Within Teamwork Desk, you can import tickets
from your Freshdesk account.
To import tickets, you must first download
your tickets from Freshdesk to a file, which
you can then upload to Teamwork Desk.
Downloading the file
In your Freshdesk account, click the admin
settings cog in the left menu pane. In the
admin area, scroll to the Account
Settings section and select Account.
In the account settings area, you will see an
export data option in the right pane.
This will generate an email with a link for
you to download the file.
In your Desk account, click
your profile icon to the top right of
the navigation bar and
select Settings.
In the Settings area, go to
the General tab and
select Import
Data from the left
pane.
In
the Import area, you will see an
option for Freshdesk.
To start the process, click Import
Now. You will need to add:
- Fallback inbox - Desk will try to
figure out which inbox a ticket
belongs to based on where it came from
in Freshdesk. If that fails, it will
be added to the inbox selected.
- Export file - select the zip file
downloaded from your Freshbooks export
email following the steps above.
Once you have added these details, click
the Import Files button
to begin.
You will be redirected to the Import
History area within the left pane once you
have initiated the import.
Each time you import tickets, the import
is given an ID and you will see it listed
in this page.
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 will see an error
with a retry button.
About your imported tickets in Desk
Any tickets imported from Freshdesk will have
a status of Closed.
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