Within Teamwork Desk you may want to import tickets from an outside source such as Freshdesk.

 To import tickets from Freshdesk to Teamwork Desk, you must first download your tickets from Freshdesk to a file, which you can then upload to Teamwork Desk.

Download the file:

In Freshdesk, go to Account Settings > Account > Export Data > Export Now :





This will generate an email with a link for you to download the file:


Teamwork Desk import:

click on the your profile icon to the top right of the navigation bar and select 'Settings:




Near the top of the page select the 'Company' area of settings:

From the left pane select 'Import Data':



You will then see the option to import via Freshdesk (along with other options):



To start the process, you'll need to add:



When you've added these details, click the 'Start Import' button to begin.

You'll be redirected to the Import History area within the left pane once you've initiated the import.

Each time you import tickets, the import is given an ID and you'll see it listed in this page:



The other details shown here are:

Type: the origin of the import

Status: Pending > Started > Complete or Failed

Message:

  • Skipped: Tickets already imported 
  • Imported: Tickets that have been imported this time
  • Failed: Tickets that we were unable to import.
If the import fails, you'll see an error with a retry button:



About your imported tickets in Desk:

Any tickets imported from Freshdesk will have a status of 'closed'.

If you are on a plan with per-ticket pricing, you will not be charged for imported tickets.

Tags will be imported with tickets.

If a customer on an imported ticket matches an existing customer in Desk (by email address) it will be associated to them, if no existing customer is found in Desk then they will be created.

If the agent on an imported ticket matches an existing agent in Teamwork Desk (by email address), it will be assigned to them. If no existing agent can be matched, a new agent will be added with a status of 'Invited', meaning that you won't be charged for adding them until you choose to invite them manually.

Note: Agents and customers will only be imported if they are part of the imported tickets i.e. assigned agent and customers who sent in a ticket. Otherwise they can be imported through a CSV using the user or customer import features.

Ticket priority will be imported and mapped as:

  • Freshdesk Urgent > Teamwork Desk High (With the tag "Freshdesk Urgent")
  • Freshdesk High > Teamwork Desk High
  • Freshdesk Medium > Teamwork Desk Medium
  • Freshdesk Low > Teamwork Desk Low
Attachments

Any attachments in the file will only last for 24 hours, so if you wait over 24 hours to upload your file, they will not come through and you will need to create a new export file.

Multiple imports

 If you run another import, here's how your tickets are affected:

  • Tickets from the first import, including any that have been edited or deleted (individually) will not be re-imported
  • If you delete an inbox, tickets that were in that inbox will be re-imported
For more information see: Importing tickets from Zendesk