Before you begin, you need to do two things: Create custom fields in Freshservice to be able to map them with the ones in the file. Disable notifications, Priority Matrix, Workflow, Scenario Automations, and Closure Rules in Freshservice for the time of migration. This prevents email updates from being sent as well as any changes to the data triggered by automations. Click the “Visit Site to Install” button, and you will be taken to our Migration Wizard. Create your account and begin the import. Step 1. Select CSV as the data source and upload your files. The Migration Wizard allows you to import both service desk and knowledge base data. However, you can import one type of record at a time. Step 2. Once your files are uploaded, connect your Freshservice instance. Step 3. Choose the data you want to import. Select tickets, and the Wizard will automatically select the rest of the objects. Note that if you’re going to migrate tickets, you must import contacts, agents, etc. Step 4. Click the “Map fields” button, and you will see a form where you can match up Freshservice ticket fields with those you have in the file. Click “Save mapping” when done. Note that if you’re importing the knowledge base, you need to map article statuses as well. Step 5. Once you have chosen the data you want to import and completed field mapping, you may begin the Free Demo Migration. The Migration Wizard will import 20 tickets into Freshservice to see if everything works correctly. The process usually takes two to five minutes. Steps 6. Once the Demo is complete, review the results in your Freshservice. Use the “View 20 records button” to see which tickets were imported and their IDs in Freshservice. Each ID is clickable. This way, you can easily find the ticket in Freshservice. Step 7. If you’re happy with the result, proceed to the payment and import all of your data to Freshservice. Should you have any questions about the import? Leave them in the chat, and we’ll get back to you right away.