Switching from Freshdesk

Bring your Freshdesk history with you: every ticket with its replies, private notes and files, priority, tags, who it was assigned to, your contacts' details, canned responses, Solutions articles, and a checklist of your automations. It's free on every plan, and nothing in Freshdesk changes.

Owners and admins start it in Settings > Billing and data > Import from another help desk and pick Freshdesk.

1. Copy your API key

Use a Freshdesk admin's account. Click your profile picture, then Profile settings, and copy Your API key.

2. Connect and choose

1. Enter your Freshdesk address (like yourcompany.freshdesk.com) and the API key, then click Connect.
2. Pick the HallaHelps mailbox the conversations go into.
3. Choose All history or only tickets started between two dates.
4. Tick what else to bring over: files, customer details, canned responses, automations and Solutions articles. Articles arrive as drafts unless you tick Publish the articles; even then, only published articles in folders everyone could see go public.
5. Click Start import.

3. Let it run

A progress bar shows how far along it is. You can leave the page; it keeps going in the background. When it's done, your API key is erased from HallaHelps.

What comes over

• Tickets keep their dates, subject, status (Resolved and Closed become Closed), priority (Medium becomes Normal), spam, tags, requester and agent (matched to teammates by email).
• Replies, customer messages and private notes, in order, with their files (up to 10MB each).
• Customer details on the customer card: phone, job title, company, address and description. Anything your team already typed is never overwritten.
• Canned responses become saved replies shared with the team.
• Automations arrive in Settings > Company > Rules, switched off and marked To set up. See Rules for new email.
• Solutions articles go into Docs, in categories named after your folders, with their pictures (up to 2MB each).
• No emails go to your customers, and your rules don't run on imported conversations.

You can import again any time; anything already here is skipped.