Migrate from Freshdesk to FreeScout when email is the core of support
If your team uses Freshdesk mainly as a shared email inbox, FreeScout covers that job with unlimited agents, tickets and mailboxes in the free core, and the work ahead is mostly data conversion, mailbox re-creation and rebuilding saved replies and workflows. The renewal or pricing change that prompted this review is usually the trigger, but the migration itself is a project in its own right, and it should be scoped before anyone changes a mail routing rule. The Freshdesk side is straightforward: an account administrator runs the export from Admin, Account, Account Details, Export data, which delivers tickets, solutions, forums and customers as XML on every plan. The harder part is that XML is not a format FreeScout imports directly, so someone has to map Freshdesk fields to FreeScout conversations, customers and mailboxes.
Two routes are available. FreeScout's migration service moves data for you, while an import through the FreeScout API lets your own engineers or an implementation partner script the load and test it against a staging instance. Ask the vendor what the service covers, which source fields it maps, how attachments and customer records are handled, and what you must provide. Whichever route you pick, confirm with FreeScout which Freshdesk data types are in scope. Mailboxes must be re-created and their IMAP, POP3 or SMTP settings, plus OAuth for Microsoft 365 or Google Workspace, verified before cutover so that inbound mail keeps arriving. Saved replies and automation rules are not carried across by the export, so budget time for rebuilding them. Keep the Freshdesk account active and read-only until you have checked the migrated history against a sample of closed tickets.
Several Freshdesk features map to paid FreeScout modules rather than the free core. Knowledge Base, Satisfaction Ratings, Time Tracking and Workflows are sold as lifetime licenses for a single instance, and LDAP Integration and SAML SSO cover directory sign-in. The AI Integration and S3 Storage modules are free. Confirm each module against your current Freshdesk plan, since you pay for only the modules you need and each one is a one-time purchase per instance, with lifetime updates. Recurring costs are mainly hosting, the administrator's time, and any external partner's fees for the migration and mailbox setup.
Which Freshdesk capabilities map to FreeScout and which need rework
This table maps the Freshdesk features a shared inbox team typically relies on to FreeScout's free core and its paid modules. Each row is marked clean, needs rework or gap, so you can see where FreeScout covers the function directly and where you will rebuild it. Confirm module behavior against your own Freshdesk configuration before you commit, because the mapping is based on feature names and module descriptions rather than a side-by-side test.
| Freshdesk capability | FreeScout equivalent | Status | What to confirm |
|---|---|---|---|
| Email channels and shared mailboxes | Core mailboxes over SMTP, IMAP and POP3, with OAuth for Microsoft 365 and Google Workspace | Clean | Test each mailbox's routing, forwarding rules and sender addresses |
| Tickets and conversation threads | Core conversations with collision detection and agent assignment | Clean | Check status names and custom ticket fields you use daily |
| Customer records | Core customer profiles created from email senders | Needs rework | Map company fields and merge duplicates after import |
| Knowledge base and solutions | Knowledge Base module (paid, lifetime license) | Needs rework | Rebuild articles and categories; confirm public portal layout |
| Satisfaction surveys (CSAT) | Satisfaction Ratings module (paid, lifetime license) | Clean | Confirm survey wording and when ratings are sent |
| Time tracking | Time Tracking module (paid, lifetime license) | Clean | Confirm how billable hours and reports are exported |
| Automations and triggers | Workflows module (paid, lifetime license) for rule-based actions | Needs rework | Recreate each Freshdesk automation as a workflow and test it |
| Saved replies and canned responses | Core saved replies, recreated per mailbox | Needs rework | Re-enter templates and check variable placeholders |
| Mobile apps | Android and iOS apps support the same functionality and modules as the web version | Clean | Verify app access for each agent after modules are licensed |
| Single sign-on | SAML SSO module (paid) or LDAP Integration module (paid) | Needs rework | Confirm your identity provider and group mapping before cutover |
| Public API and webhooks | API and Webhooks module (paid); migration service and Zapier or Make integrations | Needs rework | Inventory Freshdesk integrations and check each one has an equivalent |
| Freshdesk Omnichannel chat and messaging | Not a core FreeScout function; some channels are listed in the README | Gap | Decide whether these channels stay on a separate tool |
Exporting Freshdesk data and choosing an import path
Moving from Freshdesk to FreeScout starts with the account export, then a choice between FreeScout's migration service and an import through its API. Each card below covers one step or decision, so you can scope the work before anyone touches the new instance.
Running the Freshdesk XML export
An account administrator opens Admin, Account, Account Details, then Export data. The export covers tickets, solutions, forums and customers as XML, and Freshdesk makes it available on every plan. Run it early, keep the file as an offline copy, and confirm that the export includes the attachments and conversation threads your team relies on before the cutover date is set.
