Fra Freshdesk
til Zendesk
Sådan flytter I sager, kunder, vidensbase og automatiseringer uden at miste historik
Freshdesk is easy to start with – and hard to grow in
Most people who contact us about leaving Freshdesk tell the same story. It was quick to get going, and it worked fine when support was three people and one email address. But as channels, products, languages and countries were added, the setup started to creak.
It usually comes down to customisation, reporting and AI. Freshdesk does a lot, but once you need complex workflows, several brands in one instance, deep reporting or AI that genuinely helps agents, you hit the ceiling fairly quickly.
Technically, a Freshdesk to Zendesk migration is well defined. The data models are similar enough that most things move one to one. The work isn't the data – it's using the opportunity to clean up what was never set up properly in the first place.
Why do people leave Freshdesk?
The reasons we hear most often when someone calls about a switch
Channels live in separate products
Phone, chat and messaging sit in Freshcaller and Freshchat, each with its own setup, licence and reporting. In Zendesk Suite the channels are one ticket and one history.
Reporting hits a ceiling
Standard reports are fine for volume and response time, but the moment you need to cross channels, brands or customer segments it turns into manual exports. Zendesk Explore is built for those questions.
Workflows outgrew the setup
Dispatch'r and Supervisor rules stack up until nobody dares touch them. Zendesk gives you a clearer layer of triggers, automations and routing – provided it is set up properly.
AI has to deliver real value
Freddy covers the basics. If AI should classify, summarise, translate and resolve tickets on its own, Zendesk AI and AI agents are a more mature place to build.
What can be migrated?
How Freshdesk objects translate into Zendesk
Tickets with conversations and attachments
Tickets with comments and attachments
Moved with history. We store the old Freshdesk ID in a field so existing references can still be found.
Contacts and Companies
Users and Organizations
Customers and companies come along, including domain mapping so new users land in the right organisation.
Agents, Groups and roles
Agents, Groups and custom roles
A good moment to clean up inactive agents and permissions handed out ad hoc.
Solutions (knowledge base)
Guide / Help Center
Articles, categories and folders move across. Images and internal links have to be rewritten along the way.
Canned responses and Scenario Automations
Macros
Often where the most dead weight sits. We move what is actually being used.
Dispatch'r, Supervisor and SLA policies
Triggers, automations and SLA policies
Rules are rebuilt rather than copied – the logic translates, the structure does not.
How a migration works
Five phases where you know exactly what happens when
Mapping
We review your current setup: channels, volume, workflows, integrations and the habits that aren't written down anywhere.
Designing the Zendesk setup
We design fields, forms, groups, SLAs and automations around your processes – not around a standard template.
Test migration
We move a subset of the data first so you can see and approve the result before we touch production.
Full migration and go-live
We run the full move, switch the channels over and are on hand the day you go live.
Training and adjustment
The team is trained before go-live, and we adjust views, macros and rules in the weeks after, once daily use shows what is missing.
What usually causes trouble
It is rarely the data that causes trouble. It is these four things
Ticket IDs change
Zendesk starts its own numbering. If you have referenced ticket numbers in emails, invoices or other systems, the old ID must come along in a field and be searchable for agents.
Custom statuses don't translate one to one
Freshdesk lets you invent statuses freely. Zendesk has fixed base statuses with custom statuses on top. That exercise has to be deliberate – otherwise reporting ends up skewed.
Email setup and sending domain
SPF, DKIM and DMARC must be in place before you switch inbound mail, or your replies land in spam. We always run a period where both systems can receive email.
Portal URLs and inbound links
Customers have bookmarked your Freshdesk portal and Google has indexed the articles. Redirects from old article URLs to the Help Center are cheap insurance against losing traffic.
Why migrate with Available?
We have moved customer service departments between systems long enough to know that data is rarely what derails a project. It is the decisions nobody made along the way: who owns the customer, what should we stop doing, what do we do with the 400 macros nobody uses.
So we spend as much time on your processes and your team as on the move itself. A migration is the best opportunity you will get to clean up – and the worst one to waste copying old mess into a new system.
Connecting cables and hearts.
Frequently asked questions
Explore more
Related pages that can take you further
Shall we look at your Freshdesk together?
We review your current setup and give an honest assessment of what a switch would take – no strings attached.
Contact usSee all migrations to Zendesk