A complete guide to your Freshdesk migration from Zendesk

Moving your help desk from Zendesk to Freshdesk is a big project, there’s no doubt about it. But if you're feeling squeezed by pricing, features, or just need a better user experience for your team, it's often a move you have to make.

The tricky part? The migration itself. You’re moving years of customer conversations, tickets, and your entire knowledge base. It's high-stakes stuff.

But don't worry, you’re in the right place. This guide will walk you through everything you need to know for a successful Freshdesk migration from Zendesk, from initial planning to getting the most out of your new platform with some powerful AI.

Why consider a Freshdesk migration from Zendesk?

Before we get into the nuts and bolts, let's talk about the "why." Both platforms are heavy hitters in the customer support world, but they're built for slightly different needs.

What is Zendesk?

Zendesk is a well-known and powerful customer service suite, famous for its enterprise-level features and ability to scale. It’s a solid choice for large organizations that need one tool to do it all.

What is Freshdesk?

Freshdesk is known for being user-friendly and is often a more budget-friendly option in the Freshworks family of products. Teams tend to like its clean interface, fast setup, and built-in AI features.

A screenshot of the Freshdesk dashboard, illustrating its user-friendly, multi-channel ticketing system, a key factor in a Freshdesk migration from Zendesk.

So, what pushes a team to make the switch? It usually boils down to a few common reasons:

• Cost: Freshdesk's pricing often just makes more sense, especially for teams that need more advanced features without wanting to spring for a top-tier enterprise plan.

• User Experience: A lot of agents find Freshdesk's layout feels more modern and is just plain easier to pick up. That means less time spent on training and a happier team.

• AI and Automation: Freshdesk has its own built-in AI, Freddy AI, which gives you a decent set of automation tools right from the start.

• Platform Consolidation: If you're already using other Freshworks tools, or want to, moving to Freshdesk can help bring your support, sales, and IT services together.

Planning your Freshdesk migration from Zendesk: What to consider before you start

Let's be honest, a good migration is all in the prep work. Before you move a single ticket, you need to map out exactly what your current Zendesk world looks like and where it's all going to live in Freshdesk.

Audit your data and workflows

First up: you need to know exactly what you're moving. Make a simple list of all the data you need to bring over:

• Tickets (both open and closed)

• Contacts and Companies

• Agent profiles

• Knowledge Base articles

• Attachments

But don't just list them. Think about how they're all connected. You'll need to figure out how your custom fields, tags, and ticket statuses in Zendesk will translate to their new equivalents in Freshdesk. Trust me, skipping this step is a recipe for losing context and leaving your agents searching for info they need.

graph TD

A[Start: Zendesk Account] --> B{Audit Data};  

B --> C[List Tickets, Contacts, KB Articles];  

B --> D[Identify Custom Fields & Tags];  

C --> E{Map to Freshdesk};  

D --> E;  

E --> F[Map Zendesk Fields to Freshdesk Fields];  

E --> G[Define New Workflows in Freshdesk];  

F --> H[Prepare Data for Export];  

G --> H;  

H --> I[Choose Migration Method];  

I --> J[Execute Migration];  

J --> K[End: Data in Freshdesk];  

Prepare your team and processes

Your data isn't the only thing moving; your team's daily habits are, too. Take some time to document your current workflows, macros, and automations in Zendesk. Not everything will have a perfect match in Freshdesk, which actually makes this a great chance to see what can be improved, simplified, or maybe just retired for good.

Most importantly, get your team on board. Schedule some training sessions on the new Freshdesk interface before you flip the switch. A little preparation will go a long way in making day one feel less like a shock and more like an upgrade.

This is also a great time to get a handle on your support patterns. For instance, a tool like eesel AI can dig into your old Zendesk tickets and show you which topics are practically begging to be automated. Its simulation feature shows you the potential impact of AI, giving you a clear plan for setting up smart automations in Freshdesk from the get-go.

