Tickets, conversations, notes, contacts, companies, agents and articles come across. Attachments are linked from the original conversation. Automations and SLA policies are recreated by hand because the logic differs.

Will ticket numbers change?

Imported tickets get TB- references and keep the original Freshdesk ID on the thread for reference.

Do you help with larger migrations?

Yes. For large or complex accounts we will plan the move with you and check the result.

Switch

Switch from Freshdesk to Threadbox

Moving helpdesks usually means a CSV export, a spreadsheet of field mappings and a weekend of lost history. Threadbox connects to Freshdesk with your API key and imports everything that matters: tickets with their full conversation, contacts, companies, agents and solution articles.

The import runs in the background and is resumable, so a large account can take a few hours without anyone waiting on it. Your team can start working in Threadbox straight away and switch mailboxes over when you are ready.

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UK GDPR ready
Encrypted at rest and in transit
Companies House 00838986

Last updated 25 September 2026

What comes across

Tickets with every reply and private note
Status, priority, type, tags and custom fields
Contacts with names, emails, phones and custom fields
Companies with domains and notes
Agents, invited to your workspace
Solution articles as Help Hub guides

Migration steps

1
Create a Threadbox workspace and open Settings, then Import
2
Enter your Freshdesk domain and an admin API key
3
Choose what to import and start; progress is shown live
4
Recreate SLA policies as response targets and automations as rules
5
Forward your support mailbox to Threadbox or connect it over IMAP
6
Point your Help Hub domain and switch the widget on

Full comparison with Freshdesk

Same features, new names

Freshdesk terms and their Threadbox equivalents
In Freshdesk	In Threadbox
Tickets	Threads
Canned responses	Saved replies
Scenario automations	Playbooks
Automations	Rules
SLA policies	Response targets
Groups	Teams
Collaborators	Contributors
Collision detection	Live presence
Customer portal	Help Hub
Solution articles	Guides
Freddy Copilot	Sidekick
Arcade	Streaks
Field service	Field jobs
Marketplace apps	Apps

What changes for your team

Agents will recognise almost everything. Threads have statuses, priorities, types, custom fields and tags. Saved replies support placeholders. Playbooks apply several actions at once. Response targets work against business hours and holidays.

The biggest change is the front door: an AI agent now answers first on every channel and hands over to Threads with a summary when it needs a person.

What changes for your customers

Very little, unless you want it to. Email replies still come from your address with threading intact. The Help Hub can live on the same domain as your old portal. Customers get faster answers because the AI agent resolves routine questions on its own.

Try it on your own website

Paste your URL. We crawl it and hand you a working agent in minutes. Free plan, no card.

Running both side by side

You do not have to switch in one go. Import history, then move one mailbox, brand or team at a time. The importer can be re-run to pick up tickets created since the first import.

FAQ

Frequently asked questions

It depends on volume and Freshdesk's API rate limits. Tens of thousands of tickets usually complete in a few hours, running in the background.

Keep exploring

Bring your Freshdesk history with you

Start free, connect your Freshdesk account and watch the import run.

Start your import Book a demo

UK/EU hosted
UK GDPR ready
Encrypted at rest and in transit
Companies House 00838986