PSA Migration guide
Migrate Freshdesk to Zoho Desk
Plan Freshdesk to Zoho Desk migration using the official importer, source preparation, scope checks, pilot validation and cutover.
On this page
Use the documented Freshdesk to Zoho Desk route
Use Zoho Desk’s Zwitch Freshdesk route with the source backup and continued API access. The tool is maintained by Zoho. See Migrating From Freshdesk to Zoho Desk.
Decide what transfers and what stays in the archive
Select one destination department and map agents by email. Zwitch maps private notes to ticket comments and public notes to threads. Keep FreshDesk-Id for legacy lookup and review author fallbacks where a source agent is absent. Tickets tied to deleted source contacts are excluded. Retain those records and other out-of-scope material in the archive.
Prepare both sides
Use the Freshdesk export guide to retain a source copy and the Zoho Desk import guide for destination preparation. Keep a crosswalk of customer, person and ticket IDs, including any destination IDs created during the pilot.
Validate a representative pilot
Keep Freshdesk active through file retrieval and validation. Confirm the migration queue status and final-change process with Zoho before committing to cutover. Inspect a long conversation, private note, attached file, custom status and inactive technician. Compare source and destination from a service-agent view and a requester view, and save the results with the job record.
Agree on cutover and final changes
Zoho documents an initial migration followed by residual migration for later source changes. Agree the supported residual scope and timing with Zoho; preserve the job reports. Cancellation is available while the migration is queued. Keep source access through file retrieval and validation, and confirm edition/file-size conditions before submission.
Move inbound channels and automation at the agreed time. Give staff the ID crosswalk and readable historical archive. Follow the PSA migration checklist for the shared cutover steps and the migration archive use case for later access.
Preserve history through a platform change
Keep old service conversations accessible after cutover. Join the waitlist for invitation-only BackupPSA access.