Migrate from Gladly to Freshdesk with precision & ease

A seamless, customizable migration solution for moving your Gladly data with perfect fidelity and minimal disruption.

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Gladly
Freshdesk
MIGRATION OVERVIEW

Why teams migrate from Gladly to Freshdesk

There is no native migration path from Gladly to Freshdesk, and no off-the-shelf tool handles this transition well due to fundamentally incompatible data models. Gladly uses a person-centric, ticketless architecture where all interactions exist as one continuous conversation per customer, while Freshdesk organizes support around discrete, numbered tickets with defined lifecycles. Migrating requires custom sessionization logic to break Gladly's lifelong conversation threads into individual Freshdesk tickets, along with extensive field-level mapping, custom field pre-creation, and manual rebuilding of automations, SLA policies, and AI workflows that have no direct equivalents in Freshdesk.
KEY CHALLENGES

What makes this migration complex

These are the architectural mismatches and technical hurdles specific to a Gladly to Freshdesk migration.

Most Critical

Conversation Sessionization Into Tickets

Gladly's single continuous conversation per customer must be algorithmically segmented into discrete Freshdesk tickets using custom sessionization logic, as no 1:1 mapping exists between the two data models.

Historical Timestamp Preservation

Freshdesk's standard public API does not allow setting historical created_at timestamps on tickets, causing all migrated tickets to show the import date unless a workaround is arranged through Freshdesk support.

Multi-Channel Data Flattening

Gladly natively tracks email, chat, SMS, and voice in a unified timeline, but Freshdesk's source enum does not cover every Gladly channel, requiring channel metadata to be preserved in custom fields or tags.

Custom Attribute Schema Alignment

Gladly's key-value custom attributes must be pre-defined as custom fields with the cf_ prefix in Freshdesk before import, or the API will reject entire payloads with 400 errors.

Automation and Rules Rebuilding

Gladly Rules, People Match configurations, SLA policies, and Sidekick Guides cannot be migrated and must be manually recreated using Freshdesk's native Dispatch'r, automations, and Freddy AI tools.

Knowledge Base Hierarchy Restructuring

Gladly Answers must be reorganized into Freshdesk's three-tier Category → Folder → Article hierarchy, with multi-language content requiring per-language article creation and inline HTML cleanup.

COMPLETE COVERAGE

Intelligent Human-Verified Data Mapping

Our migration engineer precisely maps every data point from Gladly to Freshdesk, ensuring perfect continuity for your customer support operations.

Gladly
Freshdesk
Customer (Profile)
Contacts
Conversation
Tickets
Conversation Item
Ticket Conversations
Topic
Ticket Fields
Contact (Email/Phone/Social)
Contacts
Note (Customer)
Ticket Conversations
Agent
Agents
Team
Groups
Answer (Knowledge Base Article)
Solution Articles
Answer Category
Solution Categories
Attachment
Ticket Attachments
Canned Reply / Macro
Canned Responses
Task
Tickets
Routing Rule
Not Available

Looking for more entity mappings?

Contact our team
MIGRATION RISK ASSESSMENT

Every migration risk, already solved

Migration between platforms is full of edge cases. Our engineers have identified every risk from Gladly to Freshdesk and built proven solutions for each one.

Migration Challenge ClonePartner Status
High Complexity —
Solved
Tickets
Gladly's continuous conversations must be sessionized into discrete Freshdesk tickets using custom logic, and historical created_at timestamps cannot be set via the standard API.
Solved
Conversation Items (Replies/Notes)
Email, chat, SMS, and voice items must be individually mapped to Freshdesk reply or note types with correct directionality, and multi-channel metadata may be lost or flattened.
Solved
Automations and Rules
Gladly Rules, People Match, and Sidekick Guides have no migration path and must be entirely rebuilt using Freshdesk's native automation and AI tools.
Solved
Custom Engineering —
Handled
Custom Fields
All Gladly custom attributes must be pre-created in Freshdesk with exact type matching, and date format differences between ISO 8601 and Freshdesk's YYYY-MM-DD require transformation.
Handled
Companies
Gladly's customer business/account data must be extracted and restructured into Freshdesk Company objects with domain-based association, which may not always align cleanly.
Handled
Knowledge Base Articles
Gladly Answers must be restructured into Freshdesk's three-tier solution hierarchy with HTML cleanup and per-language variant creation for multi-language content.
Handled
Attachments
Voice call recordings and file attachments require separate handling and re-upload to Freshdesk, with potential size and format constraints on the receiving end.
Handled
Clean Transfer
Contacts
Gladly Customer records map relatively cleanly to Freshdesk Contacts, though multiple emails and phones require careful primary/secondary designation.
Clean
Agents
Agents can be mapped by email address, but Freshdesk agent seat limits must be verified before import to avoid license overages.
Clean
Topics / Tags
Gladly Topics map directly to Freshdesk Tags, requiring only a Topic ID to name resolution before applying them.
Clean
3 high-complexity solved
4 custom-engineered
3 clean transfers
CUSTOM MIGRATION

Fully customizable engineer-led migration

Tailor your migration from Gladly to Freshdesk exactly to your needs with our flexible customization options. Our experts will configure the perfect migration plan for your business.

