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Frequently asked questions

How do I migrate from Freshdesk to LiveAgent?

LiveAgent's migration team handles the Freshdesk to LiveAgent migration for free. The process: (1) start a 30-day LiveAgent trial; (2) request the migration via the support team; (3) the team imports your tickets, customer records, knowledge base solution articles, and conversation history from Freshdesk; (4) you verify the data and complete the cutover. Freshdesk keeps handling live support until you redirect channels to LiveAgent.

What data is migrated from Freshdesk to LiveAgent?

The standard Freshdesk to LiveAgent migration imports tickets and ticket history, contact and company records, email/chat conversation history, solution articles (knowledge base), agent accounts, groups (mapped to LiveAgent departments), tags, and custom fields. Canned responses, automation rules (Dispatch'r, Supervisor, Observer), and SLA policies are recreated as LiveAgent automation rules during onboarding. The migration team confirms scope before starting.

How long does the Freshdesk to LiveAgent migration take?

Most Freshdesk migrations complete within a few business days. Smaller accounts (under 10,000 tickets) typically migrate in 1–2 days, while larger datasets with multi-year history and extensive solution articles may take a week or longer. The migration runs in the background while your team continues working in Freshdesk, so there is no service interruption.

Is the migration from Freshdesk to LiveAgent free?

Yes. The standard Freshdesk to LiveAgent migration is free for customers who sign up for a paid LiveAgent plan. The migration team handles the import, verification, and cutover at no additional cost. Custom migration scenarios with unusual data structures, very large multi-product setups, or deep custom apps may be quoted separately, but the standard import is included.

Will there be downtime during the Freshdesk migration?

No. LiveAgent's Freshdesk migration runs in parallel — your team keeps using Freshdesk for live support while historical data is imported and LiveAgent is configured in the background. Once the data is verified, you redirect support email, the chat widget, and other channels to LiveAgent. The cutover itself takes minutes.

Can I run Freshdesk and LiveAgent in parallel during migration?

Yes, and that is the recommended approach. Most teams overlap their Freshdesk and LiveAgent subscriptions for 2–4 weeks during migration: historical data is imported into LiveAgent, agents test the new workflow on a subset of channels, and once everyone is comfortable, full traffic moves to LiveAgent. After the cutover you can cancel Freshdesk.