Transitioning from Freshdesk to Enchant is a strategic move toward a more streamlined, omnichannel support experience.
This guide will walk you through the practical steps of moving your data while ensuring that no customer context is lost. By understanding the underlying data models of both platforms, you can ensure a smooth transition for your support team.
Define your migration scope
Before writing a single line of code, you must determine what data needs to move and how. Most of your high-volume data will be migrated via the API.
This includes the core pillars of your helpdesk: Inboxes (Groups), Users (Agents), Customers (Contacts), and the full history of Tickets and Messages (Replies and Notes).
There are certain configurations that you should handle manually. Canned Responses and SLA Policies fall into this category because they often benefit from a "fresh start" to ensure they align with Enchant's specific feature set.
Freshdesk automatically archives closed tickets that have been inactive for 120 days to maintain performance. You should decide if these archived records are necessary for your current operations or if they should remain in Freshdesk for long-term reference.
Prepare Enchant for data import
Preparation is the key to maintaining data integrity. In Enchant, every ticket must belong to an inbox, so you need to create these first to provide a destination for your data. You should also pre-configure your team by setting up your Users.
This ensures that when tickets are imported, they can be assigned to the correct person immediately.
Furthermore, you should pre-create your Labels. Freshdesk uses Tags as simple strings, but Enchant identifies Labels by unique IDs.
By setting these up in the Enchant settings first, you can capture the IDs needed to tag tickets correctly during the migration process.
Migrate objects
The order in which you move your objects is critical for maintaining the relationships between records. Follow this logical sequence to prevent orphan data.
- Inboxes and Users:
Start by mapping your Freshdesk Groups to Enchant Inboxes and your Freshdesk Agents to Enchant Users. This builds the framework of your new helpdesk. - Customers and Contacts:
The data model for people is slightly different between the two platforms. Freshdesk uses a single "Contact" object. Enchant, however, separates the identity of the person (the Customer) from their specific identifiers like email or phone (the Contacts).
During migration, you must create the Customer record first and then associate their individual Contact identifiers with that Customer ID. - Tickets and Tags:
Once the customers exist, you can migrate the ticket shells. You will need to map Freshdesk’s numeric status values, such as 2 for open or 5 for closed, into Enchant’s text-based states like open, hold, or archived.
During this step, you will also apply your pre-created Labels to match the original Freshdesk Tags. - Messages and Attachments:
With the ticket shells in place, you can pull the full history of Conversations. Both public replies and private notes are imported as Messages in Enchant.
Attachments require special handling: you must download the file from Freshdesk, convert it to Base64 data, and upload it to Enchant to generate an attachment ID before linking it to the specific message. - Companies:
Since Enchant does not have a native Company object like Freshdesk, you should use a workaround. Storing the Freshdesk Company name in the Enchant Customer "summary" field is an excellent way to preserve this organizational context for your agents.
Post migration configuration
After the data has been successfully moved, you need to breathe life into your new helpdesk by rebuilding your logic. Freshdesk Automations, including rules that run on ticket creation, ticket updates, or hourly triggers, must be manually recreated within Enchant.
This is also the time to set up your live workflows, such as automatic ticket assignment and notification rules, to ensure your team can handle new incoming requests immediately.
Insider secrets
Migrating data at scale requires an understanding of technical nuances that only become apparent once you are deep in the process.
One of the most important things to manage is the rate limit. Freshdesk sets limits based on your specific plan, while Enchant has a global limit of 100 credits per minute for the entire account.
If you exceed these, the API will return a 429 error, so building a retry mechanism or a queue into your script is a necessity.
Another secret involves the way Enchant handles attachments. Unlike Freshdesk, which provides a simple URL, Enchant requires the attachment to be associated with exactly one message at the time of creation.
If you upload an attachment but do not link it to a message, it will eventually be deleted. To keep things clean, ensure your script follows a strict "upload then link" workflow for every individual file.
Summary
A successful migration from Freshdesk to Enchant is about meticulously preserving the links between your team and your customers.
By following a structured sequence, from setting up your Inboxes to encoding your attachments, you can move your history without losing a single detail.
Once the data is in place and your automations are rebuilt, your team will be ready to provide exceptional support in their modern new home.
If you’d rather focus on your revenue instead of wrestling with mapping sheets and pagination loops, ClonePartner can handle the full migration for you. Every project gets a dedicated engineer who understands the nuances of both APIs and ensures zero downtime.