Freshdesk
Freshdesk is cloud-based customer support software by Freshworks. Best suited for mid-sized businesses needing traditional helpdesk with optional omnichannel messaging through the Freshworks ecosystem. Known for its freddy AI for automated ticket classification, responses, and the broader Freshworks integration ecosystem.
Switching from Freshdesk? This guide covers everything you need: exporting data, connecting channels, setting up automations, and training your team. Most migrations take 1-3 days.
Why Teams Switch from Freshdesk
Freshdesk is Mid-sized businesses needing traditional helpdesk with optional omnichannel messaging through the Freshworks ecosystem. However, teams often find these pain points:
- Confusing dual product line (Freshdesk vs Freshdesk Omni)
- Omnichannel messaging requires Omni plans ($29+/agent/mo)
- AI Copilot is $29/agent/mo extra on top of base plan
- AI sessions capped at 500/mo with overage charges
What You'll Gain with Converge
Step-by-Step Migration Process
Audit Your Current Setup
Document all channels, integrations, and workflows you use in Freshdesk. List active agents, custom automations, and any API connections.
Export Your Data
Export customer contacts, conversation history, and any saved templates from Freshdesk. Most platforms offer CSV or JSON export options in their admin settings.
Set Up Your New Platform
Create your Converge account, invite team members, and configure company settings (working hours, timezone, roles).
Connect Your Messaging Channels
Connect WhatsApp, Telegram, Messenger, Instagram, Discord, Zalo, and email to Converge. Each channel takes 2-5 minutes to set up.
Configure Automations
Set up auto-replies, SLA policies, auto-routing rules, and quick reply templates to match your previous workflows.
Run in Parallel (Optional)
Keep Freshdesk active for 1-2 weeks while your team gets comfortable with Converge. Route new conversations to Converge while finishing open tickets in Freshdesk.
Decommission Freshdesk
Once your team is fully on Converge, disconnect channels from Freshdesk, cancel your subscription, and keep your data export as a backup.
Feature Comparison
Freshdesk ConvergeCost Comparison
Migration Timeline
What You Might Miss
Freshdesk has strengths that Converge approaches differently:
- Mature platform with proven reliability at scale
- Two product lines: ticketing-only (cheaper) and Omni (full messaging)
- Strong automation and workflow capabilities
Converge focuses on messaging-first support with flat pricing. If Freshdesk's specific strengths are critical for your workflow, evaluate both platforms during Converge's 14-day free trial before committing.
Frequently Asked Questions
Most teams complete the migration in 1-3 business days. Setting up Converge takes about 30 minutes, connecting channels takes 2-5 minutes each, and configuring automations takes 1-2 hours. We recommend running both platforms in parallel for 1-2 weeks during the transition.
Yes. Freshdesk provides data export options in their admin settings. You can typically export customer contacts, conversation history, and account data as CSV or JSON files. Check Freshdesk's documentation for their specific export process.
You won't lose it -- export it before canceling Freshdesk. Converge starts fresh with new conversations from your connected channels. Your Freshdesk export serves as your historical archive.
Freshdesk charges From $79/seat/mo per agent. A 5-person team on Freshdesk costs approximately $395/month. Converge is $49/month flat for up to 15 agents, saving most teams 50-80% on support software costs.
Converge natively supports WhatsApp, Telegram, Facebook Messenger, Instagram, Zalo, Discord, Gmail, Live Chat, Twitter/X, Email. Freshdesk may offer some channels that Converge doesn't (and vice versa). Converge is the only platform with native Zalo and Discord support, making it ideal for teams in Southeast Asia and community-driven businesses.
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$49/month flat. Up to 15 agents. 14-day free trial, no credit card required.
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