Migrate from Freshchat to Kayako with precision & ease

Yes. Professional help ensures proper field mapping and preservation of relationships between records. Our engineer-led approach catches edge cases that automated tools miss.

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.

It is built for your data. Each migration is a set of custom scripts written for your data model, not a generic import tool. That is also why we start with a sample migration: you see your own records in Kayako before the full migration is committed.

Yes. We run a sample migration on your own data first, so you can review how your records look in Kayako before the full migration goes ahead. We run validation scripts to confirm the record counts match your source, and you check the sample against your source records; if a field is missing or mapped wrong, or anything else needs adjusting, we fix it in the migration scripts and re-run the sample as many times as you need. The full migration only runs after you've approved the sample. On projects delivered in phases, each phase gets its own sample migration for you to approve.

Usually, yes. Keep it active until we confirm the migration is complete, including the final delta migration, because we read your data directly from your Freshchat account throughout the project. If your subscription is due to end mid-project, extending it to cover the migration window keeps everything on track, and we tell you when it is safe to cancel. If it has to close sooner, we can pull your data out before it closes and migrate from that copy.

Yes. Created-time metadata is carried across, and so are assignees and message authors who have a user account in Kayako. Where Kayako cannot store one of them natively, it is kept as embedded metadata on the migrated record.

We handle it case by case. While mapping your data, we identify every record type without a direct counterpart in Kayako, review sample records from it and propose how it can be represented, based on what Kayako 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.

No. Before the sample or full migration starts, we confirm with you that nothing in Kayako will send messages about the migrated data: we import with notifications switched off wherever Kayako 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.

In many cases, yes. Where something can't be written through an API, we recreate it through Kayako'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.

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 Kayako 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.

We can mark every migrated record in Kayako, for example with a custom checkbox field such as "Migrated from Freshchat", 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 Kayako.

Internal notes can come across, and so can system-generated notes where Freshchat's API makes them available. During scoping you choose which notes to include, so Kayako holds the history your team will actually use.

Where Kayako has a place for them, yes. Each migration is a custom script written for your project, so your custom fields and structure are mapped to Kayako's model rather than forced through an import template. Where field types differ, such as a value stored as text in Freshchat that Kayako needs as a number, the script converts it. We agree the mapping with you and prove it on a sample migration before the full run.

Yes. Each tool's data is extracted separately and written into the same Kayako 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.

Yes. Chat conversations and messages from channels such as WhatsApp or Instagram are migrated as tickets alongside your email history, where Freshchat makes them available through its API or an export. Kayako 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 Kayako 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.

Yes, as far as Freshchat records it. Each message is attributed to the author Freshchat's API reports, and messages from your team show under the right agent as long as that agent's account exists in Kayako before the tickets are migrated; otherwise they fall back to the default agent. We also carry over the message source in as much detail as the API provides, for example telling comments on Instagram posts apart from comments on Instagram ads.

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 Kayako can hold it that way, and you check the result in the sample migration.

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 Kayako where it offers one. Workflows and automation rules are a separate item, and the ones you have today can be recreated in Kayako as agreed during scoping.

Most migrations complete within 1–5 business days, depending on data volume and complexity; very large migrations, such as several hundred thousand records, take longer. We provide a detailed timeline after the initial assessment and can often complete small migrations in under 24 hours.

No. Our migration process is designed for zero downtime. Freshchat stays fully operational throughout: the bulk migration runs in the background and the cutover is fast, so there is no disruption to your live business operations.

Yes. We take the exact date, time and time zone your team went live as the cutoff, and migrate the history up to that point, so the work already done in Kayako is left as it is. That go-live moment separates the two systems' records, so we confirm it with you before anything runs.

Mostly yes, and your team can keep working as normal, but leave the fields being migrated as they are, in Freshchat and Kayako, until the migration, including the final delta, is complete. The field mappings are set before the run starts, so hold off on renaming or removing those fields, and changing a migrated field's options, archiving it, or marking it as required or conditional can stop records from migrating. Where needed, and as agreed with you, we set the matching fields in Kayako to active, not required and not conditional for the duration of the migration. Other fields can be added or removed in the meantime. Also pause any AI agents, automations or rules in Kayako that could act on migrated records, so they don't fire on historical records as they arrive; if some must keep running for live work, we can instead agree a condition that makes them skip migrated records. Once the migration is complete, you can switch them back on, restore those field settings and rename fields freely.

Yes. All migration traffic runs through a centralized system using one fixed IP, which your IT team can whitelist instead of opening broader network access.

It's a flat fee with no hidden costs. The price we agree with you for your scope is the price you pay, and small variances in the final volume, a bit more or less, are included.

Every client receives a Migration Validation Report with comprehensive metrics including record-count comparison, attachment integrity verification via checksum, and full audit logs of the migration run, showing every record created, skipped or failed. If any item didn't come across, the report names each one, the specific reason, and how to bring it across if you want it there. We also offer unlimited sample migrations, so you can check your data before the full migration runs.

At ClonePartner, we consider ourselves your partners in this journey. We take full accountability for your migration's success. Once your migration goes live, we provide 30 days of comprehensive post-migration support as standard, and longer support, such as 60 or 90 days, can be agreed for your project. During this period, we help with anything related to your migrated data, so your migration is a complete success.

Yes. We provide a comprehensive migration report along with an ID-mapping sheet that links each old Freshchat record ID to its new ID in Kayako. This ensures full traceability, simplifies post-migration verification, and helps your team validate that records have been migrated accurately.

ClonePartner is the contact for anything about the migrated data itself. Questions about the platform itself, such as how its features and settings work, go to the platform's own support or to whoever administers it for you.

Yes, where Kayako's API makes that activity available. We build an ongoing sync on Kayako's and your CRM's APIs that writes support activity to the right contacts and companies, and you decide what gets logged. It is a separate piece of work from the migration, scoped and priced on its own.