Part 1. Getting Ready for Freshdesk Import
Part 2. Importing Data to Freshdesk: Where and How to Start
Part 3. What to Do After the Freshdesk Migration? Checklist to Follow

What to Do After the Freshdesk Migration? Checklist to Follow

Okay, everything is done and you have imported all the data to your new Freshdesk. Now what? The truth is that your data migration process hasn’t finished yet. Now you have to verify that everything is alright and works properly.Here is your to-do plan as for now:
  • Find out if all the data has been transferred correctly
  • Announce to everyone the end of the data migration process
  • Set up your new knowledge base
  • Check Freshdesk setting to create effective workflows
  • Integrate all the apps and adds-on you used on your former platform

#1 Find out the migration results

No matter if you have been thoroughly monitoring the whole process of the data migration, the errors do happen. The most common reasons for this are database definition, some disturbances on the network side, and format issues.Besides, all the records migrated to your new help desk system came from your former one, so if they are of poor quality, it means that you have not conducted a thorough data audit or just ignored some crucial steps while preparing for migration. So, now you need to check all the data migration results before you start working with your new Freshdesk.So, what exactly do you need to check? 
  1. If you opted for Freshdesk import, it is necessary to check the overall number of records indicated in your CSV file and the actual number of transferred to Freshdesk. If you have used API-based migration, you need to check the migration record types in both platforms. 
  2. Search for the duplicates in Freshdesk and whether the imported data hasn’t duplicated itself. This will help you avoid any data redundancy.
  3. Make sure that all the data values and their format are right in Freshdesk.
  4. Check if your data is not modified somehow, lost, or corrupted.
  5. Check the restrictions of the agents and whether they are allowed to perform the actions specified in these restrictions.
Do not overlook the process of checking after the migration is over as you spent money and time for its appropriate performance.  

#2 Welcome Your Team to Freshdesk

Once the data migration is finally over and you have checked all the results, it is time to congratulate everyone in your company on the changes. Be the bearer of the good news and tell your boss, C-level management, your team that the data import has been finished successfully. What else can you do?

1. Take care of the support channels

It is better to redirect all your existing support service channels (like email, social media, etc.) from your former help desk while importing. When the importing process is over, you should redirect them to your Freshdesk.

2. Check and manage all the tickets you received during migration

While you were busy with data migration, that doesn’t mean your customers stopped sending you tickets. So, you need to check all those tickets, collect them and import them to Freshdesk. However, suppose you chose the third-party service to migrate your data and specified some time frames for this process. In that case, you have two options: 
  • you can keep your former help desk downtime till the migration is over
or
  • you can keep working but make sure your agents know about the migration, and they won’t edit or update tickets during the process 
Theoretically, these two methods can help you avoid any problems regarding the tickets. Practically, you have to check the number of tickets from your old and new help desks so that your data is safe.

3. Show how everything works

While preparing the migration process, you have already created detailed documentation to adopt the new help desk, haven’t you? So, now it is time to put it to action. Only your support service team is quite aware of all the nuances of the new help desk platform, but what about the rest? Your main aim at this stage is to make sure that everyone, including marketers, sales reps, and developers, knows at least some basics. A quick demo, in this case, will help you a lot. 

#3 Setting Your Knowledge Base

Freshdesk knowledge base is a self-service used for branding, documentation, and troubleshooting issues that your customers face daily. A knowledge base is a must today. To set it live, you have to follow our simple instructions: 
  • Log in to your Freshdesk account, go to the Solutions tab, and create New Category
  • To create your first category, enter your name and description, and other required fields, and click Save
  • Now, create a regular folder to store your articles. To do so, you need to go back to Solutions and select the category that was just created
  • There, click New Folder, fill in the required fields, and click Save
  • To create a new article, you have to go to Category > Folder > New Article
  • When you finish, you can either Save or Publish your article

#4 Improving Your Workflows

The key reasons for the decision to switch to another help desk system are the need to streamline your working processes, improve the ticket resolution, set the business rules, as well as automate the workflows. However, some of these processes need your manual involvement after the migration is finished.

