Freshservice to Gladly Migration

MIGRATION OVERVIEW

Why teams migrate from Freshservice to Gladly

The core problem

Migrating from Freshservice to Gladly is a cross-category data model translation, not a standard helpdesk-to-helpdesk migration — no native migration path exists between the two platforms. Freshservice is built on the ITIL framework and organizes data around discrete ticket objects (incidents, service requests, problems, changes) linked to assets, a CMDB, and approval workflows, while Gladly is a person-centric platform where every customer interaction across all channels is appended to a single lifelong Conversation Timeline with no concept of ticket numbers. A large portion of Freshservice's ITSM layer — including assets, the CMDB, problems, changes, releases, SLA policies, service catalog, and workflow automations — has no equivalent in Gladly and cannot be migrated, requiring separate archival or warehouse export. Custom scripting against Freshservice API v2 and the Gladly REST API is required, with careful scoping to migrate only the customer-facing subset of data, and Gladly's historical import is text-only, excluding attachments, images, recordings, and metrics.

Why this matters for your migration

KEY CHALLENGES

What makes this migration complex

These are the architectural mismatches and technical hurdles specific to a Freshservice to Gladly migration.

Most Critical

ITSM to CX Data Model Gap

Freshservice's ticket-centric ITIL data model must be fundamentally restructured to fit Gladly's person-centric architecture, where all discrete tickets from a single requester must be collapsed into Conversation Items on one lifelong Customer timeline.

Blocks all downstream imports if mapped wrong

Non-Migratable ITSM Entities

Core Freshservice ITSM objects — assets, CMDB, problems, changes, releases, approval workflows, and service catalog — have no Gladly equivalents and must be excluded from the migration scope and archived separately in a data warehouse or retained in Freshservice.

Gladly Historical Import Limitations

Gladly's documented historical import API is text-only and does not support attachments, images, call recordings, SLA metrics, or routing assignments, meaning all rich media and operational metadata from Freshservice tickets must be discarded or archived externally.

Timeline Density at Scale

High-volume requesters with hundreds of historical Freshservice tickets will have thousands of Conversation Items loaded onto a single Gladly timeline, causing agent usability degradation and increased timeline load times if full history is imported without a cutoff strategy.

Automation and Rules Rebuild

Freshservice's Workflow Automator, Supervisor, Dispatch'r, and Observer rules are event- and time-based automations that have no structural equivalent in Gladly's Rules engine and must be redefined from first principles rather than mapped or ported.

Dual API Rate Limit Constraints

Freshservice enforces rate limits of 100–500 requests per minute depending on plan tier, while Gladly defaults to 10 API calls per second, requiring the migration pipeline to manage throttling and backoff logic against two independent rate limit regimes simultaneously.

MIGRATION RISK ASSESSMENT

Every migration risk, already solved

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

High complexity

Tickets (Incidents / Service Requests)

Each Freshservice ticket must be individually extracted with its conversation thread and remapped as Conversation Items under the correct Gladly Customer profile, with internal notes requiring a separate import decision, making this the most complex and volume-intensive entity in the migration.

Solved
Conversation Replies and Internal Notes

Conversation threads must be extracted via a separate per-ticket API call and flattened into sequential Conversation Items, and the decision to include or exclude internal notes — which become agent-visible-only items in Gladly — must be made before extraction begins to avoid re-processing.

Solved
Assets, CMDB, Problems, Changes, Releases

These ITSM entities have no equivalent in Gladly and are entirely out of migration scope; failing to identify and exclude them before extraction begins will waste pipeline capacity and risk importing irrelevant ITSM data onto customer timelines.

Solved
Attachments and Media Files

Gladly's historical import explicitly does not support attachments, images, or call recordings, meaning all binary assets associated with Freshservice ticket conversations are non-migratable and must be archived externally with reference links if long-term access is required.

Solved

Custom engineering

Requesters / Customers

Requesters map 1:1 to Gladly Customers by email address, but deduplication must be handled carefully since multiple Freshservice requester records representing the same person will create duplicate Gladly Customer profiles if not resolved before import.

Handled
Custom Fields / Custom Attributes

Freshservice supports a broader range of custom field types than Gladly's Custom Attributes, requiring a selective field mapping exercise to identify which fields have valid Gladly equivalents and which must be dropped or concatenated into a notes field.

Handled
Knowledge Base Articles / Answers

Gladly's channel-aware Answer format means a single Freshservice knowledge base article may need to be split into multiple Answer variants (email, messaging, public, internal), significantly increasing the volume of content objects and requiring editorial review rather than a direct import.

Handled
Tags / Topics

Freshservice tags used for operational routing or ITSM categorization have no value in Gladly and must be filtered to retain only customer-intent-relevant tags, which then map selectively to Gladly Topics.

Handled

Clean transfer

Agents

Agents can be created or matched manually in Gladly before migration begins and represent a relatively small, finite dataset with straightforward name and email mapping.

Clean
Groups / Teams

Freshservice Groups map to Gladly Teams or Inboxes but must be manually configured in Gladly prior to migration, as there is no API-driven bulk import path for team structure.

Clean

What Our Customers Say

Real migration stories

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.”

Direct Review

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

See all customer stories →

CUSTOM MIGRATION

Fully customizable engineer-led migration

Tailor your migration from Freshservice to Gladly 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 Freshservice to Gladly 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 Gladly, 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 Freshservice to Gladly 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 Freshservice and Gladly 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 Freshservice data and Gladly
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 30 days of engineer-assigned support post go-live.

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

No two teams configure Freshservice or Gladly 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 Freshservice to Gladly. Can't find what you're looking for? Talk to our team.

Can I migrate Freshservice assets and CMDB data to Gladly?

No. Gladly has no asset management, CMDB, or configuration item tracking. These entities must be archived separately (e.g., a data warehouse like Snowflake or Redshift) or kept in Freshservice. Only customer-facing ticket data — requesters, conversations, tags — can be migrated to Gladly.

Does Gladly support importing attachments from Freshservice?

No. Gladly's historical import is text-only and does not support attachments, images, recordings, or metrics. Archive attachments externally (e.g., S3 bucket) and include reference links in the migrated conversation items using Gladly's link.url and link.title fields.

How long does a Freshservice to Gladly migration take?

A small instance (under 5,000 tickets) takes about 1 week including configuration. A mid-size instance (5,000–50,000 tickets) takes 2–3 weeks. Large instances (50,000+) can take 4–6 weeks. Extraction speed depends on your Freshservice plan's API rate limit.

Is migrated Freshservice data searchable in Gladly?

No. Historical imports into Gladly are reference-only on the customer profile. They are not searchable, not reportable, and cannot be routed. Agents can view the data on the customer timeline for context, but it does not appear in Gladly analytics or reporting.

How do I handle multi-workspace Freshservice extraction?

Pass workspace_id deliberately in your API calls. If you omit it, Freshservice returns only the primary workspace. Setting workspace_id=0 gives cross-workspace results but only with global fields. Plan your extraction per workspace to get complete custom field data.

How long does the Freshservice to Gladly 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 Freshservice 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 Freshservice to Gladly?

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 Freshservice→Gladly migration.

Contact our team

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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 Freshservice to Gladly with precision & ease

Why teams migrate from Freshservice to Gladly