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Trust Center →Switching from Freshservice
Moving off Freshservice without losing your CMDB
Freshservice teams usually have more than a ticket queue to think about: assets, SLA policies, and an approval workflow somebody spent a quarter building. This page says plainly which of that moves and which does not.
Run both. Decide with data.
The risk in switching helpdesks is not the import — it is committing before you know whether the AI actually closes your tickets. So do not commit.
- 1Keep your current helpdesk runningNothing is switched off. Your existing queue, SLAs, and reporting stay exactly as they are.
- 2Point one channel at FlowTuxConnect Slack, or one error tracker, or one inbox — whichever source produces the tickets you most want triaged.
- 3Import your historyWe load your ticket export so Tux AI has your categories, resolutions, and duplicate patterns from day one rather than learning from scratch.
- 4Run both for two weeksCompare the queues side by side on real traffic: what got auto-resolved, what got deduplicated, what still needed a person.
- 5Cut over, or do notIf the numbers do not justify the move, you have lost two weeks of parallel running and no data. If they do, you switch with evidence rather than a leap.
What carries over
- Tickets with conversation history, requester, agent, and resolution notes
- Status, priority, urgency, and impact values
- Requester and agent records, with group membership
- Categories, subcategories, and custom field values
- Asset records, imported as ticket context rather than as a full CMDB replacement
What does not
- Workflow Automator rules — FlowTux does triage with AI rather than a rule builder, so these are replaced, not ported
- Freshservice SLA policy objects. You restate the targets in FlowTux; the history stays in Freshservice
- Multi-stage approval chains and the change-management module
- Solution-article content, which is exported and reloaded into the FlowTux knowledge base separately
Getting your data out of Freshservice
Freshservice Admin → Account → Data Export produces a CSV of tickets, requesters, and assets. The Freshservice API is the better path above roughly 20,000 tickets. Either way, send us the export and we map the fields.
How long it takes
Ticket and requester import is usually same-day. If you want asset records carried across as ticket context, add a day for field mapping.
Migration help is included — we do the import and the field mapping with you on a call, at no extra cost and on every plan.
Start with two weeks in parallel
Keep Freshservice running. Point one channel at FlowTux, import your history, and compare the two queues on live traffic before anything is switched off.