Import from another help desk

With Cliedesk Pro you can move from Zendesk, Freshdesk, Help Scout, Intercom, Gorgias, Crisp, Fluent Support, Awesome Support or SupportCandy. Cliedesk Admins can do this in Settings → Workspace → Import from another help desk.

What comes over

• Contacts and organizations. A contact with the same email as a contact here is the same contact.
• Conversations with every message, internal note and file. Long threads are kept whole.
• Tags, custom fields and saved replies (macros and canned answers).
• Agents: each agent is matched to a person here with the same email. Messages of an agent with no match keep the agent’s name.
• Triggers, automations and SLA policies, as drafts (see Rules).

Nothing is sent to customers during the import or a sync: no status emails, no satisfaction surveys, no chat emails. Agents get no notifications, and your rules (for example “Contact created”) do not run for imported records. Imported emails and phone numbers are not marked as verified. Views and help center articles are not imported here. For articles, use the article import in Settings → Help center.

Connect and preview

1. Under Help desk, choose the tool.
2. Enter the account and the API key. The key is stored encrypted and is never shown again. To keep the saved key, leave the key field empty. When you change the account or address, enter the key again.
3. Under Import into product, choose the product the conversations and contacts go to. If you can work only in some products, you can only choose those.
4. Select Save connection, then Preview. Cliedesk may ask for your password first.

The preview shows how many contacts, organizations and conversations the other help desk has, the fields, the agent matches and 20 sample conversations. Nothing is imported yet. For each field, choose Create a new field, Use an existing field or Do not import.

Import

Select Start import. To try it first, enter a number under Stop after this many conversations.

The import runs in the background. You see the progress for each kind and the notes, for example a file that was too large (20 MB by default) or a macro action that cannot come over. If the import stops, select Go on: it continues where it stopped. Running the import again creates nothing twice.

Keep in sync until you switch over

Turn on Keep in sync every 15 minutes until you switch over. Every 15 minutes Cliedesk brings new conversations and new messages, and follows status, tags and fields. Turn it off when your team works only in Cliedesk.

Roll back

Each import and each sync is a batch. Select Roll back on a batch to remove everything it created. Conversations your team answered here since the import are kept, and so are contacts that were already here, contacts who gave consent here, and organizations that have such contacts. If you just stopped the import, wait a minute before you roll it back.

Rules

Select Translate with AI. The AI turns each trigger, automation and SLA policy into a paused draft, with a short explanation and a list of the parts it could not translate. Nothing goes live by itself:

1. Select Simulate. Cliedesk shows how many conversations of the last 30 days the rule would have matched.
2. Check the draft, then select Approve and turn on.

This needs an AI provider (see AI settings). The import itself works without AI.