Migration
Switch to Theymes without slowing down your support team
Move from Zendesk, Freshdesk, Helpshift, Intercom, or a custom support setup into Theymes with a clear migration path, ready-made tooling, and hands-on support from people who understand enterprise customer operations.
The real blocker
Why switching feels harder than it is
Most support teams do not stay on old systems because they love them. They stay because switching sounds risky.
There are tickets, macros, tags, help center articles, translations, customer histories, custom fields, routing rules, integrations, internal processes, reporting habits, and years of "this is just how we do it" hidden inside the current setup.
That is exactly why Theymes treats migration as part of the product experience, not as an afterthought.
No rebuilding from scratch
Your data, workflows, and structure move with you.
No pausing support operations
The migration is designed around your live operation.
No figuring it out alone
The migration is planned, mapped, tested, and supported.
What moves with you
We migrate the core pieces of your support operation
Tickets & conversations
Open tickets, closed tickets, historical conversations, agent replies, internal notes, attachments, metadata, statuses, tags, and assignment info.
Knowledge base content
Help center articles, categories, sections, drafts, published states, localized versions, formatting, media, and related article structures.
Users, agents & teams
Support agents, admins, team groups, roles and permissions, assignment ownership, escalation groups, and regional or language-based teams.
Tags, fields & structure
Tags, custom fields, contact reasons, issue categories, priority models, statuses, queue structures, assignment rules, and reporting dimensions.
Automations & workflows
Routing logic, triage flows, saved replies, macros, SLA processes, escalation paths, AI resolution flows, and human review steps.
Reporting & analytics
Contact reasons, ticket volumes, resolution states, response time tracking, team dimensions, deflection metrics, and historical trend continuity.
For some teams, it makes sense to migrate the full history. For others, it is better to bring only recent or active data. We help you choose the cleanest path.
Migration process
A controlled process, not a single import button
Theymes migration follows a clear path from mapping to launch.
Map your current setup
We understand your system, teams, workflows, content, and what matters most before anything moves.
Define migration scope
Together we decide what moves, what stays archived, and what gets cleaned up during the transition.
Prepare the data
Fields, tags, statuses, users, and categories are mapped, normalized, and validated before import.
Run a test migration
A controlled test import lets your team review formatting, mapping, and data quality before going live.
Configure Theymes
Teams, queues, AI workflows, knowledge base, escalation paths, and reporting views are set up around your process.
Run production migration
The final migration runs as a planned cutover, phased rollout, or parallel run depending on your needs.
Support through launch
Agent onboarding, admin training, workflow walkthroughs, AI guidance, and post-migration cleanup.
Not sure how complex your migration is?
We can review your current support setup and help define the cleanest path into Theymes.
Migration paths
Ready-made migration tooling for the platforms you use
Freshdesk to Theymes
What can be migrated
Tickets, conversations, contacts, agents, groups, tags, custom fields, statuses, priorities, notes, replies, attachments, knowledge base articles, categories, canned responses, and workflow logic.
Recommended approach
Start with ticket and knowledge base mapping first. Freshdesk setups can become highly customized, so it is useful to review which fields and automations are still actively used before bringing everything over.
Good opportunity to improve
- Old tags
- Duplicated categories
- Underused custom fields
- Too many ticket statuses
- Outdated canned responses
- Workflow rules that have grown difficult to maintain
Enterprise
Enterprise migrations need more than data import
They need stakeholder alignment, risk control, rollout planning, and clear ownership. Theymes supports enterprise migrations with a structured process.
After migration
What changes for your team
Switching to Theymes is not only a tooling change. It is a chance to move support work into a more intelligent operating model.
Agents get more context
Agents work with migrated customer history, knowledge base content, and AI-assisted suggestions in one place.
Support leaders get clearer structure
Simplify old workflows, clean up reporting dimensions, and build a more reliable foundation for insight.
AI becomes part of the workflow
AI supports triage, knowledge discovery, drafting, summarization, automation, and guided resolution from day one.
Customers get a smoother experience
A cleaner support setup leads to better self-help, faster answers, and more consistent communication.
Migration models
Choose the rollout model that fits your organization
Full switch
Move your team into Theymes with a planned cutover. Best for teams that want a clean transition and have a clear launch window.
Phased rollout
Move one team, region, product, or channel first, then expand. Best for larger organizations that want to reduce risk and learn before rolling out broadly.
Parallel run
Run Theymes alongside your current system for a limited period. Best for teams that want to validate workflows and team adoption before fully switching.
Fresh start with archive
Move active work and knowledge into Theymes while keeping older historical data archived. Best for teams that do not want to bring years of outdated complexity into the new system.
Custom migration
Use a tailored migration plan based on your systems, data model, integrations, and internal processes. Best for enterprises with complex support architecture.
We move the support operation, not just the records
Most migration projects focus on moving data from one database to another. That is not enough. Theymes looks at the data, but also the workflows, team habits, content structure, AI readiness, reporting needs, and the customer experience around it. The result is not just your old system in a new UI. The result is a cleaner foundation for agentic AI support.
Preserve what matters
Important history, knowledge, structure, and workflows should not disappear during the move.
Clean up what slows you down
Remove outdated tags, unused fields, old automations, and messy structures.
Validate before launch
Test migrations help your team review the result before the production switch.
Design for the next system
The goal is not to recreate every old limitation. The goal is to move into a better model.
FAQ
Frequently asked questions
Ready to move without starting over?
Switch to Theymes with a clear migration plan, ready-made tooling, and support for your existing data, workflows, and teams.