Zendesk migration
Summarise with AI
Freshdesk to Zendesk migration: done in weeks, not months.
Freshdesk and Zendesk are built alike: agents, groups, SLAs, automations and custom fields all map cleanly. That makes Freshdesk one of our cleanest migrations: 4 weeks for most teams, 6 for complex setups, at a fixed price.
- Full history: tickets, fields, statuses
- Automations redesigned, not ported
- No downtime at cutover
- Fixed price, live in 4 to 6 weeks
★ 5.0Zendesk Marketplace
150+Zendesk implementations
Run by ex-Zendesk people
Freshdesk
Zendesk
- Tickets and conversationsTickets
- Agents, groups and rolesAgents and groups
- SLA policiesSLA policies
- Supervisor and observer rulesTriggers and automations
- Canned responsesMacros
- Knowledge base and portalHelp centre
Our customers
Trusted by 150+ support teams to move to Zendesk
From one inbox to three markets, teams who moved to Zendesk with us say it went smoothly. Here is what they say.
“Gravity CX made our migration and setup seamless. Their team was professional, knowledgeable, and went above and beyond to ensure everything was perfectly tailored to our needs.”
Caroline LeeAdministration Officer · Australian Learning Group“The AI agent did not just take tickets off our plate, it gave our people a new career path. Three of our support team moved into sales because the AI was handling the volume, and our customers get answers the moment they ask.”
Jamie HoweHead of Customer Operations · The Bart Group“Before Gravity CX we were largely going through the motions. We have since rebuilt our foundations and significantly improved our Zendesk platform. Our workflows are structured and efficient, and we have a clear roadmap for what to tackle next.”
Chris JamesHead of Customer Operations · Ezypay“In just two weeks they had us fully operational. Despite our unusual use of Zendesk they adapted seamlessly and helped us develop solutions that worked, delivering outstanding value in a short period.”
Stacey YoungOperations Manager · NGS Structural Engineering“We knew something was not right with our setup but could not pinpoint where. Gravity CX diagnosed and fixed everything quickly, including problems we did not know about. The monitoring view they set up means we will catch anything like this much earlier next time.”
Alex StepinsCustomer Experience · EMU Australia“Outstanding support setting up our Zendesk reporting, delivering a solution that exceeded our expectations. Chad went above and beyond to tailor the structure to our needs, with clear communication at every stage.”
Dorota BacalSustainability & Innovation Lead ANZ · Arkance“Gravity CX was instrumental in our transition to Zendesk, implementing across multiple departments. We have streamlined our operations and improved our customer experience.”
Sophie CarpenterHead of Customer Care · Mycar“Their expertise and hands-on approach ensured a smooth onboarding for our team. The support and training were outstanding, and they were always responsive and professional.”
Sean EdwardsMember Service Manager · My Weight Loss Clinic“Gravity CX transformed our Zendesk setup, making it a powerful tool that aligns perfectly with our operational needs.”
Cameron WykAfter Sales Team Leader · Midea“This is us implementing AI in the business in a considered way, with a trusted partner who already knows the product.”
Kat BeavonCOO · REIQ
Why it’s one of the cleanest moves
Most of Freshdesk maps straight across. The rules we redesign.
Freshdesk
Maps straight across
The two platforms share a model, so this moves as it is.
- Tickets, attachments, custom fields and statuses.
- Contacts, companies, agents and groups.
- SLA policies, with your business hours.
Zendesk
Redesigned, not ported
The rule engines differ; a straight port creates problems.
- Supervisor and observer rules rebuilt as triggers and automations.
- Canned responses rewritten as macros.
- The customer portal rebuilt as a Help Center, brand kept.
Why teams move
Three reasons we hear on every call.
Reporting they’ve outgrown
Zendesk Explore answers the questions Freshdesk’s reports can’t.
A deeper ecosystem
Salesforce, custom apps and advanced AI, connected properly.
One platform for the business
Other teams already run Zendesk, and support is consolidating.
We’ve moved teams the other way too, when Freshworks’ suite fit better. We’re honest about the trade-offs on the call, and in our Zendesk vs Freshdesk comparison.
How a migration runs
Checked by a person, at every step.
- Step 1
Map
Freshdesk mapped field by field to Zendesk, with the rules marked for redesign.
You getA mapping you sign off.
- Step 2
Test migration
A sample of your tickets moved first, for your team to check in Zendesk.
You getNo surprises on the day.
- Step 3
Migrate and cut over
The full move in the final week, with a parallel run, so support never stops.
You getNo downtime.
- Step 4
Validate
Counts and samples checked against Freshdesk before it’s switched off.
You getProof nothing was lost.
Questions
Freshdesk to Zendesk, answered
- Why is Freshdesk one of the cleanest migrations you do?
Freshdesk and Zendesk are structurally similar agents, groups, SLAs, automations, and custom fields, all of which map cleanly. There’s no translation layer needed like Salesforce migrations. Most teams are done in 4 weeks, 6 for complex setups.
- What gets moved from Freshdesk to Zendesk?
Tickets and conversations, contact and company records, agent groups and roles, knowledge base articles, and custom fields. Automations are redesigned rather than ported directly; the logic engines differ, so a straight port creates problems. Redesigning them is cleaner and results in better Zendesk automation.
- Why do Freshdesk teams switch to Zendesk?
Zendesk Explore is a stronger reporting tool. Routing and automation are more flexible at scale. Better third-party integrations, especially Salesforce and HubSpot. At 20+ agents, Zendesk’s SLA and admin controls scale better than Freshdesk’s.
- How long does a Freshdesk to Zendesk migration take?
4 weeks for most teams, 6 for complex setups. The structural similarity between the platforms means data validation is fast. Cutover happens in the final week with a parallel-run period to confirm everything is working before decommissioning Freshdesk.
Other migration paths
Moving from somewhere else?
Intercom to Zendesk
Conversations become tickets, without losing context, and Operator bots become Zendesk AI agents.
Salesforce Service Cloud to Zendesk
Redesigned, not lifted and shifted: over-customised routing gets simpler on the way.
All migration paths
Seven paths into Zendesk, and the help centre on its own.
Book a call
Ready to move from Freshdesk to Zendesk?
We’ll map your Freshdesk setup, confirm the approach and give you a fixed price.
You will get a calendar invite with a video link straight away.
- A call about your Freshdesk setup and your team.
- The migration mapped and scoped.
- A fixed price and a written plan.
Who you might be speaking with
Hugo Richard
Head of Growth, ex Zendesk
Chad Susa
Founder, Head of Service, ex Zendesk
