PSA Data Import guide
Import Freshdesk data: contacts, companies and ticket history
Use native Freshdesk CSV imports for contacts and companies. Assess a separate migration partner for ticket history, with explicit mapping and validation.
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Choose the official import route
Freshdesk provides native CSV import for contacts and companies. For historical tickets, Freshworks lists Help Desk Migration in its Marketplace as a partner-operated route. Choose the route by record type.
Start with a sample migration
Agree a source-specific demonstration with the migration provider. Inspect private/public visibility, authors, dates, inline images and customer relationships; obtain a written object list and demo scope before scheduling the full run.
Approve a mapping before the full run
Prepare source-to-destination maps for agents, groups, statuses, priorities, tags and custom fields. Ask for the actual treatment of inactive agents and merged contacts. Define which legacy ticket identifier staff will use when searching for old work.
Scope final updates and consolidation
Request explicit terms for changed tickets after the initial pass, duplicate detection in an existing account, failed-file retries and rollback. Review partner permissions and handling of the source export before granting access. Preserve an independently readable source copy until reconciliation is complete.
Import contacts and companies natively
Use Contacts > Import, or the Import button on Companies. Prepare UTF-8 CSV with headers and create custom fields first. Contacts require Name plus Email or Phone; existing email matches overwrite the contact. Dates use YYYY-MM-DD, checkbox values use yes/no, and multiple tags are comma-separated. Preserve a pre-import copy before updating records. Inspect the emailed failed-row CSV and its reasons before retrying. See Importing and Exporting customer data.
Official documentation
Import data to Freshdesk | AI-Ready Migration.
Plan the complete move
Pair this destination workflow with the source export pillar and PSA migration checklist.
Keep source history within reach
Keep your original source history within reach while preparing destination data. Join the waitlist for invitation-only BackupPSA access.