The Freshdesk migration from Zendesk process: Key methods and challenges

Once you’ve got a plan, it’s time to decide how you'll actually move your data from point A to point B. There are a few ways to tackle a Freshdesk migration from Zendesk, and each has its own pros and cons.

Comparing methods for your Freshdesk migration from Zendesk

Here’s a quick rundown of the common approaches to help you decide which one fits your team, budget, and technical skills.

Common challenges to anticipate

No matter which road you take, you'll probably hit a few of the same bumps. It pays to know what they are ahead of time.

• Data Fidelity: Making sure every ticket comment, timestamp, and attachment stays connected to the right ticket is a classic migration headache.

• Downtime: You’ll need to schedule the final switchover carefully to avoid disrupting your live support channels.

• Effort & Resources: A manual migration can easily tie up a developer for weeks, pulling them away from other work.

The hassle and cost often make teams wonder if there's a better way to upgrade their support. If your main goal is better AI and automation, a full migration isn't your only path. An AI tool like eesel AI can be added on top of your existing help desk (like Zendesk or Freshdesk) in minutes. You get a more powerful AI that learns from all your company knowledge, without the headache of a "rip and replace" project.

Life after your Freshdesk migration from Zendesk: Getting the most out of Freshdesk with AI

Okay, you made it. You're on Freshdesk. High fives all around. But the job isn't done, this is where the fun part starts. The real win comes from what you do with your new setup.

Getting started with Freshdesk's native AI

One of the first things you'll run into is Freddy AI, Freshdesk’s own AI tool. It's a solid place to start with automation. It can handle routine questions, give agents helpful suggestions, and provide some analytics on support trends. It's a good way to dip your toes into AI inside your new help desk.

A screenshot of Freshdesk's Freddy AI Copilot assisting an agent with a support ticket, a key feature to explore after a Freshdesk migration from Zendesk.

Taking Freshdesk further with a unified AI layer

For teams that want to push beyond the limits of a single platform's AI, the next move is to add a unified intelligence layer. This is where you can really start to transform your support.

• Connect all your knowledge. While Freddy AI is pretty good with the data inside Freshdesk, what about all the important info scattered across your company's Confluence pages, Google Docs, or Slack channels? eesel AI connects to over 100 sources, creating one single source of truth for your AI. This means more accurate answers for both your customers and your agents.

• Get started in minutes, with full control. You don't need a six-month implementation project to get powerful AI up and running. eesel AI is designed to be self-serve. You can connect it to Freshdesk, simulate how it would perform on your past tickets, and then slowly roll out automation. You have fine-grained control over exactly which tickets the AI handles, so you decide what gets automated and what goes to a human.

• Deploy with confidence. Before you let a new AI talk to your customers in a brand new help desk, you want to be sure it works. eesel AI’s simulation mode runs on your past tickets to give you a clear forecast of its resolution rate. This gives you a really clear picture of its performance, so you can go live without the guesswork.

Freshdesk pricing overview

To help you budget, here's a quick look at Freshdesk's main plans. This should give you a practical idea of the costs involved.

| Plan | Price (per agent/month, billed annually) | Key Features | | :--- | :--- | :--- | :--- | | Free | $0 (for up to 10 agents) | Ticketing, Knowledge Base | | Growth | $15 | Automation, Collision Detection, Marketplace Apps | | Pro | $49 | Custom Roles, Round-Robin Routing, CSAT Surveys | | Enterprise | $79 | Skill-Based Routing, Sandbox, Audit Log |

A successful Freshdesk migration from Zendesk is just step one

Making the switch from Zendesk to Freshdesk is a big project, but it’s more than just a technical task. It’s a chance to rethink how your team works and what tools can help them do their best.

Simply changing platforms is only half the job. The real value comes from using modern tools to make your agents more productive and your customers happier. The right AI platform doesn't just live inside your help desk; it connects all of your company knowledge to deliver truly smart and helpful support.

Whether you're still planning your migration or you've already made the switch to Freshdesk, see how you can elevate your customer support in just a few minutes. Try eesel AI for free.