Bring your support history across with us, not on your own.
Switching helpdesk should not mean losing your contacts, your saved replies or your conversation history. While we finish the self-serve importer, a founder moves your data by hand during the pilot: we set up your brands and mailboxes and migrate your saved replies, so you start with your wording already in place.
The one-click Freshdesk importer is in pilot and runs on demo data for now. Today we move you by hand.
The honest answer
What you can move today, and what is coming
Here is the straight version. The self-serve importer is not live yet, so we are not pretending it is. What is shipped today is human-assisted migration during the pilot: a founder helps you go live and brings your saved replies across by hand. The one-click importer that pulls contacts and tickets is in pilot and runs on demo data while we finish it.
That order is deliberate. The fastest way to stop losing messages is to start forwarding your support email into Solves, which you can do on day one. From there your team is already working owned tickets with assignment, states, SLAs and brand-aware sending. History can follow without holding up the switch.
When the self-serve Freshdesk importer ships, the plan is to bring your contacts, your saved replies, and your open and recent tickets with their full conversations into a brand you choose. You will get a preview of exactly what is about to come in before a single row is written, public replies will stay public, private notes will stay private, and any connection credentials are encrypted. Zendesk and a generic CSV import are planned to follow once that Freshdesk path is proven on real accounts.
The self-serve Freshdesk importer is in pilot
During early access we do not yet read a live Freshdesk account: the importer runs on demo data while we finish it. So we move your saved replies and set you up by hand, with a founder, and we tell you plainly the moment self-serve import is ready for real accounts.
What import will bring
The data we plan to bring across
The shape of a Freshdesk import once the self-serve path ships. Today this is done by hand for saved replies and setup.
Your contacts
The people who write to you, brought into Solves so their history lines up from day one rather than starting blank.
Your saved replies
Your existing canned answers, moved across so your team keeps its tone and wording. This part we already do by hand in the pilot.
Open and recent tickets
Your open and recent tickets with their conversations, landing in a brand you choose so nothing in flight gets dropped.
Public and private kept apart
Public replies stay public and private notes stay private, with the same hard separation Solves enforces on every ticket.
A preview before commit
You will see exactly what is about to come in and which brand it lands in, with nothing written until you confirm.
Encrypted credentials
Any details needed to connect to your old helpdesk are encrypted, and customer content is encrypted at rest with per-organisation keys.
How it works now
How a guided migration works during the pilot
The human-assisted path you get today, while the self-serve importer is finished.
Book a guided migration
Tell us what you run today: which support addresses, how many brands, and where your saved replies and history live. We agree a plan and exactly what access we need.
We set up your brands and mailboxes
A founder creates your brands, connects each mailbox and runs the plain-English DNS and forwarding checks. Live sending stays gated until each mailbox is verified.
We migrate your saved replies
We bring your existing saved replies across by hand and scope them per brand or organisation-wide, so your team starts with familiar wording rather than a blank slate.
You forward and go live
Point your support email at Solves and start working owned tickets straight away. Older history can be back-filled separately, at your pace, as the importer matures.
In practice
Why we move you by hand first
Data migration is the part of switching helpdesk that goes wrong most often: notes that were meant to be private end up in a customer reply, threads get flattened, or half the contacts arrive without their history. We would rather get this right than rush a self-serve tool that quietly mangles your conversations.
Forwarding-first means you never lose a new message
You do not have to wait for history before you switch. The moment you forward your support address into Solves, every new email becomes an owned ticket with an owner, a state and an SLA timer. That is the safety net: nothing new slips through while older data is being brought across in the background.
Saved replies are the quickest win
The single change that makes a new helpdesk feel like home is having your saved replies already there. That is why saved-reply migration is the part we already do by hand in the pilot. Your team opens a ticket, inserts a familiar saved reply, and the move stops feeling like starting from scratch.
What we deliberately do not promise yet
We will not call the self-serve importer a working transfer until it reads real accounts correctly. There is no automation or routing-rules engine, no CSV export, and no merge or split of tickets today. Calling those live would be dishonest, and an honest migration page is worth more than an inflated one. When each piece ships, this page will say so plainly.
Do not switch off your old helpdesk on day one
Keep your existing tool running until your mailboxes are verified in Solves and your team is comfortable. Forward into Solves first, confirm replies land, then wind the old system down. A guided migration is built around that overlap so nothing is lost in the gap.
FAQ
Imports and migration questions
Can you move my data into Solves today?
Honestly, the self-serve importer is not live yet. During the pilot we do it the human way: a founder helps you set up your brands and mailboxes by hand and migrates your saved replies for you, so you start with your wording already in place. The one-click Freshdesk importer that brings contacts and tickets across is in pilot and runs on demo data for now, so we are not yet reading a live Freshdesk account. We will tell you plainly when self-serve import is ready for real accounts.
Which platforms will the importer support?
Freshdesk is first. The self-serve importer is being built and tested against Freshdesk, and during early access we handle that move by hand. Zendesk and a generic CSV import are planned to follow once the Freshdesk path is proven on real accounts. We would rather ship one import that works correctly than four that half-work.
What will a Freshdesk import bring across once it ships?
The plan is your contacts, your saved replies, and your open and recent tickets with their conversations, brought into a brand you choose. Public replies stay public and private notes stay private, with the same hard separation Solves enforces everywhere. You will see a preview of what is about to come in before anything is written, so nothing commits until you are happy.
Will my old internal notes leak to customers during a migration?
No. Private notes are mapped to private notes and never become part of a customer-facing reply. The public-versus-private boundary is structural in Solves, so a note that was internal in your old tool stays internal here. The preview shows you which messages are public and which are private before you commit.
How are my login details handled?
Any credentials needed to connect to your old helpdesk are encrypted, and customer content is encrypted at rest with per-organisation keys once it is in Solves. Access is limited to authorised people, and our logs hold metadata only, never message bodies or addresses. During the founder-led pilot we agree exactly what we need with you first and use the least access that gets the job done.
Do I have to migrate everything at once?
No. Most teams start by forwarding new email into Solves on day one, so nothing new is lost, then bring history across separately. You can pick which brand imported data lands in, and you can start with saved replies and contacts before tackling older tickets. Forwarding-first means you are live quickly and the back-fill happens at your pace.
Let us bring your support history across
Book a guided migration and a founder will set up your brands and mailboxes and move your saved replies during the pilot.