Importing from Freshdesk

Switching to Deskwoot doesn't mean leaving your support history behind. With the built-in migration tool, you can import your complete Freshdesk data—tickets, contacts, companies, and more—into Deskwoot in just a few minutes. This guide walks you through every step and shares tips to ensure a smooth transition.

What Gets Imported

Tickets become Conversations, including the full conversation history and all replies.
Contacts are imported with their email, phone, and company information.
Companies become Organizations in Deskwoot.
Groups become Teams, preserving your support structure.
Agents are automatically matched to existing Deskwoot users by email address.

Finding Your Freshdesk API Key

Before starting the import, you'll need your Freshdesk API key. Here's how to find it:

Log into your Freshdesk account.
Click your profile picture in the top-right corner.
Go to Profile Settings.
Your API key is displayed on the right side of the page. Copy it for use in the next step.

Tip: Make sure the account whose API key you use has admin-level access. Limited-permission keys may result in incomplete imports.

How to Import

In Deskwoot, go to Settings > Import / Migration.
Select Freshdesk from the list of sources.
Enter your Freshdesk domain—this is the subdomain portion of your Freshdesk URL (e.g., yourcompany from yourcompany.freshdesk.com).
Paste the Freshdesk API key you copied earlier.
Click Start Import and wait for the process to complete.

After the Import

Review your imported conversations and contacts to confirm everything transferred correctly.
All imported conversations are assigned to your default email inbox. If you use multiple inboxes, you may want to reassign conversations as needed.
Set up your inbox and email forwarding if you haven't already, so new customer messages flow directly into Deskwoot.
Verify that agents were matched to the correct Deskwoot user accounts.

Troubleshooting & Best Practices

Import seems stuck: Large accounts with thousands of tickets may take longer. Avoid refreshing the page or starting a second import while one is in progress.
Missing agents: Agents are matched by email. If an agent's Freshdesk email doesn't match any Deskwoot user, their conversations will remain unassigned. Create the Deskwoot user account with the matching email before importing to avoid this.
Duplicate data: Running the import more than once may create duplicate conversations. It's best to perform the import only once after confirming your API key and domain are correct.

Frequently Asked Questions

How long does the import take?

Most imports finish within a few minutes. However, accounts with a very large volume of tickets may take longer. You'll see a progress indicator during the process.

Will my Freshdesk account be affected?

No. The import is read-only—it copies data from Freshdesk into Deskwoot without modifying or deleting anything in your Freshdesk account.

Can I import only specific tickets or contacts?

The migration tool imports your complete Freshdesk data. If you need to remove specific records afterward, you can manage conversations and contacts directly within Deskwoot.