Freshchat to Kayako Migration

MIGRATION OVERVIEW

Why teams migrate from Freshchat to Kayako

The core problem

No native migration path exists between Freshchat and Kayako; all data must be extracted via the Freshchat REST API v2, transformed, and loaded into Kayako via its REST API v1 bulk import endpoint (POST /api/v1/bulk/cases). The two platforms have fundamentally incompatible data models: Freshchat is conversation-centric, storing interactions as Conversations containing streams of Messages with no subject lines, while Kayako is case-based, requiring each Case to carry a subject, department, status, priority, and type. This mismatch requires custom transformation logic including synthesizing subject lines from message content, flattening rich Freshchat message_parts arrays into HTML or plain text, and mapping Freshchat actor types (bot, system) to placeholder Kayako user accounts. For large datasets, the extraction phase alone is the primary bottleneck due to Freshchat's N+1 query pattern and 50-messages-per-page API cap, with a 15,000-conversation dataset requiring an estimated 5–9 days of total pipeline runtime.

Why this matters for your migration

KEY CHALLENGES

What makes this migration complex

These are the architectural mismatches and technical hurdles specific to a Freshchat to Kayako migration.

Most Critical

N+1 Extraction Query Pattern

Freshchat's conversations list endpoint returns only metadata, requiring a separate paginated API call (capped at 50 messages per page) for every individual conversation to retrieve actual message content, resulting in thousands of sequential API requests that dominate total runtime.

Blocks all downstream imports if mapped wrong

Subject Line Synthesis Required

Freshchat has no concept of a ticket subject, so a subject must be programmatically generated for every Kayako case by truncating the first text content found in the conversation's message_parts array to approximately 50 characters.

Rich Message Part Flattening

Freshchat messages can contain structured UI elements such as carousels, buttons, quick-reply options, and collection cards within the message_parts array, all of which must be serialized into readable plain-text or HTML fallbacks since Kayako posts do not support interactive components.

Bot and System Actor Remapping

Kayako posts require a creator_id referencing a pre-existing Kayako user, but Freshchat messages can originate from bot or system actor types that have no direct Kayako equivalent, necessitating a designated placeholder user account for all non-human messages.

Time-Limited Attachment URLs

Freshchat attachment URLs embedded in message payloads are signed and time-limited, requiring all binary assets to be downloaded and stored locally or in object storage during the extraction phase before the URLs expire and become inaccessible.

Dual User Roster Merge

Freshchat maintains entirely separate API endpoints for contacts and agents (GET /v2/contacts and GET /v2/agents), both of which must be fetched independently and merged into a unified freshchat_id → type → kayako_id lookup table before any transformation can begin.

MIGRATION RISK ASSESSMENT

Every migration risk, already solved

Migration between platforms is full of edge cases. Our engineers have identified every risk from Freshchat to Kayako and built proven solutions for each one.

High complexity

Messages / Posts

The 50-messages-per-page pagination cap forces an N+1 query pattern that severely inflates extraction time and risk of data gaps from rate-limit backoff events or interrupted runs on large conversation threads.

Solved
Attachments

Freshchat attachment URLs are signed and time-limited with an undocumented TTL, meaning any attachment not downloaded during extraction will be permanently inaccessible if the URL expires before the load phase.

Solved
Bot and System Messages

Bot and system actor messages have no valid Kayako user equivalent and must be remapped to a placeholder account, risking loss of attribution context and potential confusion in migrated case histories.

Solved

Custom engineering

Conversations / Cases

One-to-one mapping of Freshchat conversations to Kayako cases is structurally sound, but requires synthesized subject lines and correct department, status, priority, and type fields that have no direct source equivalents in Freshchat.

Handled
Contacts

Contacts must be extracted from a separate endpoint than agents and pre-mapped to Kayako requester accounts before case import, and multi-channel contacts with multiple conversation threads must not be incorrectly deduplicated.

