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Migration guide

How to migrate from Help Scout to FreeScout

Historical tickets rarely migrate in full between helpdesks — most teams start on the new platform with only open tickets and leave the rest as a reference archive in {from}.

  1. 1

    Export open tickets from Help Scout

    Export at least your unresolved tickets to CSV (subject, customer, messages, status) — most helpdesks allow this export from the admin panel.

  2. 2

    Reconnect your inbound channels in FreeScout

    Set up the same support email, chat widget and/or social accounts in FreeScout that you used in Help Scout, so you don't lose new messages during the transition.

  3. 3

    Import the open tickets

    Create the open tickets manually or via CSV import in FreeScout, marking Help Scout's history as read-only for future reference.

  4. 4

    Update macros and saved replies

    Canned responses and automation rules aren't exported — recreate your most-used ones in FreeScout before announcing the change to your team.

Before cancelling Help Scout

Before cancelling Help Scout, export the full history of closed tickets even if you don't import them — it's your only copy if a customer raises something from the past.

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These steps are a general guideline — the exact export menu can vary depending on Help Scout's plan and version.