents, start by creating them manually. Then, if any of your agents are inactive or deleted, make sure to designate a default agent. This ensures that any tickets without a specific agent will be assigned to the default, keeping everything in order during the migration.
Pay extra attention to:
- Custom fields (you need to create them manually in Freescout)
- Ticket priorities and statuses
Test the process by migrating a small data set — it's free. Review the results in FreeScout and adjust mappings as needed.
Check the Demo results to verify that data appears in FreeScout as expected. You can adjust mapping and re-run your Demo as many times as needed (or if such an option is needed).
In the support service plans, you can get more features and extended support hours.
Happy with the Demo results? Complete payment and launch your Full Migration.
Tip: Large migrations take time. Avoid making changes in FreeScout during the process.
If you have questions or need assistance, Help Desk Migration’s support team will be ready to help.