The Import screen migrates an existing Freshdesk account into the desk.
What you need:
- Your Freshdesk subdomain or URL, for example yourcompany.freshdesk.com.
- Your API key, from your Freshdesk profile under View API Key.
Running the import:
- Enter the domain and key.
- Choose Max Pages. Each page is 100 items and the field accepts 1 to 20. Start at 3, check the result, then run it again for more.
- Click Start Import. When it finishes, a notice reports how many contacts, tickets and knowledge base articles came across, along with any errors.
What gets imported:
- Contacts, with their name, phone number and their Freshdesk id kept for reference.
- Tickets, with the subject, and with Freshdesk status and priority values mapped onto the desk's own open, pending, resolved and closed statuses. The original Freshdesk id and the import date are stored on each ticket.
- The full conversation of each ticket, with incoming and outgoing direction preserved and private notes still marked private.
- Solution articles, imported as knowledge base articles, filed under a category named after the Freshdesk category and indexed for search as they arrive.
Two practical warnings:
The import runs synchronously in the browser request, so a large account can take several minutes. Leave the tab open until it reports back. And because each import creates fresh tickets, running the same page range twice will create duplicates. Import once, verify, then move the page range forward.