Handled
Message Rich Content

Structured Freshchat message elements such as buttons, carousels, and quick-reply options cannot be represented in Kayako posts and will be reduced to plain-text serializations, resulting in degraded fidelity for bot-driven or interactive conversations.

Handled
Conversation Status

Freshchat's four status values (new, assigned, waiting, resolved) must be mapped to Kayako's status model, which may have a different set of valid values requiring a defined transformation ruleset.

Handled
Historical Data Completeness

The Freshchat raw reports API restricts extraction to data within the last 15 months and limits Chat-Transcript exports to 24-hour windows, meaning conversations older than 15 months may be inaccessible via the reports path and require the slower per-conversation messages API.

Handled

Clean transfer

Agents

Agent data is retrievable from a dedicated endpoint and maps relatively cleanly to Kayako agent accounts, though agents must be pre-created in Kayako before case import references their IDs.

Clean
Conversation Timestamps

Kayako's bulk import endpoint accepts historical created_at and updated_at timestamps on both cases and posts, making accurate timestamp preservation feasible without custom workarounds.

Clean

What Our Customers Say

Real migration stories

Direct Review

“Fantastic at both guiding us through the process and helping us fix things as they come up and dial them in.”

Reviewed on G2

“The ease of the process and that ClonePartner was informing me what was going on at every step. If you're on the fence, do it. ClonePartner are great!”

Direct Review

“They were SO helpful. We had a few hiccups because our migration was in the middle of the process, but they were really flexible and did multiple delta migrations for us. We were able to map a lot of our old ticket data so it's usable for comparisons in the future.”

Direct Review

“Overall a great experience. We had to go back a few times to get everything just right, which was totally expected. The transition was smooth, and there was no data loss.”

Direct Review

“One of the easiest migrations I've ever been through. The team took care of everything — all our data, customer interactions and macros. The process was clear, straightforward and we felt supported all the way. An absolutely seamless experience for our support team and our customers.”

See all customer stories →

CUSTOM MIGRATION

Fully customizable engineer-led migration

Tailor your migration from Freshchat to Kayako exactly to your needs with our flexible customization options. Our experts will configure the perfect migration plan for your business.

Migration Filters

Data Types

ZERO DOWNTIME

Your timeline. Our engineers.

A dedicated engineer runs your migration, planned around your schedule and your data.

No babysitting a wizard. Avoid debugging errors yourself.

Looking for a more detailed migration timeline?

Contact our team

Speed

The migration timeline depends on both our turnaround time and yours.

We can complete a migration in under a day when the accounts are connected and the sample migration is approved promptly.

Background Sync

We also support migrating the newest records first, so you can go live faster while the rest of the data is synced in the background.

Data Volume Impact

Larger data volumes may require longer migration windows.

Continuous Operation

Weekend migrations minimize disruption to your customer service operations.

MIGRATION TIMELINE

Your Freshchat to Kayako migration, step by step

See how long your migration will take from start to finish. Drag the slider to estimate based on your data volume.

How many records are you migrating?

<10K 50K 100K 250K 500K 1M 2M 5M 10M+

Checklist ~3 days

Sample 1 day

Review ~2 days

Full 2 days

Delta 1 day

Your team ClonePartner

Estimated total

~9 business days

Migration Checklist

1 day · ClonePartner ~2 days · Your team

We prepare the optimal data mapping as a shareable spreadsheet. Your team reviews, approves, and adds any customizations.

Sample Migration

1 day · ClonePartner

We run a test migration with a representative sample of your data to verify mapping accuracy and identify any potential issues before the full run.

Review & Approve

~2 days · Your team

Your team reviews the sample migration results, confirms data accuracy and mapping, and gives the go-ahead for the full migration.

Full Migration

2 days · ClonePartner

We execute the complete migration of all your data to your new Kayako, with real-time progress tracking and comprehensive logging.

