Migration Guide for Agencies
Converge Team
Part of the Freshdesk migration guide
How agencies managing multiple clients can migrate from Freshdesk to a more cost-effective platform.
Agency Migration from Freshdesk
Agencies on Freshdesk typically use the multi-product feature (available on Pro plans and above) to manage multiple client brands from one account with separate support portals. Per-agent pricing across clients makes Freshdesk one of the more expensive options for agencies at scale.
Cost at Agency Scale
Freshdesk charges per agent regardless of how many brands you manage. An agency with 10 agents on standard Freshdesk Pro (email ticketing only, $55/agent/mo as of 2026): 10 × $55 = $550/month. On Omni Pro (with messaging): 10 × $79 = $790/month. With AI Copilot: 10 × $108 = $1,080/month. The multi-product feature consolidates agents — one agent can work across all brands — but you're still paying per agent. With a flat-rate platform at $49/month per client account, 5 clients cost $245/month total — a significant reduction from Omni Pro alone.
Multi-Product vs Separate Accounts
Freshdesk's multi-product feature lets you run up to 5 brands on Pro (more on Enterprise), each with its own branded support portal, custom email addresses, and separate ticket views. Agents see all brands from one dashboard and admin can control access per brand. When migrating, you have two options: keep clients in one account (if your new platform supports workspaces) or set up each client as a separate company account. Separate accounts provide stronger data isolation — clients' conversations, contacts, and analytics are completely siloed from each other.
Client-by-Client Migration Strategy
Migrate your smallest or most flexible client first. Set up their new account, connect their channels (website widget, WhatsApp, Messenger), invite their dedicated agents, and run both platforms for 1-2 weeks. Once stable, move to the next client. This limits risk and lets your team learn the new platform on a low-stakes client before migrating larger accounts.
What Agencies Lose from Freshdesk
The main loss is unified admin: Freshdesk's multi-product feature lets you manage all clients from one admin panel with cross-brand reporting in Analytics. Separate accounts on other platforms mean logging into each client's account individually. You also lose Freshdesk's marketplace integrations that may span all brands. If you use Freshworks' ecosystem (Freshsales CRM, Freshservice ITSM) across clients, those cross-product data flows will need alternative solutions.
Note: Some agencies maintain Freshdesk for their largest enterprise client while switching smaller clients to flat-rate platforms. This hybrid approach reduces costs without losing Freshdesk's enterprise features where they're genuinely needed.
Need the full migration guide?
This page covers migration guide for agencies specifically. For the complete step-by-step migration process:
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