Move your support out of Freshdesk, into Solves.
The Freshdesk importer is built to bring your contacts, saved replies and open tickets into a brand you choose in Solves, with a preview before anything is committed. Honest status: the self-serve importer is in pilot and not yet reading live Freshdesk accounts, so during early access we run your migration founder-led, moving your saved replies and setting you up by hand.
Self-serve Freshdesk import is in pilot. Founder-led migration is available now.
Status: self-serve import is in pilot
The one-click Freshdesk importer is not live yet. In the pilot it runs against a demo provider, so it cannot read a real Freshdesk account today. For now we migrate your saved replies and set you up by hand during early access, so you still move across without waiting for the self-serve tool.
The short answer
What the Freshdesk importer will transfer
Once it ships, the importer is designed to copy the records that get a team productive on day one, into a single brand you pick in Solves.
The aim is a clean, checkable move rather than a total mirror. You connect your Freshdesk account, choose the destination brand, and the importer brings across the essentials with a preview you approve before anything is committed.
Contacts
Your customer contacts come across so that history attaches to the right person from the start. Contact details are encrypted at rest, and a contact's tickets are grouped by brand, so a customer you support under more than one brand stays readable.
Saved replies
Your saved replies move into Solves, where they can be scoped to a single brand or shared organisation-wide. This is the part we already do by hand today: during a founder-led migration we bring your saved replies across so your team keeps its wording from day one. They are inserted as text; we do not claim dynamic merge variables.
Open tickets and conversations
Open tickets and their conversation history are intended to land in the chosen brand as owned tickets, so nothing in flight is lost. They arrive ready to be assigned, prioritised, tagged and worked through your saved queue views, with first-response and resolution SLA timers that surface overdue tickets.
Preview before commit, and encrypted credentials
Before the importer writes anything, it shows you a preview of what is about to move so you can check the mapping into your brand. Any Freshdesk credentials you provide are encrypted before they are stored, the same way Solves handles all customer content. While the self-serve importer is in pilot, that same care applies to a founder-led migration: a short, agreed access window rather than credentials kept on file.
How a move works
A migration that does not break your live desk
The importer is built around the same forwarding-first approach as new mailbox setup, so you switch on your own terms.
Land in a chosen brand
You pick which Solves brand the import lands in, so contacts, replies and tickets arrive correctly scoped.
Preview before commit
See what is about to move and how it maps before anything is written. Nothing commits until you approve.
Encrypted credentials
Connection details are encrypted at rest with per-organisation keys, and never appear in metadata-only logs.
Forwarding-first switch
Keep Freshdesk answering while you verify your Solves mailbox, then redirect your support address when ready.
Work it straight away
Imported open tickets arrive as owned work: assign, prioritise, tag, with first-response and resolution SLA timers and a breaching view.
Founder-led for now
Until the self-serve importer is live, we move your saved replies and set up your brands and mailboxes by hand.
During early access
How a guided migration runs today
While the self-serve importer is in pilot, here is the hands-on path we use now.
Book a guided migration
Tell us how many brands, mailboxes and saved replies you run in Freshdesk. We agree the scope, the timing and a short access window with you up front.
We move your saved replies and set up brands
We bring your saved replies into Solves, create a brand for each customer-facing identity, and connect each brand mailbox with the plain-English DNS checks.
Verify, then switch forwarding when ready
Live sending for each brand stays blocked until its checks pass. Keep Freshdesk answering until you are happy, then redirect your support address to Solves.
Being straight with you
Why we say in pilot, not done
It would be easy to put a big one-click button on this page and let you assume it reads your Freshdesk account live. It does not, yet. In the pilot the importer is wired to a demo provider so we can prove the flow, preview, brand mapping and encrypted-credentials handling before it touches a real account. We would rather say that plainly than have a migration fail silently mid-switch.
The founder-led migration is not a placeholder, though. Moving saved replies and setting up your brands, mailboxes and DNS by hand is the part that saves a small team the most time. When the self-serve importer is live for real Freshdesk accounts, we will say so clearly here and in the changelog.
Weighing up the wider switch rather than just the data move? The Freshdesk alternative page sets out where Solves fits and where Freshdesk may still suit you better. Solves is email-first: it does not run live chat, phone lines or social inboxes, so a team that needs those at scale should know that before migrating.
What we will not pretend
We will not claim a working data transfer that reads your live Freshdesk account today, and we will not promise a lossless copy of every historical ticket. The importer focuses on contacts, saved replies and open conversations. Anything beyond that scope, we will tell you before you commit.
FAQ
Freshdesk import questions
Can I import from Freshdesk today?
Not on a self-serve basis yet. The one-click Freshdesk importer is in pilot and currently runs against a demo provider, so it cannot read a live Freshdesk account on its own right now. What we offer today is a guided, founder-led migration during early access: we move your saved replies and set up your brands and mailboxes with you by hand, with the scope and timing agreed up front.
What will the importer transfer once it ships?
The plan is to bring across your contacts, saved replies and open tickets with their conversation history, into a brand you choose in Solves, with a preview before anything is committed. We are deliberately starting with the data that gets a team productive on day one rather than promising a lossless copy of every historical record.
Will my Freshdesk login details be safe?
Any credentials you give the importer are encrypted before they are stored, in line with how Solves handles all customer content: encrypted at rest with per-organisation keys, authorised access only, and metadata-only logs that never record secrets. Until the self-serve importer is live, a founder-led migration uses a short, agreed access window rather than anything kept on file.
Will the import disrupt my live Freshdesk while I switch?
No. The model is forwarding-first: you keep Freshdesk answering until your Solves brand is verified, then redirect your support address. A migration copies data into Solves; it does not change your Freshdesk account, and you decide when to flip the forwarding over.
How long does a guided migration take?
It depends on how many brands, mailboxes and saved replies you have, but a small team is usually set up within a few days during early access. We agree the steps up front, and live sending for each brand stays blocked until its DNS checks pass.
Ready to leave Freshdesk behind?
Book a guided migration and we will move your saved replies and set up your brands and mailboxes with you, founder-led, during early access.