Converting the XML before import
The Freshdesk XML is not a format FreeScout reads directly, so someone must map its ticket, requester, agent and conversation fields onto FreeScout's conversation, customer and user records. Plan for this conversion whichever path you choose. Ask whoever performs it to show a sample of converted tickets with threads, attachments and timestamps intact before running the full set.
FreeScout migration service or API import
FreeScout offers a migration service for moving data from other help desks, and it also provides an API. Ask the FreeScout team in writing which Freshdesk export files the migration service accepts, what it migrates, and what it leaves behind. If the service does not cover your data, an import through the API means your team or a contractor writes and tests the mapping code.
Re-creating mailboxes and saved replies
Freshdesk email addresses, shared inboxes and canned responses do not move on their own in most migration paths. Create one FreeScout mailbox for each support address, connect it over IMAP or OAuth for Microsoft 365 or Google Workspace, and rebuild saved replies as FreeScout canned responses. Test sending and receiving from each mailbox before you change MX records or forwarding rules.
Rebuilding integrations and channels
Zapier and Make connect to FreeScout through its API and webhooks, so any Freshdesk automation that pushes data to other tools must be rebuilt and tested against FreeScout endpoints. Inventory every channel Freshdesk handles, including chat, social and messaging. FreeScout centralizes email, WhatsApp, Telegram, Facebook, Slack and live chat sources, so confirm which of these you actually run before you plan the rebuild.
Checking which paid modules you need
Freshdesk features such as knowledge base, satisfaction ratings, time tracking and workflows map to paid FreeScout modules sold as lifetime licenses for one instance. Before you buy, list which Freshdesk features your team uses, then match each one to a module. Confirm the license terms and update policy on the FreeScout modules page, and budget for the admin hours needed to configure each module.
The migration sequence from inventory to decommission
This sequence moves a shared inbox from Freshdesk to FreeScout in controlled stages, so each mailbox is proven on a separate instance before any live mail is redirected. Each step ends with a written output and a decision gate that the team must pass before moving on.
Inventory mailboxes, agents, saved replies and automations
Start by listing every Freshdesk mailbox, product or email address that receives customer mail, along with the agents who work each queue, the saved replies (canned responses) they use and every automation rule or trigger that routes, tags or escalates tickets. Export the account from Admin, Account, Account Details, Export data, and keep that archive as the reference copy. The output is a single inventory sheet that maps each inbound address to its owner, its agents, its reply templates and its automations. Gate: the support lead signs off that nothing in the live queues is missing from the sheet.
Build a FreeScout pilot on a separate instance
Install FreeScout on a non-production server or subdomain using the Docker image or your own PHP, Nginx or Apache, MySQL, MariaDB or PostgreSQL stack, and confirm the runtime versions against the README before installation. Create one mailbox per inventoried address, connect it over IMAP and SMTP (or OAuth for Microsoft 365 and Google Workspace), and recreate the saved replies and rules for the pilot queue only. The output is a working pilot where test messages arrive, route and send correctly. Gate: a pilot agent can reply, assign and close a test conversation from each mailbox without errors.
Decide how to load historical tickets
Choose between FreeScout's migration service for other help desks and a custom import through the FreeScout API, which requires your own script to transform the XML export into API calls. Confirm with FreeScout which migration option covers your Freshdesk data and what it does not carry over, such as attachments, notes or agent assignments. If you build the import, load a sample of tickets into the pilot and check that customers, threads and timestamps match the source. The output is a written import method and a tested sample. Gate: a reviewer confirms the sample matches Freshdesk field by field before any bulk load.
Run a parallel period with new mail sent to both systems
While Freshdesk stays live, forward a copy of each inbound message to the FreeScout mailbox, or configure the shared address so both systems receive it. Agents keep working in Freshdesk as the system of record, and the pilot team checks that FreeScout threads, routing and saved replies behave as expected on real traffic. Track duplicates, missed messages and any mail that bounces or loops between systems. The output is a short log of parallel-run issues and their fixes. Gate: the duplicate and missed-message counts are at zero for an agreed observation window that the project lead records in writing.
Cut over mailbox routing and DNS
Schedule the cutover with the agents and the business owners of each address. Change the MX records, forwarding rules or connector settings so new mail for each inbox goes to FreeScout as the only destination, and update any SPF, DKIM or DMARC records that FreeScout's sending setup requires. Confirm with your DNS and email administrators how long propagation takes in your environment, since no propagation time is assumed here. Switch the Freshdesk mailbox connections off only after inbound mail is confirmed in FreeScout. The output is a confirmed routing table with the change record. Gate: test messages from external senders reach the right FreeScout mailbox and outbound replies pass SPF, DKIM and DMARC checks.
