Migration playbook: 30-day plan
Migrate from Freshdesk to Support Oasis
Teams move off Freshdesk most often when they hit the moment where AI usage starts dwarfing the seat bill, or where tier upgrades start feeling like the only path to features the team needs. This playbook covers the move without breaking the simple ergonomic feel teams liked about Freshdesk.
The playbook
- 1
Day 1 to 5: Provision and connect
Set up the Support Oasis tenant. Connect email and any live chat surfaces. Configure your Shopify or CRM integrations. The connections cover what most teams used the Freshworks suite for.
- 2
Day 6 to 10: Roles, SLAs, and routing
Bring the team in with appropriate roles. Define SLAs that match what you ran on Freshdesk. Routing rules port cleanly because they are usually simple in Freshdesk to begin with.
- 3
Day 11 to 17: AI Copilot and Agent
Turn on AI Copilot. Connect your help center as a source. Pick one ticket category for AI Agent autonomous resolution. Read the first 50 drafts and tune.
- 4
Day 18 to 24: Parallel run
New tickets route to Support Oasis. Existing Freshdesk tickets resolve where they are. Two weeks of overlap.
- 5
Day 25 to 28: Historical import
Import historical conversations. Verify search across both old and new tickets.
- 6
Day 29 to 30: Cut over
Switch DNS and email forwarding fully. Disable Freshdesk seats. Keep a single read-only seat for one cycle if useful.
Common pitfalls
Leaving Freddy AI usage out of the cost comparison
Freddy AI is billed separately from seats. Some teams forget this and underestimate their savings on switch. Include the AI line in any side-by-side.
Over-engineering automation
Freshdesk's automation builder rewards complexity. Support Oasis defaults are simpler on purpose. Rebuild for outcomes, not feature parity.
Forgetting the analytics line
Higher-tier Freshdesk reporting often gets used heavily. Verify Support Oasis analytics covers the same questions before cutover, not after.
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