Moving from Freshdesk to Threadbox: guide

Switching helpdesks used to mean exporting CSVs on a Friday evening, losing inline conversation history and spending Monday morning fixing broken email forwarding. Threadbox includes a native, resumable Freshdesk importer that brings your history across in the background while your team keeps working.

Here is the exact checklist for moving from Freshdesk to Threads and training your AI agent on your imported solution articles in a single afternoon.

What the Freshdesk importer brings across

• Tickets and conversations: Every ticket becomes a Threadbox thread with a TB- reference, preserving the original Freshdesk ID, public replies, private notes, status, priority, tags and custom fields.
• Contacts and companies: Customer names, email addresses, phone numbers, company domains and notes are mapped automatically.
• Agents: Team members are matched or invited to your workspace with appropriate roles (and occasional collaborators can use free Contributor or Viewer seats).
• Solution articles: Categories, folders and published Freshdesk solution articles are imported straight into your Help Hub and indexed for your AI agent.

Step-by-step migration plan

1. Start the background import: In Threadbox Settings → Import, choose Freshdesk, enter your Freshdesk subdomain and an admin API key, and select the resources to import. The job respects Freshdesk's API rate limits and can be paused or re-run at any time to pick up delta tickets.
2. Map SLA policies to Response Targets: In Settings → Response Targets, set your first-response and resolution targets per priority tied to your team's UK business hours and bank holidays.
3. Recreate key Automations as Rules: Freshdesk ticket-creation and time-triggered automations map to Threadbox Rules (running on create, on update and hourly). Canned responses and Scenario Automations become Saved Replies and Playbooks.
4. Train and test the AI agent: Your imported Help Hub guides automatically feed your AI agent and Sidekick. Add one live-data action or regex webhook and test real customer questions in the Playground.
5. Cut over your mailbox and portal domain: Forward your support@ address (or connect via IMAP) and point your help centre CNAME at your Threadbox Help Hub.

Comparing the terminology and costs

We have a full Freshdesk to Threadbox switching guide with a side-by-side terminology table (Tickets → Threads, Groups → Teams, Collaborators → Contributors, Freddy Copilot → Sidekick), plus our Threadbox vs Freshdesk comparison and Freshdesk alternatives page.