Migration Filters

Conversation Type

Filter by chat, email, or social media conversations

Tag-Based Selection

Migrate tickets with specific tags only

User Selection

Migrate tickets for specific users or agents

Time Range

Migrate tickets from a specific time period

Data Types

Tickets & Conversations

Full conversation history with all metadata

Automations & Macros

Workflows, templates, and automation rules

Knowledge Base

Articles, categories, and help center content

Customer Profiles

Customer information and interaction history

ZERO DOWNTIME

Your timeline. Our engineers.

A dedicated engineer runs your migration, planned around your schedule and your data.

No babysitting a wizard. Avoid debugging errors yourself.

Looking for a more detailed migration timeline?

Contact our team

Speed

The migration timeline depends on both our turnaround time and yours.

We can complete a migration in under a day when the accounts are connected and the sample migration is approved promptly.

Background Sync

We also support migrating the newest records first, so you can go live faster while the rest of the data is synced in the background.

Data Volume Impact

Larger data volumes may require longer migration windows.

Continuous Operation

Weekend migrations minimize disruption to your customer service operations.

MIGRATION TIMELINE

Your Gladly to Freshdesk migration, step by step

See how long your migration will take from start to finish. Drag the slider to estimate based on your data volume.

How many records are you migrating?

<10K 50K 100K 250K 500K 1M 2M 5M 10M+
Checklist ~3 days
Sample 1 day
Review ~2 days
Full 2 days
Delta 1 day
Your team ClonePartner

Estimated total

~9 business days

1

Migration Checklist

1 day · ClonePartner ~2 days · Your team

We prepare the optimal data mapping as a shareable spreadsheet. Your team reviews, approves, and adds any customizations.

2

Sample Migration

1 day · ClonePartner

We run a test migration with a representative sample of your data to verify mapping accuracy and identify any potential issues before the full run.

3

Review & Approve

~2 days · Your team

Your team reviews the sample migration results, confirms data accuracy and mapping, and gives the go-ahead for the full migration.

4

Full Migration

2 days · ClonePartner

We execute the complete migration of all your data to your new Freshdesk, with real-time progress tracking and comprehensive logging.

5

Delta Migration

1 day · ClonePartner

We capture and transfer any new data that was added or updated during the main migration to ensure no data is lost. This final sync keeps everything current.

Timeline is an estimate. Actual duration depends on API rate limits, data complexity, and your team's availability.

Get an exact timeline

Complete Technical Guide

How to Migrate Gladly to Freshdesk: Data Mapping & API Limits

Migrating Gladly to Freshdesk requires sessionizing continuous conversations into discrete tickets. Biggest risks: Freshdesk API won't set historical timestamps, and off-the-shelf tools can't handle the split logic.

28 min read

Read the guide

Pros and cons of different migration options

Choosing the right approach is key because migrating from Gladly to Freshdesk isn't just about moving data – it's about protecting customer relationships.

Feature / Criteria ClonePartner Automated Tools CSV Import In-house migration
Custom Scripting for complex data ✓ Engineers build & maintain ✗ No ⚠ Manual ✓ Yes – but costly
Sandbox & Pilot Migrations ✓ Full sandbox + pilot plans ⚠ Limited ✗ No ⚠ Often Informal
Manual validation & reconciliation ✓ Automated + manual QA ✗ No ✓ Yes (Manual) ✓ Heavy manual effort
Backup & rollback plan ✓ Robust procedures ✗ No ✗ No ⚠ Often incomplete
Handles automation and integrations ✓ Full support ⚠ Partial ✗ No ⚠ Possible but fragmented
Post-migration engineer support ✓ Dedicated engineers ✗ No ✗ No ⚠ Limited SLA
Adaptable to API changes ✓ Proactive adaptation ✗ No ⚠ Manual fixes ⚠ Slower response
Turnaround / SLA predictability ✓ Predictable SLAs ⚠ Fast but brittle ⚠ Slow and manual ⚠ Often slower
Data Security & Compliance ✓ High – enterprise grade ⚠ Medium (depends) ⚠ Low (manual) ⚠ Hidden gaps common
Pricing predictability ✓ Transparent & fixed ⚠ Low (per-job) ⚠ Low (manual hours) ⚠ High/variable OPEX
End-to-end project management ✓ Full E2E delivery & PM ✗ No ✗ No ⚠ Often partial
Business impact & opportunity cost ✓ No diversion of staff ✗ No ✗ No ⚠ Diverts engineering

What does an Engineer-led migration mean anyway?