Delta Migration

1 day · ClonePartner

We capture and transfer any new data that was added or updated during the main migration to ensure no data is lost. This final sync keeps everything current.

Pros and cons of different migration options

Choosing the right approach is key because migrating from Freshchat to Kayako isn't just about moving data – it's about protecting customer relationships.

Feature / Criteria	ClonePartner	Automated Tools	CSV Import	In-house migration
Custom Scripting for complex data	✓ Engineers build & maintain	✗ No	⚠ Manual	✓ Yes – but costly
Sandbox & Pilot Migrations	✓ Full sandbox + pilot plans	⚠ Limited	✗ No	⚠ Often Informal
Manual validation & reconciliation	✓ Automated + manual QA	✗ No	✓ Yes (Manual)	✓ Heavy manual effort
Backup & rollback plan	✓ Robust procedures	✗ No	✗ No	⚠ Often incomplete
Handles automation and integrations	✓ Full support	⚠ Partial	✗ No	⚠ Possible but fragmented
Post-migration engineer support	✓ Dedicated engineers	✗ No	✗ No	⚠ Limited SLA
Adaptable to API changes	✓ Proactive adaptation	✗ No	⚠ Manual fixes	⚠ Slower response
Turnaround / SLA predictability	✓ Predictable SLAs	⚠ Fast but brittle	⚠ Slow and manual	⚠ Often slower
Data Security & Compliance	✓ High – enterprise grade	⚠ Medium (depends)	⚠ Low (manual)	⚠ Hidden gaps common
Pricing predictability	✓ Transparent & fixed	⚠ Low (per-job)	⚠ Low (manual hours)	⚠ High/variable OPEX
End-to-end project management	✓ Full E2E delivery & PM	✗ No	✗ No	⚠ Often partial
Business impact & opportunity cost	✓ No diversion of staff	✗ No	✗ No	⚠ Diverts engineering

What does an Engineer-led migration mean anyway?

Speed & Accuracy: Our Blended Method

We blend automation (smart scripts, bulk APIs) with human expertise for speed without risk. Our engineers manually check every mapping, validation, and exception.

You get:

Speed of automation for bulk record migration
Precision of engineers verifying integrity and business logic
Pilot migrations and sandbox testing to catch issues early
Real-time validation reports and rollback readiness

Result: 50x faster migrations than manual imports — with near-zero error rates.

Handling the Tricky Tech and API Details

The Freshchat and Kayako APIs each behave differently, which is where our engineers shine. We build custom logic to handle the data quirks where generic tools typically break.

We handcraft API logic for:

Field mapping and transformation
Pagination, rate-limit handling, and throttling
Preserving conversation threads, attachments, and internal notes
Syncing custom fields, SLAs, and macros without breaking structure

Our scripts: Natively retry failed calls, re-queue large attachments, and ensure data parity.

No Guesswork

We don't just promise smooth migrations—we measure and prove them. Every client receives a Migration Validation Report with all metrics.

Typical results across projects:

100% record-count parity between your Freshchat data and Kayako
Zero downtime during staged cutovers
99.9% attachment integrity (verified via checksum)
Full automation and preservation of all business rules

Our standard: Includes full SLA preservation and 48 hours of engineer-assigned support post go-live.

We Adapt to Your Setup (Not the Other Way Around)

No two teams configure Freshchat or Kayako exactly the same way—with unique automations and data. We customize every migration script to fit your exact workflow, tags, and triggers.

Our engineers adapt for:

Custom fields, ticket forms, and workflows
Multi-brand or multi-language setups
Historical imports and partial (date-based) migrations
Integration re-mapping for CRMs, chat, or feedback tools

The promise: If your data doesn't fit a standard template, we build one just for you.

Enterprise-Grade Security & Compliance

Your customer data is precious. Our migration process maintains the highest standards of security and regulatory compliance.

