Will the original assignees, message authors and created dates be preserved?
Yes. Created-time metadata is carried across, and so are assignees and message authors who have a user account in Freshservice. Where Freshservice cannot store one of them natively, it is kept as embedded metadata on the migrated record.
If the new system can't natively support an old record type, what are my options?
We handle it case by case. While mapping your data, we identify every record type without a direct counterpart in Freshservice, review sample records from it and propose how it can be represented, based on what Freshservice supports: map it to the closest native object, create a custom field or object, fold it into the parent record as text or a note, attach it as a file, or keep it in a read-only archive. You choose the approach, we write the migration scripts to place the data there, so it comes across in the form you choose instead of being left behind, and you see how it looks in a sample migration before we run the full set.
Will the migration set off automations or send emails or notifications to customers, our team or anyone else?
No. Before the sample or full migration starts, we confirm with you that nothing in Freshservice will send messages about the migrated data: we import with notifications switched off wherever Freshservice allows it, and either pause any automation that could send them for the migration window or give it a condition, such as a suppression tag, that skips migrated records, which lets your live automations keep running for new records. We only proceed once you have confirmed it. If you want anyone told about the move, that message is sent separately, once the migrated data has been checked.
Can you migrate data that Freshservice can't take in through an API?
In many cases, yes. Where something can't be written through an API, we recreate it through Freshservice's user interface where the interface allows it, and where that work is repetitive we script and automate it. We tell you up front which items are handled this way, because recreating them through the interface can add time to the schedule.
What happens if Freshservice requires fields our Ada data doesn't have?
We check the destination for required fields your source data cannot fill and bring each one to you before those records are migrated. Together we agree how each one is handled, such as a mapping from an existing field, a default value, or, where Freshservice lets that field be made optional, setting it to not required for the migration so you can make it required again once the migration is complete. The migration then runs with that rule applied, so no records are rejected or left behind.
How will we tell migrated records apart from the ones already in Freshservice?
We can mark every migrated record in Freshservice, for example with a custom checkbox field such as "Migrated from Ada", so your team can tell migrated data apart from records created there. We agree the marker with you during scoping so it fits how your team uses Freshservice.
Can you combine data from Ada and other support tools into one Freshservice account?
Yes. Each tool's data is extracted separately and written into the same Freshservice account. How records from the different tools fit together is settled in the data mapping before the build. The sample migration includes data from every source, so you can check the combined result before the full run.
Do you migrate Ada live chat, SMS and messaging conversations, such as WhatsApp, to Freshservice, and do they keep their original channel?
Yes. Chat conversations and messages from channels such as WhatsApp or Instagram are migrated as tickets alongside your email history, where Ada makes them available through its API or an export. Freshservice may not let imported tickets keep every original channel: some platforms take most imported tickets in through a general API channel instead. So we keep the original channel wherever Freshservice allows it, and can tag each ticket with its original one, such as chat, SMS or WhatsApp, so your team can still find and filter them. If an export leaves out the message content for some channels, we tell you and agree another way to retrieve it.
What happens to a conversation in Ada that mixes email and chat messages if Freshservice keeps those channels separate?
We agree the approach with you during scoping. One option is to split the conversation into a ticket for each channel, each carrying the same subject, tags and other details, so the two are easy to find together on the same customer. If you'd rather have a single thread, we confirm during scoping whether Freshservice can hold it that way, and you check the result in the sample migration.
If we use a chatbot in Ada, do you migrate it and its conversation flows to Freshservice, or only the conversations it handled?
We migrate the conversations it handled, not the chatbot itself. Every chat conversation the bot took part in comes across with your ticket history, while the chatbot's own setup isn't migrated as data and is set up again in Freshservice where it offers one. Workflows and automation rules are a separate item, and the ones you have today can be recreated in Freshservice as agreed during scoping.
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