This article is about migrating data from a Freshservice account to a LiveAgent account. Note that Freshdesk and Freshservice are not the same platforms. If you'd like to migrate data from a Freshdesk account, read this article instead.
Table of content
- Migrating data to LiveAgent from another helpdesk (separate article)
- Retrieving Freshservice API key
- Activating the migration plugin
- Configuring the migration plugin
- Comparison of migrated example tickets
LiveAgent offers seamless migration of your Freshservice data through API without the need of any coding. Everything is handled through our import plugin. If you would need any help with the migration, you are welcome to reach our support at support@liveagent.com.
The Freshservice data migration plugin migrates into LiveAgent the following data:
- Freshservice requesters as LiveAgent contacts
- Freshservice user fields and department fields as LiveAgent contact fields
- Freshservice agent groups as LiveAgent departments
- Freshservice departments as LiveAgent companies
- Freshservice vendors as LiveAgent companies
- Freshservice agents as LiveAgent agents
- Freshservice tickets as LiveAgent tickets
- Freshservice ticket fields as LiveAgent ticket fields
- Freshservice knowledge base categories & folders, and articles as LiveAgent knowledge base categories and articles
In Freshservice, it is possible to assign a single requester to multiple departments, but as in LiveAgent a contact can be assigned only to a single company, during migration the first requester's department will be set up as the company of this contact.
Retrieve your Freshservice API key
To be able to migrate your Freshservice data to LiveAgent, it is required to retrieve your Freshservice API key. To do that, navigate in your Freshservice profile to the Profile settings and click "View API key", see more details in this Freshservice article.
Activate the migration plugin
In LiveAgent agent panel navigate to Configuration > System > Plugins. Find the "Freshservice Migration" plugin and click on the "Activate" button next to it.
Configure the migration plugin
After activating the plugin and refreshing your panel, click on the Configure (pencil icon) button to set up the plugin. In its configuration window, enter your Freshservice domain into the "Freshservice URL" field, and the copied Freshservice API key into the "API key" field. Click the "Save" button to initiate the migration.
As soon as you save the plugin's configuration window, a background task begins that initiates the data migration. Data is migrated in batches, creating e.g. new tickets or contacts continuously. Once all data is migrated, the background task stops and the migration is complete.