SOC 2 Type II

Independently audited compliance with rigorous security standards

ISO 27001

Certified information security management system

GDPR

Full compliance with EU data protection regulations

HIPAA

Certified for handling protected health information

AES-256 Encryption

Bank-grade encryption for all stored credentials

Latest TLS

Secure transfer protocol for all data in transit

Role-Based Access

We follow role-based access control for every migration project

Scheduled Deletion

Automatic data purging after migration completion

FAQ

Frequently Asked Questions

Everything you need to know about migrating from Freshchat to Kayako. Can't find what you're looking for? Talk to our team.

Is there a native migration tool from Freshchat to Kayako?

No. There is no built-in migration path, import wizard, or connector between Freshchat and Kayako. You must use the Freshchat REST API v2 for extraction and Kayako's REST API v1 bulk import endpoint for loading.

Can I preserve original timestamps when migrating to Kayako?

Yes. Kayako's POST /api/v1/bulk/cases endpoint accepts created_at and updated_at fields in ISO-8601 format on both cases and posts. The single-case POST endpoint does not support timestamp overrides — only the bulk endpoint does. Verify behavior in your sandbox before running the full migration.

How long does a Freshchat to Kayako migration take?

For a mid-size instance (15,000 conversations), expect 5–9 days total: 2–4 days for extraction (bottlenecked by per-conversation message fetching at 50 per page), 1–2 days for transformation, 1–2 days for loading, and 1 day for validation. Larger datasets scale linearly.

What data cannot be migrated from Freshchat to Kayako?

Freddy bot flows, IntelliAssign rules, CSAT survey configurations, canned responses, widget customizations, marketplace app integrations, and agent performance analytics cannot be migrated programmatically. These must be rebuilt manually or exported separately from Freshchat raw reports.

Can I export Freshchat data as a CSV and import it into Kayako?

Not for a complete migration. Freshchat allows CSV exports via raw reports for reporting purposes, but these files do not contain full message payloads, attachments, or relational data needed for a proper import. A full migration requires using the REST APIs of both platforms.

How long does the Freshchat to Kayako migration take?

Most migrations complete within 1–5 business days, depending on data volume and complexity. We provide a detailed timeline after the initial assessment and can often complete small migrations in under 24 hours.

Will my team lose access to Freshchat during the migration?

No. Your source system remains fully operational throughout the entire migration. We run the migration in the background with zero downtime to your current operations.

Will there be downtime when migrating from Freshchat to Kayako?

No. Our migration process is designed for zero downtime. We use a staged approach with background sync and a fast cutover, ensuring no disruption to your live business operations.

How do I validate that everything migrated correctly?

Every client receives a Migration Validation Report with comprehensive metrics including record-count parity, attachment integrity verification via checksum, and full audit logs. We also offer unlimited sample migrations so you can verify before committing.

Do I need professional help for this migration?

While simple migrations can sometimes be handled in-house, professional help ensures zero data loss, proper field mapping, and preservation of relationships between records. Our engineer-led approach catches edge cases that automated tools miss.

Does ClonePartner provide guidance before committing?

Yes. We provide a free consultation and assessment. We'll review your data structure, discuss your requirements, and provide a detailed migration plan and fixed-price quote before you commit to anything.

Still have questions?

Book a free 30-minute consultation with our migration engineers. We'll walk you through the exact approach for your Freshchat→Kayako migration.

Contact our team

Ready to start your
Kayako Migration?

Join hundreds of businesses who have successfully migrated with ClonePartner. Let's discuss your migration needs and build a plan that works for you.

Book free consultation

Attention to Detail

We meticulously handle every aspect of your migration, ensuring no data is lost during transfer and mapping every field correctly between platforms.

Custom Solutions

Every business is unique. We tailor your migration strategy to match your specific requirements, workflows, and data structures.

Security & Compliance

Your customer data is handled with enterprise-grade security protocols, ensuring compliance with GDPR, HIPAA, and industry standards.

Migrate from Freshchat to Kayako with precision & ease

Why teams migrate from Freshchat to Kayako