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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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
Same features, new names
| 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.
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.
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
- Threadbox vs FreshdeskCompare Threadbox and Freshdesk: ticketing, SLAs, automations, portal, voice, AI agent pricing, seats and UK/EU hosting. An honest side-by-side for support teams.Read more
- The AI-first Freshdesk alternativeThreadbox is a Freshdesk alternative with ticketing, SLAs, rules, a portal and voice, plus an AI agent and agent assist included. One-click Freshdesk import.Read more
- ThreadsThreads turns every conversation into a trackable thread with response targets, rules, skills-based routing, saved replies, time tracking and live presence.Read more
- CompareThreadbox comparedRead more
Bring your Freshdesk history with you
Start free, connect your Freshdesk account and watch the import run.
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