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We are new to Freshdesk and just got all our data in ready to go. We are not live yet thought, but we have hit a problem and not sure how to go about it. We used Dynamics 365 before and currently have approx 260 live tickets in there.  Originally we thought we would leave them there and start afresh but now we are realising if customers email us about those ‘older’ tickets in Dynamics it would create a new ticket in Freshdesk.

We were about to start manually adding in the tickets to Freshdesk and adding in the ticket reference from Dynamics so we can go back to refer to it if needed. Its going to be a big job so was just wondering if anyone had any advice before we did this.

We have turned off customer notifications so when we are adding the tickets they will not get a notification, but once we go live were going to email them from the ticket we have added with a ‘canned response’ telling them we have migrated their ticket and to view this they need to create an account, then we click ‘Send Activation Email’ so then they can create and account and view their ‘old tickets’ and any new ones that they raise.

Is this the right way to go?  Does anyone have any advise before we start?

Thank you 

 

 

Hi Michelle, 

 

If you are able to get an export from Microsoft Dynamics 365, then our support team can review it and help with migration(file based migration). You can reach out to your Account Manager and support team at support@freshdesk.com and they can help with next steps.

Hi @Michellefelton74 ,

I suggest directly migrating your tickets from Dynamics 365 to Freshdesk using Help Desk Migration. This approach allows you to tailor the migration to your needs, such as migrating inline images, adding tags, and choosing whether to include attachments. By default, you can also map ticket fields, match agents and groups, and preserve all data relationships.

Additionally, you can transfer knowledge base records if needed or prioritize moving the newest data first, especially if your team will continue using Dynamics 365 during the migration to Freshdesk. I recommend running a free demo to see if this option works for you

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