Migrate from Freshservice to Happyfox with precision & ease

Will our approval history and approval comments come across from Freshservice to HappyFox?

Yes. Approvals and their comments are migrated with the tickets they belong to, so each request keeps its approval history in HappyFox.

Do I need professional help for this migration?

Yes. Professional help ensures 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.

Do you use an off-the-shelf tool to migrate from Freshservice to Happyfox, or is this built for our data?

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 Happyfox before the full migration is committed.

Can we see a sample of our Freshservice data migrated to Happyfox before the full migration runs?

Yes. We run a sample migration on your own data first, so you can review how your records look in Happyfox 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.

How many sample migrations do we get, and can we choose which Freshservice tickets go into them?

You can run the sample as many times as you need, until you are satisfied with how the data looks in Happyfox. By default it uses your most recent tickets, and you can name specific tickets to include instead, such as ones with long or complex threads you want to check.

Do we need to keep our Freshservice account active during the migration?

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 Freshservice 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.

Will the sample tickets be removed from Happyfox before the full migration runs?

Yes, if you want them removed. Before the full run, we delete the tickets the sample migration created in Happyfox, so the full migration does not duplicate them.

Do we need to connect our support email to Happyfox before the migration from Freshservice starts?

No. Your support email doesn't need to be connected for the historical tickets to migrate. It matters for go-live, and so does its timing: once Happyfox is receiving email directly, a sync run after that point can pull in the same tickets a second time, so we line the final delta sync up with your email switchover. Some items, such as rules that depend on your email channel, may need it connected before they can be migrated.

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 Happyfox. Where Happyfox 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 Happyfox, review sample records from it and propose how it can be represented, based on what Happyfox 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.

Do you migrate our Freshservice workflows, triggers and automations to Happyfox, or just the tickets?

They can be part of the migration. We recreate your existing Freshservice triggers and automations in Happyfox using its own conditions and actions, and agree the exact list of rules with you during scoping. Designing new workflows beyond the ones you have today is separate, and is best done by your team or your implementation partner.

What happens to Freshservice tickets assigned to agents who have left the team or don't have an account in Happyfox?

They still come across. Before the migration runs, you decide where they go: to a fallback owner you choose, or left unassigned where Happyfox allows it. Either way, each ticket can get a tag with the original agent's name, for example Assigned_to_Jane, so your team can still see and filter who handled it and reassign them later.

Can we merge several Freshservice accounts into one Happyfox account and still tell which account each ticket came from?

Yes. Tickets from several Freshservice accounts can be consolidated into one Happyfox account, and each ticket is tagged with the account it came from so your team can filter by origin. A shared migration tag can also go on every imported ticket, which keeps historical records separate from new work.

Do our Freshservice dropdown ticket fields come across to Happyfox with all their options?

Yes. Each dropdown field that is migrated as it is comes across with all of its options, including nested sub-options, so the value on each migrated ticket has a matching option in Happyfox. If you choose to combine or restructure fields, map them onto fields that already exist in Happyfox, or a field holds more than one value per ticket, we agree with you during scoping how those values are mapped.

Do our Freshservice ticket attachments come across to Happyfox?

Yes. Attachments are migrated along with the ticket conversations they belong to, not just the text. We can also carry over reference fields such as the original ticket number and a link back to Freshservice, so your team can cross-check any record. You can review attachments and dates in the sample migration before the full run.

Our Freshservice setup has custom ticket statuses that Happyfox doesn't have. How do they get mapped?

We map every Freshservice status to a status in Happyfox and send you a proposed mapping for the ones that need a decision. You confirm or correct it before the full migration, and the sample migration shows exactly how your tickets' statuses land.

Which of our Freshservice ticket tags carry over to Happyfox, and can migrated tickets be marked so we can tell them apart?

The tags on the tickets being migrated. Tags come across as part of each migrated ticket, so a tag that isn't on any migrated ticket isn't created in Happyfox, and you can also limit the migration to a list of tags you choose in the migration checklist. Each migration is a custom script, so we can also stamp every imported ticket with a tag such as "migrated", or, where Happyfox has custom ticket fields, a field value you choose, so they are easy to filter, and if you ask for a change after reviewing migrated tickets, we re-sync those tickets with the update. The sample migration shows exactly how your tags appear before the full run.

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 Happyfox will send messages about the migrated data: we import with notifications switched off wherever Happyfox 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 we migrate only our Freshservice contacts who have tickets, not our whole contact list?

Yes. We pull your tickets first, collect the distinct requesters from them, and migrate only those contact records. Contacts with no ticket history are not added to Happyfox.

