Before you begin, you need to do two things: Create custom fields in Freshdesk to be able to map them with the ones in the file Disable notifications, Observer rules, and Automation in Freshdesk for the time of import. 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 help 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 Freshdesk 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 Freshdesk 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 Freshdesk 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 Freshdesk. Use the “View 20 records button” to see which tickets were imported and their IDs in Freshdesk. Each ID is clickable. This way, you can easily find the ticket in Freshdesk. Step 7. If you’re happy with the result, proceed to the payment and import all of your data to Freshdesk. Should you have any questions about the import? Leave them in the chat, and we’ll get back to you right away.