Migrating from Freshdesk

The Freshdesk Migrator app moves your contacts and tickets into SparrowDesk by connecting your Freshdesk account and mapping fields between the two platforms.

Connect Your Freshdesk Account

1. Log in to Freshdesk and click your profile icon.
2. Select Profile Settings.
3. Click View API Key and copy the key shown.

4. In SparrowDesk, go to Settings > App Store.
5. Find Freshdesk Migrator and click Connect.

6. Paste your API key into the API Key field.
7. Copy your Freshdesk subdomain from your helpdesk URL- it's everything before freshdesk.com and paste it into the Subdomain field.
8. Click Save.

Your Freshdesk account is now connected.

Choose What to Migrate

Under the Setup tab, pick what you want to bring over:

• Contacts
• Tickets
• Full Migration

Click Start next to your choice.

Note: SparrowDesk does not migrate custom fields, members, permissions, or roles automatically. Set these up manually in SparrowDesk before you map your fields.

Map Your Fields

Freshdesk fields appear on the left, SparrowDesk fields on the right. For each Freshdesk field, choose the SparrowDesk field it should sync to.

• If you're migrating contacts and tickets, you'll see mapping screens for both.
• If you're migrating only one, you'll see mapping for that type alone.
• Map any custom fields you've already created in SparrowDesk too.

Once your mapping is complete, click Configure, give the migration a title you'll recognize later, and click Start Migration.

Track Migration Progress

Migration time depends on how many contacts and tickets you're importing. Open the Setup tab and click the progress icon to check status.

SparrowDesk keeps separate import history for contacts and tickets, even if you run one migration. Click Contacts or Tickets to see:

• Total records imported
• Current progress
• Number of failed imports

Once the import finishes, download the failed-import report to see why specific records didn't import- usually a validation issue or a missing required field. The report is a CSV file.

FAQ

1. Can I migrate custom fields automatically?
   No. Custom fields, members, permissions, and roles need to be created manually in SparrowDesk before you map your Freshdesk fields to them.
2. What happens if some tickets fail to import?
   SparrowDesk shows a failure count next to the import and lets you download a CSV report explaining why each record failed, usually due to a validation issue.
3. Can I migrate contacts and tickets in separate runs?
   Yes. Choose either option under the Setup tab, and SparrowDesk tracks their import history separately even if you migrate both in the same run.
4. Where do I find my Freshdesk subdomain?
   It's the first part of your Freshdesk helpdesk URL, before .freshdesk.com. You can copy it directly from your browser's address bar while logged into Freshdesk.
5. How long does the migration take?
   It depends on how many contacts and tickets you're importing. You can track real-time progress from the Setup tab while it runs.