Can you migrate data that Happyfox can't take in through an API?

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

If we don't recreate all our Freshservice custom fields in Happyfox, will that data still be kept on our old tickets?

Yes. We can write custom field values onto each migrated ticket as an internal note, laid out as readable field-and-value pairs. Your team can still see that information on every historical ticket, and only the fields you plan to keep using need to be recreated.

Will full Freshservice ticket conversations come across, or only notes on each ticket?

We migrate the full conversation on each ticket, not a summary saved as notes. Where Freshservice's API doesn't expose part of the history, our engineers retrieve it from Freshservice directly and work out a route to load it into Happyfox. You check the result in a sample migration before the full run begins.

What happens if Happyfox requires fields our Freshservice 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 Happyfox 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.

What happens if some Freshservice tickets fail to migrate?

Every ticket that errors is logged. We review it, fix the cause and re-sync it, then validate the result before cutover. When the migration is complete you receive a list of every migrated ticket, so you can check it against Freshservice.

What happens to Freshservice comments written by agents who have since left the company?

Their comments migrate with the rest of the ticket history. If the original author does not have an account in Happyfox, we can add a line at the start of the comment naming who wrote it, so it stays attributable.

Do internal notes and system-generated notes from Freshservice migrate to Happyfox, or only customer-facing replies?

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

Can you assign migrated tickets to Happyfox groups based on the email address they were sent to?

Yes, where Freshservice's API shows which address each ticket was sent to and Happyfox's API lets us set each ticket's group. Routing rules like "every ticket sent to this address goes to that group" are written into the migration script, so tickets arrive in Happyfox already in the right groups. You confirm the rules with us up front and check the result on the sample migration before the full run.

Can you map our Freshservice ticket categories or field values to different ones in Happyfox?

Yes. You give us the mapping, including what blank values should become, and we apply it in the migration script so every ticket arrives in Happyfox with the new values. You check the mapping on the sample migration before the full run.

Can we keep spam and sales emails out of Happyfox?

Yes. We agree filtering rules with you up front so spam and sales emails are excluded rather than imported. Afterwards you receive a list of every ticket we pulled from Freshservice, with excluded tickets marked as skipped.

Will emojis and special characters in our Freshservice tickets come through correctly in Happyfox?

Yes, as long as Happyfox can store them. Our scripts carry emojis and special characters across intact, and we can clean out stray encoding characters left behind in older tickets before anything is written to Happyfox. You can check the result in the sample migration before the full run.

Can you migrate hundreds of thousands of Freshservice tickets and contacts to Happyfox?

Yes. Every migration is a custom script built for your project, so volume is something we plan for, not a limit on what can move. At large volumes, run time is set mainly by how fast Freshservice's and Happyfox's APIs accept requests, and we plan the full run around that. Before the full run, we test the mapping and throughput with a sample migration.

We use a lot of custom fields in Freshservice. Can you map them to Happyfox?

Where Happyfox 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 Happyfox's model rather than forced through an import template. Where field types differ, such as a value stored as text in Freshservice that Happyfox 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.

What happens to Freshservice dropdown values that don't exist in HappyFox?

Dropdown values that match an option in HappyFox are mapped to that option. Where a source value has no matching option, we add it to the ticket as a private note, so the original value stays visible to your agents and nothing from that field is lost.

Can you combine data from Freshservice and other support tools into one Happyfox account?

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

Can you fix Freshservice tickets that are linked to the wrong company during the migration?

Yes, where Happyfox lets a company be set on each ticket. Each migration runs as custom scripts against the source and destination APIs, so we can set the correct company on each ticket as it is written to Happyfox. We agree the assignment rules with you first. The corrected links show up in the sample migration, so you can check them before the full run.

Will our Freshservice ticket formatting, including HTML content, carry over to Happyfox?

Yes. The migration script converts ticket content, including HTML, into the format Happyfox expects, and our verification checks compare migrated tickets with the originals, including how the HTML renders. The sample migration lets you compare migrated tickets side by side with the originals before the full run, and if anything renders differently, such as HTML appearing as raw text, we adjust the script and re-run the samples until you sign off.

Our Freshservice account already holds tickets imported from an earlier migration. Will that cause problems when we migrate to Happyfox?

It can make the number of tickets we pull differ from the count Freshservice shows, so tell us about the earlier import during scoping. We compare those two numbers before the full run, so if earlier-imported history makes them differ, we find out why first. When the migration is complete, the reconciliation report accounts for every ticket.

Are deleted Freshservice tickets included in the migration?

