ProductLossless import
Move from Zendesk, Intercom, Freshdesk or Help Scout without losing a ticket
Flatdesk imports tickets, messages, attachments, customers, tags, macros and rules (and, from Zendesk, help center articles) from Zendesk, Intercom, Freshdesk and Help Scout. Every original record is kept in an archive you can download, and a report lists anything that didn't fit instead of dropping it. Zendesk triggers that check tags, subject, message or channel and tag, assign, set status or add a note keep running as Flatdesk triggers, and automations ("pending 72 hours: email the customer, then close") keep running as timed triggers. The report lists the rest (like triggers that run on any update, emails to anyone but the customer, or Zendesk placeholders) so you can rebuild them. Intercom's API doesn't share its rules at all, and Help Scout workflows come over by name only. You can export everything, attachments included, any time.
How it works
- 01
Connect your old help desk
Paste an API token. It's stored encrypted while the import runs and deleted when it ends.
- 02
Flatdesk copies your data
Agents, tags, macros, rules, customers, then tickets with their messages and attachments. Big imports pick up where they left off.
- 03
Check the report
Anything that didn't fit, like a rule condition Flatdesk doesn't have, is listed with the original record. Download it as CSV.
- 04
Keep the originals
Download every original record as JSONL. Running the import again updates records instead of duplicating them.
Say your team has three years of tickets in Zendesk. You paste an API token and Flatdesk copies the tickets, customers, macros and tags. A rule like "if tagged billing, assign to Ana" keeps working. A Zendesk trigger that checks the subject or message and tags or assigns the ticket keeps running too. So does an automation like "pending for 3 days: email the customer, then close", as a timed trigger. A rule Flatdesk can't run, like one that emails someone other than the customer or uses Zendesk placeholders, is listed in the report so you can rebuild it or drop it.
At a glance
- Imports from Zendesk, Intercom, Freshdesk and Help Scout
- Tickets, messages, attachments, customers, tags, macros and rules (not from Intercom, whose API doesn't share rules, and Help Scout workflows by name only)
- Every original record kept and downloadable
- Anything that didn't fit is listed in a report, never dropped
- Export everything any time, attachments included, without asking us
Questions
Which help desks can Flatdesk import from?
Zendesk, Intercom, Freshdesk and Help Scout.
What does the import bring over?
Agents, tags, macros, rules, customers and tickets with their messages and attachments. Intercom's API doesn't share rules. Help Scout workflows come over by name only, since its API doesn't share their conditions. A report lists anything that didn't fit, and every original record is kept.
Do custom fields, satisfaction ratings and saved views come across?
Custom ticket and contact fields come across as ticket and customer fields, along with status, priority, type, group, organization, due date and assignee from your old help desk. From Zendesk, the satisfaction score comes over as a field too. Saved views aren't imported, because Flatdesk's inbox filters work differently; the original records are in the archive and anything that didn't fit is in the report.
Does the import change anything in our old help desk?
No. It only reads: every request to your old help desk is a read, so tickets, settings and users there stay as they are and you can keep using it side by side during the trial.
Can we run the import again?
Yes. Records are matched by their original ID, so running it again updates them instead of making duplicates.
Can we get our data out of Flatdesk?
Yes. Settings has one .zip download with every ticket, message, customer, macro, help article, the audit log and every attachment as its original file. Each table is also available as CSV or JSON.