Speed & Accuracy: Our Blended Method

We blend automation (smart scripts, bulk APIs) with human expertise for speed without risk. Our engineers manually check every mapping, validation, and exception.

You get:

  1. Speed of automation for bulk record migration
  2. Precision of engineers verifying integrity and business logic
  3. Pilot migrations and sandbox testing to catch issues early
  4. Real-time validation reports and rollback readiness
Result: 50x faster migrations than manual imports — with near-zero error rates.

Handling the Tricky Tech and API Details

The Gladly and Freshdesk APIs each behave differently, which is where our engineers shine. We build custom logic to handle the data quirks where generic tools typically break.

We handcraft API logic for:

  1. Field mapping and transformation
  2. Pagination, rate-limit handling, and throttling
  3. Preserving conversation threads, attachments, and internal notes
  4. Syncing custom fields, SLAs, and macros without breaking structure
Our scripts: Natively retry failed calls, re-queue large attachments, and ensure data parity.

No Guesswork

We don't just promise smooth migrations—we measure and prove them. Every client receives a Migration Validation Report with all metrics.

Typical results across projects:

  1. 100% record-count parity between your Gladly data and Freshdesk
  2. Zero downtime during staged cutovers
  3. 99.9% attachment integrity (verified via checksum)
  4. Full automation and preservation of all business rules
Our standard: Includes full SLA preservation and 48 hours of engineer-assigned support post go-live.

We Adapt to Your Setup (Not the Other Way Around)

No two teams configure Gladly or Freshdesk exactly the same way—with unique automations and data. We customize every migration script to fit your exact workflow, tags, and triggers.

Our engineers adapt for:

  1. Custom fields, ticket forms, and workflows
  2. Multi-brand or multi-language setups
  3. Historical imports and partial (date-based) migrations
  4. Integration re-mapping for CRMs, chat, or feedback tools
The promise: If your data doesn't fit a standard template, we build one just for you.

Enterprise-Grade Security & Compliance

Your customer data is precious. Our migration process maintains the highest standards of security and regulatory compliance.

SOC 2 Type II

Independently audited compliance with rigorous security standards

ISO 27001

Certified information security management system

GDPR

Full compliance with EU data protection regulations

HIPAA

Certified for handling protected health information

AES-256 Encryption

Bank-grade encryption for all stored credentials

Latest TLS

Secure transfer protocol for all data in transit

Role-Based Access

We follow role-based access control for every migration project

Scheduled Deletion

Automatic data purging after migration completion

FAQ

Frequently Asked Questions

Everything you need to know about migrating from Gladly to Freshdesk. Can't find what you're looking for? Talk to our team.

Who can view my data?
For each migration project, you'll be assigned a migration engineer. Only the migration engineer can view your data. No one else at ClonePartner can view your data.
Can I sign an NDA?
If you are reaching out to us via one of our partners, we already have an NDA signed with them that unilaterally applies to all their customers. If you are reaching us directly and need an NDA signed, we'll be happy to sign your NDA or ours.
How long does the Gladly to Freshdesk migration take?
Most migrations complete within 1–5 business days, depending on data volume and complexity. We provide a detailed timeline after the initial assessment and can often complete small migrations in under 24 hours.
Will my team lose access to Gladly during the migration?
No. Your source system remains fully operational throughout the entire migration. We run the migration in the background with zero downtime to your current operations.
Will there be downtime when migrating from Gladly to Freshdesk?
No. Our migration process is designed for zero downtime. We use a staged approach with background sync and a fast cutover, ensuring no disruption to your live business operations.
How do I validate that everything migrated correctly?
Every client receives a Migration Validation Report with comprehensive metrics including record-count parity, attachment integrity verification via checksum, and full audit logs. We also offer unlimited sample migrations so you can verify before committing.
Do I need professional help for this migration?
While simple migrations can sometimes be handled in-house, professional help ensures zero data loss, proper field mapping, and preservation of relationships between records. Our engineer-led approach catches edge cases that automated tools miss.
Does ClonePartner provide guidance before committing?
Yes. We provide a free consultation and assessment. We'll review your data structure, discuss your requirements, and provide a detailed migration plan and fixed-price quote before you commit to anything.

Still have questions?

Book a free 30-minute consultation with our migration engineers. We'll walk you through the exact approach for your Gladly→Freshdesk migration.

Contact our team

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Freshdesk Migration?

Join hundreds of businesses who have successfully migrated with ClonePartner. Let's discuss your migration needs and build a plan that works for you.

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Attention to Detail

We meticulously handle every aspect of your migration, ensuring no data is lost during transfer and mapping every field correctly between platforms.

Custom Solutions

Every business is unique. We tailor your migration strategy to match your specific requirements, workflows, and data structures.

Security & Compliance

Your customer data is handled with enterprise-grade security protocols, ensuring compliance with GDPR, HIPAA, and industry standards.