Moving from Freshdesk or Zendesk to Solves

You cannot push a button and copy a Freshdesk or Zendesk account into Solves yet. What you can do today is run a clean guided switch: archive your old history, stand Solves up with verified mailboxes, recreate your saved replies, then move your support email across by forwarding. It is more deliberate than a black-box import, and it leaves you with a tidy setup.

The five steps below take the route in order, and the early-adopter pilot includes setup help, guided domain and mailbox setup, and saved-reply migration, so you need not do it alone. An import is coming for Freshdesk first, then Zendesk, but we will not pretend it is live before it ships. Anywhere this guide says "by hand", that is the genuine pilot experience.

A migration goes wrong when people move email before thinking about the destination. Spend half an hour first. Write down every support address you answer from today (support@, info@, accounts@ and any brand-specific ones), which customer-facing brand each belongs to, and who works which brand. That list becomes your setup checklist in Solves.

Decide what really needs to come across

You do not need to bring everything. Most teams carry across two things: their live, in-flight conversations, which become owned tickets in Solves once forwarding is on, and their best saved replies. Closed tickets from years ago rarely need a place in the new system, and an export archive is usually enough.

Be honest about automations

If your account leans on a web of automation and routing rules, note that Solves does not have an automations engine yet. Many small teams find their old rules existed to tame a chaotic shared inbox, and that owned tickets, saved queue views, assignment, tags and SLA timers cover most of the same ground. If you depend on complex routing, raise it on your migration call for a straight answer on fit. Plan the go-live for a quiet period too, and run both systems together for a short overlap, so no message falls down a gap.

Before you change a forwarding rule, get your history out of the incumbent and keep it. Both Freshdesk and Zendesk let an admin export tickets and contacts, and you should also save your canned responses or macros for rebuilding saved replies later.

Exporting from Freshdesk

• In Freshdesk, an admin can export tickets and contacts from the admin area; take the fullest export your plan allows.
• Save a copy of your canned responses so you can recreate the ones you use as Solves saved replies.
• Note your group and agent names to decide who needs access in Solves.

Exporting from Zendesk

• In Zendesk, an admin can export tickets, users and organisations from the admin settings.
• Save your macros so you have the wording for your most-used saved replies.
• Keep the export archive safe before you touch any forwarding.

Treat the export as your safety net: once it is stored somewhere you trust, nothing in the rest of the switch can lose your old records. Solves keeps new conversation content encrypted at rest with per-organisation keys.

This is the part that is properly built and shipped today. Solves walks you through connecting each support address with a forwarding-first flow, so your mailbox stays put and you never touch your MX records.

Create your organisation and brands

Set up your organisation, then add one brand per customer-facing identity, each with its own name, colour, from-name and signature. If you support several brands, add them now so each gets its own mailbox.

Connect and verify each mailbox

For each brand, add its support address and run the guided checks. Solves gives you copyable DNS records and plain-English steps so your replies go out correctly as that brand. Live sending stays gated until a mailbox passes its checks, which keeps deliverability honest. Each brand is verified separately, so you bring them online one at a time.

Set up your team and access

Add your teammates using role presets, then decide which brands each person can see and whether they can reply, add notes only, or manage that brand. Light collaborators can be limited to notes, so you can pull in a colleague without letting them send.

In the pilot, saved replies move across by hand, and that is deliberate. You have your old canned responses and macros from the export, so this is a chance to keep the wording that still works and drop the rest.

Recreate the ones you actually use

Go through your exported responses and rebuild the genuinely useful templates as Solves saved replies. Scope each to a single brand where the tone is brand-specific, or share it organisation-wide where it suits every brand. Saved replies are fixed text in the pilot, with no dynamic placeholders yet, so write them as plain, reusable copy.

Let us do the lifting on the pilot

On the early-adopter pilot, saved-reply migration is part of the package, along with setup help and guided mailbox setup. The first twenty paid customers get the Team plan at GBP 49 per month for six months, then GBP 79, in exchange for a testimonial or feedback. So "by hand" does not mean "alone".

With brands created, mailboxes verified and saved replies in place, going live is a controlled switch, not a leap. Move forwarding one address at a time and keep the old helpdesk running until you are sure.

1. Pick your lowest-traffic support address and add a forwarding rule to the verified Solves mailbox.
2. Watch a handful of real tickets arrive, get assigned, and get a reply that goes out as the right brand.
3. When that address is behaving, move the next, and repeat until every address forwards into Solves.
4. Keep your incumbent open in read-only mode for a short overlap, so anything mid-conversation finishes cleanly.
5. Once new email flows only into Solves, cancel the old helpdesk subscription.

Because email keeps arriving while you switch, every customer message lands somewhere the whole time, with no window where a reply can vanish. When the last address is forwarded, you are fully on Solves, with a clean queue rather than imported clutter.