Only if you want them. You decide during scoping whether deleted and spam tickets are included, and we apply that choice to every run, including the final delta sync. Some platforms keep deleted tickets as scrubbed records with no remaining content; we flag any we find and migrate them only if you ask.

Will Freshservice tickets that have no customer email address, or whose contact can't be found, still be migrated to Happyfox?

Yes, if you want them. We look the contact up again before leaving any ticket behind: when a ticket can't be linked to its contact on the first pass, we run a second lookup, also checking elsewhere in the ticket's data, and attach the requester before the ticket is migrated. Some help desks need an email address or telephone number to create the customer a ticket belongs to, so we flag every ticket whose requester still has neither, including where Freshservice's privacy settings hide the email from its API, and send you the list. You can then give us the right email for each requester, or have the tickets migrated with placeholder email addresses, and we migrate them that way.

If our Freshservice spam tickets are migrated to Happyfox, will they still be marked as spam?

Yes, they can be. If you choose to include spam tickets, we mark them, for example with a spam tag, alongside a migration tag if you use one, so they stay easy to find and filter in Happyfox, and we include some in the sample so you can check them. If you'd rather leave spam behind, we agree a filter during scoping and it isn't imported.

If we collect customer satisfaction (CSAT) ratings in Freshservice, can you migrate them to Happyfox?

Yes, where Happyfox can store them. Where it accepts satisfaction ratings, we migrate them with their tickets, which can need an extra permission on the new account's connection. Where it has no native place for historical ratings, we bring the scores across another way, such as a custom field or a tag on each ticket, agreed with you during scoping.

Can the activity history on each Freshservice ticket, such as status changes and assignments, be migrated to Happyfox?

Usually not as a native timeline. Event history such as status changes and assignment timestamps stays with your Freshservice account and generally isn't something a help desk accepts on import, so it is left out of the migration. Each ticket still arrives with its full conversation, status and assignee, and with its original timestamps where Happyfox accepts them, and parts of the history that matter to you can be kept another way, such as a tag with the ticket's original status or an internal note.

Can you migrate Freshservice tickets that belong to private or restricted categories?

Yes, once the migration's connection can reach them. If a category or group is private or restricted in Freshservice or Happyfox, the account we connect with may not be able to read or create tickets in it, so we flag every ticket this affects. You can then lift the restriction or give the connection the access it needs, such as an admin-level account, and we migrate the remaining tickets, or tell us to leave them out.

If we have Facebook and Instagram comments in Freshservice, will they keep the right author and show where they came from in Happyfox?

Yes, as far as Freshservice records it. Each message is attributed to the author Freshservice's API reports, and messages from your team show under the right agent as long as that agent's account exists in Happyfox 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.

Can you also migrate email threads from our email account, such as Gmail, that never became tickets in Freshservice?

Yes. Once your email account, such as Gmail, is connected, we can pull selected email threads directly from it, for example for a date range you choose, and migrate them into Happyfox as tickets. We share the list of threads with you to confirm before anything moves. Because they were never tickets, some details can look different from tickets migrated from Freshservice.

Will Freshservice tickets that have no messages or comments still be migrated to Happyfox?

Yes, if you want them. Some help desks can't create a ticket without at least one message, so we flag every ticket that has none and send you the list rather than skipping them silently. We first check whether the content is stored elsewhere in Freshservice, such as a ticket description we can use as the first message. Otherwise we can migrate the ticket with a placeholder message, or leave it out if you prefer.

Do you download attachments for every Freshservice ticket, or only for the tickets being migrated?

It depends on the source platform. For some sources, our scripts fetch attachments at the time each ticket is migrated rather than during the initial data pull, so files are downloaded only for the tickets in scope. For others, attachments are pulled along with the initial data. Either way, only the tickets you choose are migrated.

Will a customer in Freshservice with several email addresses or telephone numbers end up as duplicate contacts in Happyfox?

Not if we agree the merges with you first. We identify records that share an email address or telephone number and propose merges in the migration checklist, where you confirm each one and choose which address stays primary. Each merged set becomes one contact holding all of that customer's tickets and, where Happyfox allows it, all of their email addresses. We don't merge on a guess, so records you don't confirm stay as they are.

Will our customers be able to see their migrated conversations in Happyfox, for example in a customer portal?

It depends on Happyfox. Migrated tickets are attached to each customer's contact record like any other ticket, so where Happyfox has a portal that shows customers their own tickets, the migrated ones can appear there, while internal notes stay private to your agents. Some portals only show tickets or replies set up in a particular way, so we confirm during scoping how imported tickets show to customers in Happyfox and check it in the sample migration.

Can our agents reply to customers from migrated Freshservice tickets in Happyfox?

