Migrating from Gmail to Freshdesk

When you move from email support to a helpdesk, you will need a seamless migration experience that prevents you from switching back and forth between the Freshdesk portal and email. As an admin, the mail migration tool ensures that all the emails are migrated from your email inbox and agents are provided all the context they need without having to manually forward older threads to the helpdesk. 

By importing emails using this tool, you will also be able to get a quick picture of your average resolution time using email support today.  

The Mail Migration tool will import the following: 

• Read emails 
• Unread emails
• Labels
• Timestamps 
• Archived emails

To get started:

1. Go to the Admin tab, and then to Apps. 

2. In the Apps section, search for Gmail Migration under 'Get More Apps' 

3. Once you install the app, connect to your Gmail account within the app by providing the requested details. 

4. Choose the folders you would like to import from Gmail. 

5. Click on 'Save & Import'.

6. Wait for the migration to complete and then visit the Freshdesk Tickets tab to see your tickets which are tagged as 'Gmail Import'. 

7. To check your current resolution time on email, head over to the Reports section and click on the Helpdesk in Depth report. 

Before you migrate your data from your email here are a few things that you’ll need to know: 

1. Ensure agents are created in the helpdesk. For information on how to set up agents, click here.

2. All email notifications to Agents and Contacts will be disabled while the import is running. We recommend that you use this tool post office hours.

3. All automation rules (Observer, Dispatch’r, Supervisor) will be disabled during migration.

4. If your Gmail account has 2-factor authentication enabled, please give access to less secure apps for the duration of the migration. (Refer to this article for more information on how to set this up). 

5. If 2-factor authentication is disabled and in any case, the migration fails, please disable the captcha.
   (Visit this page and follow the listed steps). 

6. You can migrate emails from the last 30 days and up to a maximum of 1500 emails will be imported.
   (One email thread will be considered as one ticket for this count)

7. The email attachment limit for Freshdesk tickets is 15 MB. If your email has larger attachments, those emails will not be migrated. 

8. Freshdesk supports the several languages including English, French, Arabic, German etc. (Refer to this article for more information). 

9. Bcc recipients will not be included in your tickets

Post-Migration Guide:

1. All migrated tickets will be tagged with “Gmail migration”, so you can filter for this tag to find such tickets.

2. If you stop the migration and restart it, we will resume the migration from where the program left off to avoid duplicates. The 30 day time window will not be recalculated if you have paused the migration. 

3. If any custom labels or folders were chosen for migration, those tickets will have the label name added as a tag (with a maximum of 32 characters).

4. Freshdesk’s Helpdesk-in-depth report will show you the Average Resolution time of your helpdesk currently. Other metrics will be computed as you continue to use the helpdesk. 

Ticket Status Mapping post migration:

Note: With respect to timestamps, created time of the email is the created time of the ticket.

Archiving of tickets older than 120 days will be automatic.

Reporting - Once you migrate your emails to Freshdesk, the Average Resolution time metric is computed. Other reporting will be available as you use the helpdesk.

When you move from email support to a helpdesk, you will need a seamless migration experience that prevents you from switching back and forth between the Freshdesk portal and email. As an admin, the mail migration tool ensures that all the emails are migrated from your email inbox and agents are provided all the context they need without having to manually forward older threads to the helpdesk. 

By importing emails using this tool, you will also be able to get a quick picture of your average resolution time using email support today.  

The Mail Migration tool will import the following: 

• Read emails 
• Unread emails
• Labels
• Timestamps 
• Archived emails

To get started:

1. Go to the Admin tab, and then to Apps. 

2. In the Apps section, search for Gmail Migration under 'Get More Apps' 

3. Once you install the app, connect to your Gmail account within the app by providing the requested details. 

4. Choose the folders you would like to import from Gmail. 

5. Click on 'Save & Import'.

6. Wait for the migration to complete and then visit the Freshdesk Tickets tab to see your tickets which are tagged as 'Gmail Import'. 

7. To check your current resolution time on email, head over to the Reports section and click on the Helpdesk in Depth report. 

Before you migrate your data from your email here are a few things that you’ll need to know: 

1. Ensure agents are created in the helpdesk. For information on how to set up agents, click here.

2. All email notifications to Agents and Contacts will be disabled while the import is running. We recommend that you use this tool post office hours.

3. All automation rules (Observer, Dispatch’r, Supervisor) will be disabled during migration.

4. If your Gmail account has 2-factor authentication enabled, please give access to less secure apps for the duration of the migration. (Refer to this article for more information on how to set this up). 

5. If 2-factor authentication is disabled and in any case, the migration fails, please disable the captcha.
   (Visit this page and follow the listed steps). 

6. You can migrate emails from the last 30 days and up to a maximum of 1500 emails will be imported. 
   (One email thread will be considered as one ticket for this count)

7. The email attachment limit for Freshdesk tickets is 15 MB. If your email has larger attachments, those emails will not be migrated. 

8. Freshdesk supports the several languages including English, French, Arabic, German etc. (Refer to this article for more information). 

9. Bcc recipients will not be included in your tickets

Post-Migration Guide:

1. All migrated tickets will be tagged with “Gmail migration”, so you can filter for this tag to find such tickets.

2. If you stop the migration and restart it, we will resume the migration from where the program left off to avoid duplicates. The 30 day time window will not be recalculated if you have paused the migration. 

3. If any custom labels or folders were chosen for migration, those tickets will have the label name added as a tag (with a maximum of 32 characters).

4. Freshdesk’s Helpdesk-in-depth report will show you the Average Resolution time of your helpdesk currently. Other metrics will be computed as you continue to use the helpdesk. 

Ticket Status Mapping post migration: 

Note: With respect to timestamps, created time of the email is the created time of the ticket.

Archiving of tickets older than 120 days will be automatic.

Reporting - Once you migrate your emails to Freshdesk, the Average Resolution time metric is computed. Other reporting will be available as you use the helpdesk.