Move from Freshdesk to Solves without losing a conversation.
A guided Freshdesk import is coming. When it ships it will bring your contacts, saved replies and open tickets, with their full conversations, into a brand you choose. You will preview everything before a single record commits, your credentials will be encrypted, your private notes will stay private, and nothing will reach a customer until you reply from Solves yourself. In the meantime we will help you plan your move from Freshdesk.
What transfers
What the import will bring across, and what it will leave untouched
A good migration should be boring. The guided Freshdesk import is coming, and it is being built to read from Freshdesk and write into Solves without touching your customers while it works.
Three things will come across in the first import: your contacts, your saved replies, and your open tickets together with their conversations. You will choose a single Solves brand to receive them, so a multi-brand setup stays tidy from the start rather than landing in one undifferentiated pile.
Two promises sit underneath that, and both rest on protections Solves already runs. Your Freshdesk API credentials will be encrypted at rest with per-organisation keys and never written to logs, the same encryption Solves uses for all customer content today, so connecting will not be a security trade-off. And the hard separation between public replies and private notes that the unified queue already enforces is preserved by the import, so an internal note arrives as a private note, never exposed to the customer.
Crucially, nothing will be sent to a customer during the import. Conversations will be written in so your team can read the history, but the first email a customer receives will be the one you send from Solves.
How it will work (coming)
Connect, preview, commit
The guided import is coming. It is being built around three steps, with a preview gate so nothing is written until you are happy.
Connect Freshdesk (coming)
You will generate an API key in Freshdesk and paste it into Solves with your Freshdesk domain. The credentials will be encrypted at rest straight away, and you will pick the brand the import should land in.
Preview what will arrive (coming)
Solves will read your contacts, saved replies and open tickets and show a preview of what the import will create. Nothing is written yet, so you will be able to check the scope and the target brand before committing.
Commit the import (coming)
When the preview looks right, you will commit. The records will land in your chosen brand with private notes kept private, and your team can start working the queue. No customer will be emailed until you reply.
Closed-ticket history is coming, not yet here
The first import deliberately covers open tickets, so your live work moves cleanly. Bringing closed-ticket history across is coming once the retention and deletion controls around it are proven, since old records carry more data-protection weight than active ones. Keep your Freshdesk export for now if you need that archive immediately.
FAQ
Migration questions
How do I download data from Freshdesk? (import coming)
When the guided Freshdesk import ships you will not need to export anything by hand. It is designed so that Solves connects with an API key you generate in your Freshdesk admin settings, then brings across your contacts, saved replies and open tickets for you. The automatic import is coming, so for now we will help you plan your move. If you also want your own copy, Freshdesk admins can request a data export from Admin, then Account, then Export, which emails a download link.
How do I change my Freshdesk plan?
In Freshdesk you change or cancel a plan under Admin, then Account, then Plans and Billing. When the import ships, the plan is to keep Freshdesk live while you preview and check the import in Solves, then downgrade or cancel once every open conversation has landed and replies are going out correctly. There will be no rush to cancel before you have verified the move.
What will the Freshdesk importer move into Solves? (coming)
The guided Freshdesk import is coming. When it ships it will bring across your contacts, your saved replies, and your open tickets together with their conversations, into a single brand that you choose, with a preview before anything is written. Closed-ticket history is not part of the first import and is coming later too.
Will my customers be emailed during the migration? (import coming)
No. The import is being built to write tickets and conversations into Solves only. Nothing will reach a customer until you reply from Solves yourself, so you will be able to move at a quiet time and check everything first.
Move from Freshdesk with a hand on the tiller
Book a guided migration and we will help you plan your move from Freshdesk and get set up today. The automatic import is coming, and when it ships we will help you connect, preview and check it. You can start at £29 in the meantime.