Yes, where Happyfox treats migrated tickets as regular tickets and your support email is connected to it. An agent's reply from a migrated ticket then goes out to the customer, and the customer's next reply continues on that same ticket. Some help desks keep imported tickets read-only, so we confirm this for Happyfox and test it on your account before your team relies on it.

Will the information that integrations show in our Freshservice tickets be migrated to Happyfox?

Not if that information lives in the integration rather than in Freshservice. Widgets and similar panels are often drawn live by the integration, and where Freshservice doesn't store that data or return it through its API, it can't be migrated with the tickets. The tickets and their conversations migrate as normal, and your team reconnects each integration to Happyfox after cutover.

How long does the Freshservice to Happyfox migration take?

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.

Will there be downtime when migrating from Freshservice to Happyfox?

No. Our migration process is designed for zero downtime. Freshservice 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.

Can we choose which Freshservice tickets move to Happyfox first, such as active tickets before the backlog?

Yes, either way round. With a hard go-live date, we can migrate open and active tickets first, so your team can work in Happyfox from go-live day; a delta migration on that date brings across every ticket created or updated since the first pass, and the historical backlog then keeps migrating in the background. Or closed tickets can move first while your team keeps working open tickets in Freshservice, with open tickets moving in a separate delta run close to switchover, so active conversations are the last data to transfer.

If we go live on Happyfox before the migration finishes, can you bring over tickets that come in afterwards?

Yes. A follow-up delta migration brings over tickets that reached Freshservice after your team switched. Because your team is already working in Happyfox by then, we agree with you how rules in Happyfox that would otherwise fire on imported tickets are kept from firing, for example by pausing them for the run, and let you know when the run is complete so you can turn any paused rules back on. Some duplicates are possible because your team is already live, and we tell you about that before the run.

What happens to tickets that are still open in Freshservice on the day we switch to Happyfox?

Tickets that are open at the final cutover come across as open tickets, so your team picks them up and keeps working without a gap. Closed tickets come across as history, and if you want that history kept apart from live work, they can be kept in a separate archive group where Happyfox's API lets us set a ticket's group.

Our team has already started working in Happyfox. Can we still migrate our Freshservice history?

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 Happyfox is left as it is. That go-live moment separates the two systems' records, so we confirm it with you before anything runs.

Can we leave Freshservice attachments out of the migration to finish it faster?

Yes. Attachments are transferred file by file, so excluding them from historical tickets, or from tickets older than a cutoff date you choose, shortens the run considerably. Before you decide, we give you a revised completion estimate for each option so you can weigh the time saved against what you keep.

What is a delta sync, and when does it run before we switch to Happyfox?

Moving tickets through the platforms' APIs takes time, so we migrate the bulk of your history, mainly closed tickets, well before your switchover date. A delta sync then brings across everything created or updated in Freshservice since the previous pass of the migration. The final delta sync runs at your switchover time, so Happyfox is current on the day your team starts using it: you share your switchover date, time and time zone, giving us about a week's notice, and we schedule it around that. Timing it to the cutover matters, because a sync run after your team is already working in Happyfox can create duplicate records.

How long does it take to export a very large ticket history from Freshservice?

Extraction time depends on volume: a history of more than half a million tickets can take several days to pull. Your Freshservice account needs to stay active until extraction is finished, so we confirm its end date with you at the start and plan the schedule around it.

Can we run more than one delta migration to Happyfox, moving only tickets that changed since the last round?

Yes, when your cutover plan needs more than one. Each round picks up only the tickets created or changed since the previous round and is checked against what earlier rounds already migrated, so no ticket is created twice. Your agents keep working in Freshservice until you switch over.

How do you avoid duplicate tickets when we switch our support email and other channels from Freshservice to Happyfox?

We agree one cutoff time with you and line up the switchover of your email and of each other channel with it. Everything received in Freshservice up to that moment is migrated, and everything after it arrives directly in Happyfox. While a channel is connected to both, new messages land in both, so Happyfox creates its own copy of a conversation that the migration also brings across. Freshservice and Happyfox can stay live side by side after go-live, as long as each one is connected to its own support email addresses so incoming mail lands in only one place. Once your support email is connected to Happyfox and tickets are arriving there directly, a delta sync run after that point can pull in the same tickets a second time, so we time the final sync around your email cutover and flag it if a sync you ask for falls after your switchover point. If a conversation was captured both ways, the two tickets sit on the same customer and, where Happyfox supports merging tickets, can be merged. The final list of migrated tickets with their new Happyfox IDs lets you check the boundary and spot any ticket that came in around the switch.

