Move from Freshdesk

Copy the tickets of a Freshdesk account into Yuva and send its support address to Yuva. Yuva only reads Freshdesk. The overview is in Move to Yuva.

Before you start

• Find your API key. Sign in to Freshdesk as an admin, click your profile picture at the top right and choose Profile settings. The key is under Your API Key on the right. Freshdesk’s page: Authentication.
• On the Connect step, enter the API key and your subdomain, the acme of acme.freshdesk.com, and press Test connection. Use the key of an admin: an agent’s key is refused, because only admins can read the account’s products and roles.

Freshdesk has no scopes and no read-only key: the key can do whatever the admin can. Yuva’s connection is what keeps it read-only: it sends Freshdesk nothing but read requests, and only to your account’s freshdesk.com address, so no ticket, contact or setting changes.

What is copied

Freshdesk	Yuva
Tickets	Conversations, with all their messages
A ticket’s description	The first message: in, or out for a ticket an agent created by outbound e-mail
Customer replies	Messages in
Agent replies	Messages out
Private notes	Notes, which only your team sees
An agent’s public notes	Notes, which only your team sees
A customer’s public note	A message in
Status: open, and custom statuses	Open
Status: pending	Pending
Status: resolved and closed	Closed
Tags	Labels, as you map them (or none)
Agents	Team members, as you map them; others are kept by name
Responder	The assignee, when the agent is mapped
Requesters	Contacts, with name and phone
Products	Inboxes, one per product as you map them
Tickets without a product	The default inbox, as the folder “No product”
Attachments	Files on the messages

Spam and deleted tickets are never read: Freshdesk leaves them out of its listing and Yuva never asks for them. Tickets take their original times and arrive quietly, so an imported note or reply is never sent to anyone.

What is not copied

Automations, canned responses, satisfaction ratings, custom ticket fields, time entries, companies, groups, roles, solution articles and reports. Yuva copies only what the table above lists.

Attachments

Freshdesk keeps attachments at temporary, signed addresses on another host. Yuva fetches them from there without your API key. When an address has expired, Yuva reads the ticket again once for a fresh one; a file that is still refused, or larger than the server’s attachment limit, stays behind.

Limits

Freshdesk limits requests per minute by plan and counts invalid requests too. Yuva stays at half of the limit Freshdesk reports (50 a minute until it has reported one), asks for the ticket list at most 20 times a minute, and waits as long as Freshdesk asks when it answers 429. A request Freshdesk refuses for any other reason than a missing ticket stops the copy for a while instead of being repeated. A large account therefore takes a while. Freshdesk’s page: Rate limit.

Freshdesk ends a ticket list after 300 pages, which is 30,000 tickets. Yuva starts the next list at the change time of the last ticket it read, so no ticket is read twice or missed.

The cutover

Today your support address reaches Freshdesk, forwarded by the mail provider that hosts it or by a rule there. On the Switch step, copy the channel’s forwarding address and change that forwarding so the support address reaches Yuva instead. Until you do, Yuva reads Freshdesk every two minutes, so no ticket is lost. Replies sent from Yuva go out from the channel’s address.

Then press Send a test message: it works when the message reaches Yuva by the new route. After a quiet period, or when you press Finish now, the migration finishes (how).

After it finishes

Reset your API key: in Freshdesk, Profile settings, then Reset API key. Yuva deletes its copy of the key when the migration ends but cannot reset it in Freshdesk, so resetting it is what ends its access. Keep the forwarding as it is, and keep Freshdesk as an archive if you like.