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When you connect your Freshdesk account, Plain imports your full support history so your team can hit the ground running without losing context.

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What gets imported

  • Contacts → Customers
  • Tickets → Threads
    • Resolved/closed tickets are imported as Done
    • Open/pending tickets are imported as Todo
    • All messages including private notes are carried over
  • Tags → Labels
  • Original timestamps: every thread and every message keeps the date it had in Freshdesk, so your history stays in order
CSAT ratings and custom fields on tickets are not imported. See Migrating from another tool for the full picture of what you’ll rebuild in Plain. Importing history doesn’t trigger SLAs, auto-responses, or workflows, so nothing goes out to your customers and no SLA clocks start on old tickets.

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Ongoing sync

After the initial import, new tickets, messages, and contacts sync to Plain every 5 minutes. Changes to existing tickets, such as status, priority, or assignee, are not synced after the initial import. No auto-responses are triggered by the sync.

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How to set it up

  1. Go to Settings → Freshdesk importer
  2. Follow the prompts to connect your Freshdesk account
  3. Your existing data will begin syncing into Plain
A large history takes time to come across. To stop syncing, return to Settings → Freshdesk importer and click Disconnect.