Help Scout to Freshdesk migration
DataGrine migrates Help Scout to Freshdesk: companies, contacts, conversations with their replies, notes and attachments, tags and knowledge base articles. Every field is mapped in writing and a sample of your own records is signed off before the full run. Run it yourself on the DataGrine platform or have the DataGrine team run it end to end, with 24/7 premium support either way.
What moves
From Help Scout into Freshdesk.
- CustomersContacts
- OrganizationsCompanies
- ConversationsTickets
- Customer threadsPublic notes from the contact
- Reply, chat and phone threadsReplies
- Note threadsPrivate notes
- Line item threadsContext
- Thread attachmentsAttachments
- Inline imagesAttachments
- Mailbox custom fieldsTicket fields
- TagsTags
- Conversation statusesStatuses
- Saved repliesCanned responses
- Satisfaction ratingsSatisfaction ratings
- Docs articlesSolutions
Why teams make this move
Growing teams moving from Help Scout often standardise on Freshdesk for ticketing, SLAs and reporting.
Worth planning for
Help Scout models conversations without Freshdesk’s status, type and group structure, so each one needs those decided before it lands - and the defaults shape every report afterwards.
Decided with you in the written mapping, before anything moves.
How it runs
Self-serve or fully managed. Same steps, same checks.
- 01
Connect and map
Read-only access to your old helpdesk. Every field and value mapped before anything moves.
- 02
Sample run
A sample of your own records lands in the new helpdesk for you to check and sign off.
- 03
Full migration
The full move at the fastest pace both platforms allow, while your team keeps working.
- 04
Delta at cut-over
Anything created or changed since the full run, moved on go-live day.
- 05
Reconcile
Counts checked object by object against the source, and every run can be rolled back.
- Read-only access to the source
- Rollback per run
- 24/7 premium support
Questions
Help Scout to Freshdesk, answered.
What does not carry across from Help Scout?
Configuration such as automations, macros and views is not data, so it is set up again in Freshdesk. Anything with no equivalent in Freshdesk is listed in the written mapping, and you choose what happens to it before anything moves.
Can we run it ourselves?
Yes. Run it self-serve on the DataGrine platform, or let our migration team handle it end to end. Either way you get 24/7 premium support until the migration is signed off.
Does our team have to stop working?
No. We only read from Help Scout, so your team keeps working during the full run, and a delta sync at cut-over moves anything created or changed since.
Can we use the built-in importer instead?
None documented for Help Scout. Freshdesk's support site documents a built-in import for Zendesk only, so Help Scout data goes in through the Freshdesk API. A migration adds a written mapping, a sample run on your own data, a delta sync at cut-over and rollback.
How fast can data come out of Help Scout?
Help Scout Inbox API: 200 calls a minute on Standard (no reporting endpoints), 400 on Plus and 800 on Pro, no API on Free; write requests count as two, and the limit is shared by all users on the account. Conversations are listed as active only unless status=all is asked for. On the write side Freshdesk allows 100, 400 or 700 calls a minute by plan, with ticket create capped at 50, 160 and 280. Runs are paced to stay inside that limit, which is why large accounts move in a full run first and a delta at cut-over.
What needs deciding before the move?
Default status, type and group must be agreed for every conversation, because Help Scout has no type or group and Freshdesk needs both. Original creation dates cannot be set in Freshdesk, so created-date reporting is rebuilt on a custom field. Workflow conditions and actions are not available through Help Scout's API, so every workflow is documented by hand before it is rebuilt.
What does it cost?
It depends on how many records move and whether you run the migration yourself or have the DataGrine team run it. You get a quote once the records in scope are counted, before anything moves.
Other routes
Moving a different pair?
Teams moving from Help Scout often need more advanced routing, SLAs and AI-powered support.
Support consolidates onto Freshdesk when the business grows past a single storefront and needs SLAs and reporting across brands.
Cost consolidation or an IT-led standardisation onto the Freshworks stack.
Plan your Help Scout to Freshdesk move.
Tell us where you are moving from and to. Run it yourself on the DataGrine platform or let our migration team handle it end to end, with 24/7 support either way.
- A written mapping document before anything moves
- A sample migration you review before the live run
- Delta sync at cut-over and rollback per run
- 24/7 premium support until you sign off