  • Improve your ticketing

In Freshdesk, it is super easy to organize your tickets at all stages of their workflows. Your agents can create ticket groups while moving them through different statuses. Besides, in Freshdesk, you can find numerous default and editable ticket views. Among the default that you get from the start are:
  • your and all the unsolved tickets
  • unassigned tickets
  • tickets that were recently updated
  • new tickets within your group
  • tickets in pending status
  • tickets that were resolved recently
  • suspended tickets
You can find the same ticket to be assigned to different views as its properties are used to assign it to the different views. You can easily create new and edit the existing views, adding new conditions and criteria. If you need to create a new one, go to View > More. You will open the admin page, where you need to click Add View, create a title, and add the conditions that will define the view of your tickets. You can also indicate the format and access rights by filling in the Available for section. After you are done, click Create View to save your settings. Now you can find the created views in the list of your predefined views.

  • Take advantage of the macros

Each support rep gets tons of the same questions from the customers daily. To facilitate the process of answering, you can set the macros or predefined responses that will be added to the ticket.  Macros will help agents save both time and nerves and get rid of the manual routine work. You can use the default text for macros or edit it, creating your own unique response. You can also set the restrictions for them — make them available to all the agents, certain groups, or a single person.  To create a new macro, go to Admin icon > Macros, and then choose the Shared tab. Click Add Macro, and write its title. Macros can update your tickets and send a notification to the customers. To enable this function, you need to go to the Action list, choose Ticket: Status, and select the needed conditions. Next, you need to add the notification text, just click the plus and choose Ticket: Comment/Description. After that, you need to add the access for this macro and click Create Macro. Macros can be easily added to your tickets by clicking the button Apply Macro that you can find at the bottom of your ticket. There you can select the macro that best fits your situation and click Submit to send it to your customer.

  • Set Freshdesk business rules

The business rule is a set action that automatically applies to your ticket if this ticket matches some of the already predefined conditions. The main aim of business rules is to take the burden from the agents’ shoulders by streamlining the workflows.Freshdesk offers two types of business rules, namely automations and triggers. Both automations and triggers consist of the predefined set of actions that modify the tickets when some event happens. These events are different for both of the business rules.For instance, automations enable because of some time event (i.e., 3 hours after the last update), while triggers work when some events are created or updated (i.e., an agent creates a ticket). If your ticket doesn’t fit any of those conditions, these business rules won’t be applied to it.  

How to create automation? 

To create automation, you need to go to Admin and choose the Automation section. There, click Add Automation, and name it. To add the condition for it in Ticket: Status, then select Less than, and then Solved. If you need to add extra action, go to Ticket: Hours > Since Created > As the Operator > and then indicate the time passed since the creation of the ticket (using 24 hours format).If you need to add an extra condition, go to Tickets: Tags, then choose at least one condition operator in Contains, and the tag you need. To apply an email for the assigned agent, you have to add the following action : Notifications: Email user (the assignee). In the subject and the body of the email, you need to write down all the required instructions, and then click Submit to save it.

How to create a trigger? 

If you need to create a trigger, you should go to Admin > Triggers, there choose Add Trigger, and name it. Then, click Ticket: Status and add a title. Select Less Than as your condition operator and then click Solved.If needed, you can click on the plus sign and add more conditions. To add the actions, select Ticket: Group, and then the condition you need. Next, you need to choose the priority for your ticket: for this add a new action, choose Ticket: Priority, and choose the needed condition. To save the result, click Submit. 

#5 Using the Power of Integrations

Freshdesk supports numerous integrations, apps, and add-ons to facilitate and automate your workflows and skyrocket your business performance even more. Freshdesk also offers its customers Freshworks Neo. It is a platform that helps integrate Freshdesk’s own products and other third-party applications. You can easily find the needed app and connect it to your Freshdesk to supercharge your help desk and customer service team.

Conclusion

The data migration process takes a lot of preparation from your side. To conduct it properly and receive an outstanding result, you need to measure all the possible risks and create a detailed to-do plan on how to meet all your objectives head-on.Do not underestimate the pre-import stage if you want the process of data migration to run smoothly. Hope our detailed action plan and guidance will come in handy when you decide to switch to Freshdesk. Good luck!Part 1. Getting Ready for Freshdesk Import Part 2. Importing Data to Freshdesk: Where and How to Start
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