Hi everyone,
My company is using freshdesk in free version since 2017 and now we decided to migrate to Service Cloud.
We need to migrate the history of these years do Service.
Someone already did it?
How to import old tickets from Freshdesk to Service like cases?
Hi,
I have answered the mentioned thread, so I will be more specific here:
1. Create any custom fields you had in Freshdesk to ensure data lands in the right place.
Go to: Setup → Object Manager → Case → Fields & Relationships → New.
2. Create all users in Salesforce who handled tickets in Freshdesk.
Each agent must:
- Have permission to modify all data
- Use the same email as in Freshdesk: Navigate to: Setup → Administration → Users → New User.
3. Prepare the knowledge base (if applicable)
- Enable Knowledge for the System Administrator
- Activate Knowledge features in Salesforce
- Create the required Category Groups in advance
If you're migrating a large volume of historical tickets, third-party tools like Help Desk Migration can handle full data transfers.
To speed up the migration, request a temporary increase in API limits from Salesforce.
You can also:
- Skip attachments to reduce transfer time if only the ticket body text is needed
- Add tags to all migrated tickets to distinguish them from newly created cases in Salesforce