Can we change fields or settings in Freshservice or Happyfox while the migration is running, and is there anything we should switch off?

Mostly yes, and your team can keep working as normal, but leave the fields being migrated as they are, in Freshservice and Happyfox, 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 Happyfox 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 Happyfox 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.

If a customer replies to an old Freshservice ticket after we switch to Happyfox, will the reply join the migrated ticket or start a new one?

It depends on who replies first. If the customer replies to an email sent from Freshservice, many help desks open a new ticket on the same customer rather than adding the reply to the migrated one, for example where replies are threaded by the original email's message ID, which migrated messages don't keep. Where Happyfox supports merging tickets, your team can then merge the two. If an agent replies from the migrated ticket first and Happyfox allows replies from migrated tickets, the customer's next reply continues on that ticket.

Can we whitelist a single IP instead of opening our network to your migration tool?

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.

Is migration pricing a flat fee, or does it scale with data volume?

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.

How do I validate that everything migrated correctly?

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.

What support do you provide after the migration goes live?

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.

Will we get a migration report and a mapping sheet linking old record IDs to new ones?

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

After migration, do I contact ClonePartner or the platform's own support if something looks wrong?

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.

Can our customers be told that their open Freshservice tickets have moved to Happyfox?

Yes, if you want them to be. Once the migrated tickets have been checked, we can send each requester of an open ticket a notification through Happyfox's API where it supports this, with wording you approve. If you'd rather not tell customers, no message is sent.

Can we keep an offline archive of our old Freshservice data?

Yes. The archive is delivered to you as a set of local files: folders holding the ticket data and attachments, plus an HTML file that reads from those folders so you can browse tickets in a web browser. Nothing is hosted on our servers and there is no software to install, so you can store it wherever suits you, such as Google Drive or Box.

Can you keep our CRM updated with support activity after we move from Freshservice to Happyfox?

Yes, where Happyfox's API makes that activity available. We build an ongoing sync on Happyfox'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.

What if we later want Freshservice tickets we chose to leave out of the migration?

Tell us which tickets you want added, for example by status, and we migrate them in a follow-up run. We can also share a list of every excluded ticket so you can review exactly what was left out. After the follow-up, you get a list matching each original ticket to its new ticket ID and URL, so your team can find it straight away.

Why don't our ticket counts or open ticket numbers match between Freshservice and Happyfox after the migration?

Usually because the two numbers aren't counting the same tickets. A count in Happyfox can include tickets created there directly as well as migrated ones, and rules in Happyfox can close migrated tickets automatically. Open tickets also keep changing until the final delta sync, which brings their latest status across. We check the counts against the migrated tickets and the list of every ticket we migrated, and if a gap remains, we investigate specific examples with you.

Will migrated historical tickets skew our help desk reports, such as resolution time?

Yes, they can, so it's worth planning for. Some timing data, such as when a ticket was assigned, closed or changed status, stays with your old account because the platform's API doesn't provide it, so reports that measure resolution or closed tickets can count old tickets as resolved on the day they were migrated. How fully each platform's reports and analytics count imported historical tickets also varies, so confirm it with Happyfox before you rely on those reports for past periods. If you want, every migrated ticket can carry a migration tag, so you can keep it apart from new work in views and, where your reports can filter by tag, in reports. We also recommend exporting your historical reports from the old platform before you close it.

Will all of our historical Freshservice tickets stay searchable in Happyfox after the migration?

Yes. Historical tickets are migrated as regular tickets with their messages, customers and statuses, so your team can search them in Happyfox like any other ticket. If you want, each one can also carry a migration tag, so history can be filtered apart from new work, and the original ticket ID is kept in a field and in the ID-mapping file, so any old ticket number can be looked up.

Can you tag tickets that changed in Freshservice after the first migration run, so our team can review them in Happyfox?

Yes. When a follow-up sync adds new comments to tickets that were already migrated, we can put a tag of your choice on those tickets, for example only the ones that are still open, so your team can filter for them and review them. Because each sync runs as a custom script, we can also leave each ticket's current status, assignee and other details unchanged while the new comments are added. We confirm the rule with you first, such as whether "open" means the status in Freshservice or in Happyfox.

Can a ticket migrated from Freshservice be reopened later in Happyfox if a customer or agent needs it?

It depends on Happyfox and on the status the ticket arrives with. You choose the status migrated tickets come in with, such as closed for old history, and if you later want tickets set differently we can update them in bulk. Whether an agent can reopen a ticket that arrived closed, or move it from an archive area back into a live one, depends on how Happyfox handles closed tickets, so we check that with you during scoping and can test it on a sample ticket before go-live.