Leave the expensive, complex helpdesk behind.

You do not need a risky data-migration project to leave Zendesk or Freshdesk. Because Solves is email-first, you switch by changing where your support email lands, not by lifting years of tickets across in one go. New mail starts in Solves the same day; your old helpdesk stays live as a read-only archive for as long as you want.

During early access the move is founder-led and honest about its limits. We help you set up each brand and mailbox with plain-English, forwarding-first steps, and we migrate your saved replies across by hand so your team keeps its tone and quick answers from day one. There is no automatic, one-click importer for historical tickets yet, and we will not pretend there is.

A self-serve Freshdesk import is in preparation. Until it ships, treat the move as a clean start in Solves with your incumbent kept as a backup record, plus direct help from us to get set up. For most small teams that is faster and lower risk than a heavyweight migration anyway.

The usual triggers are cost and complexity. Zendesk has no permanent free plan, and its UK Suite tiers rise steadily as you add agents and capabilities. Freshdesk historically offered an open-ended free tier but has narrowed its free programme to up to two agents for six months only, so a growing team soon faces a paid, per-agent bill. For an email-first business, much of what you pay for sits unused.

You are paying for channels you never switch on

Full helpdesk suites carry automations, customer portals, knowledge bases, chat, voice and social, plus the configuration to match. If your reality is answering email well across one or more brands, that breadth is weight, not value. Solves does one job: it turns shared inboxes into owned, timed tickets with replies, private notes, SLAs and multi-brand history, and stops there on purpose.

Per-agent pricing punishes helpers

Per-agent billing means the colleague who picks up overflow on a busy Monday costs a full seat. Solves uses GBP team bands instead, so you size the plan to the team and let helpers help without a per-seat penalty. Pricing is in GBP, ex VAT, with VAT-visible invoices, and first-response and resolution SLA timers built in.

A simpler tool your team actually finishes setting up

Complex platforms are easy to buy and hard to finish configuring. A smaller, focused desk is one your team can adopt fully: every email becomes an owned ticket with a clear state, an assignee, a priority and an SLA, and the saved queue views show New, Unassigned, Waiting, Snoozed, Breaching SLA, Resolved and All without a single rule to build.

Being clear about scope is the point of a guided move. Here is what is shipped and happens now, and what is still coming, so there are no surprises.

What moves now

• New support email, the moment you forward a mailbox to Solves, arriving as owned tickets with states, owners, priorities and tags.
• Your saved replies, brought across by hand during early access and scoped per brand or organisation-wide.
• Your brands and per-brand sender identity, set up with guided, forwarding-first mailbox checks.
• Your team, with role presets, brand access and ticket-visibility scopes configured during setup.

What waits, and stays honest about it

• Automatic historical ticket import: not live today. A Freshdesk self-serve import is in preparation; keep your old helpdesk as the archive until then.
• Automations and routing rules, CSAT, a customer portal, a knowledge base, CSV export, merge and split, and a developer API: not shipped, so we never list them as part of the move.

If a heavyweight, automated migration of years of tickets is a hard requirement, Solves at pilot stage is not the right fit yet, and we will tell you so on the call rather than oversell it.