Within Teamwork Desk, you can import tickets from your Freshdesk account.

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

Step 1: Download the file

  1. Log in to your Freshdesk account.
  2. Click the settings cog in the main navigation menu.
  3. Scroll to Account Settings.
  4. Select Account.

     
  5. Scroll to Export Data.
  6. Click Export Now.


An email is generated and sent to your associated email with a link to download the file.



Step 2: Import the file

  1. Log in to your Teamwork Desk account.
  2. Click your profile icon in Teamwork Desk's main navigation menu.
  3. Select Settings.


     
  4. Switch to the General tab.
  5. Select Import Data from the left panel.
  6. Scroll to the Freshdesk panel.
  7. Click Import now.
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  8. Fill out the required details:
    1. Export file: Select the zip file downloaded from your Freshdesk export email following the steps above.
    2. Fallback inbox: Teamwork Desk will try to figure out which inbox a ticket should belong to based on where it came from in Freshdesk. If that fails, it will be added to the inbox you choose here.


  9. Click Import files.

You are redirected to the Import History area once the import is initiated. Each import is given an ID and is listed in the import history view, along with the following details:

  • Type: The import origin (aka application/platform).
  • Status: Pending > Started > Completed or Failed.
    📝 Failed imports include a retry button on the import's right.
  • Message:
    • Skipped: Tickets already imported from the Freshdesk account.
    • Imported: Tickets imported this time.
    • Failed: Tickets that could not be imported.

Imported tickets

  • Tickets: Any tickets imported from Freshdesk will have a status of Closed.
  • Tags will be imported with tickets.
  • Customers: If a customer on an imported ticket matches an existing Teamwork Desk customer (by email address), it is associated with them, If no existing customer is found in Teamwork Desk, they are created.
  • Agents: If the agent on an imported ticket matches an existing Teamwork Desk agent (by email address), it is assigned to them. If no existing agent can be matched, a new agent is created with an Invited status. You won't be charged for adding them to your subscription until you choose to invite them manually.
    📝 Agents and customers will only be imported if they are associated with the imported tickets (i.e. assigned agent or customer submitting a ticket). Otherwise, they can be imported via a CSV file.
  • Priority: 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 import file remain active for 24 hours. If you wait over 24 hours to upload your file, the attachments will not be imported and you will need to create a new export file.

Multiple imports

 If you run another import, tickets are affected as follows:

  • Tickets from the first import, including any that have been edited or deleted (individually) are not re-imported.
  • If you delete an inbox, tickets that were in that inbox are re-imported.

Search

You can search for tickets you imported from Freshdesk based on the ticket's original Freshdesk ID

Ex. A Freshdesk ticket ID was 123456. Once imported to Teamwork Desk, you can search by that original ID (123456) in Teamwork Desk search to locate the ticket.


For more information, see: Importing Tickets from Zendesk