Keep Freshdesk read-only and archive the export
After cutover, set Freshdesk to read-only use for reference and let agents search historical tickets there while the archive is verified. Store the XML export, along with a checksum and a retention note, in the location your records policy names, and confirm that the archive can be opened and searched by someone outside the support team. Record which regulatory or contractual retention periods apply, as these are set by your own policies and counsel rather than by this guide. The output is a verified archive and a read-only Freshdesk account. Gate: the records owner approves the archive in writing.
Decommission Freshdesk once the archive is approved
When the archive is approved and no live queue depends on Freshdesk, cancel the subscription through your Freshdesk account owner or procurement contact, confirm the end-of-contract date and any data deletion steps in the contract terms, and remove integrations, API keys and agent accounts. Keep a record of the final export, the cancellation confirmation and the deletion request. Confirm with Freshdesk what happens to data after cancellation, since the vendor's terms govern it. The output is a closed Freshdesk account with documented evidence of decommissioning. Gate: finance and the records owner both confirm the closure in writing.
How FreeScout is hosted and what you run
FreeScout is a PHP application built on the Laravel framework, so the stack you operate is a web server, a PHP runtime and a database. It runs on Nginx, Apache or IIS with PHP 7.4 to 8.x, and stores data in MySQL 5.0+, MariaDB 5.0+ or PostgreSQL. For a Freshdesk replacement, the practical decisions are which web server your team already patches, which database you back up with existing tooling, and whether your PHP versions match the range the project supports. Confirm the exact PHP and database combination against the FreeScout README for the release you deploy, since supported versions change between releases.
The README says there are no minimum CPU or RAM requirements and that FreeScout can run on shared hosting. Treat that as a statement about the software, not a sizing guide. Production sizing depends on your inbound mail volume, attachment sizes, how many agents work the mailboxes at once, and whether you run scheduled mail fetching on the same host. Ask your team to measure current Freshdesk ticket and attachment volume, then run a load test on a staging instance. The project ships a Docker image and one-click installs through Softaculous, Cloudron and managed hosts, which shorten setup, but the same operational duties apply to every option: TLS, cron and queue workers, mail connectivity, backups and upgrades. The license is AGPL-3.0, so confirm with counsel how it applies if you modify the code. Validate the configuration against release 1.8.248, published on October 17, 2026, and check FreeScout releases for later patches before you go live.
What drives cost and duration in a Freshdesk to FreeScout move
This table lists each part of a Freshdesk to FreeScout move, who is paid for it, whether it is one-time or recurring, and what pushes it up or down. Use it to build a written scope and to check each line of a quote. No vendor prices are included because none were supplied; ask for each figure explicitly.
| Cost component | Who is paid | One-time or recurring | What drives it |
|---|---|---|---|
| Mailbox count | Your team for setup, or a DeployOpen engagement if scoped | One-time for setup, recurring for mail server upkeep | Each shared inbox needs its own mailbox, IMAP or POP3 connection, and SMTP sending settings. Ask for a per-mailbox breakdown in the quote. |
| Agent count | FreeScout is free per agent, so no license fee scales with headcount | Not applicable to licensing | Agent count still affects onboarding time, role setup and mobile app rollout. Confirm which accounts need admin rights. |
| Volume of history to convert | Your team or the migration provider for export and conversion | One-time | Freshdesk exports tickets, solutions, forums and customers as XML from Admin, Account, Account Details, Export data. Converting that XML into FreeScout's import path is the main effort, so ask how attachments and threads are handled. |
| Saved replies and workflows to rebuild | Your team or a services provider | One-time | Canned responses and automation rules are typically rebuilt by hand in FreeScout. Count them before scoping. FreeScout's Workflows module is a paid add-on, so confirm whether you need it on day one. |
| Zapier or Make integrations | Your team, or the integration developer you hire | One-time build, recurring if the automation service is hosted | FreeScout's README links Zapier and Make integrations. Check whether each existing Freshdesk automation has a supported equivalent before you commit to a timeline. |
| Identity integration (SAML SSO or LDAP) | FreeScout module vendor for the license, your identity team or a services provider for configuration | License one-time per instance with lifetime updates, configuration one-time | SAML SSO and LDAP Integration are paid modules on the FreeScout modules page. Confirm which directory and sign-in method your staff use, and whether OAuth for Microsoft 365 or Google Workspace is enough. |
| Hosting and infrastructure | Your cloud account, data center or hosting provider | Recurring | FreeScout needs PHP, a MySQL, MariaDB or PostgreSQL database and a web server. Cost rises with mailbox volume, attachment storage and backup needs. Ask for sizing and storage assumptions in writing. |
| Paid module licenses | FreeScout, for each paid module on a single instance | One-time per instance, with lifetime updates | Knowledge Base, Satisfaction Ratings, Time Tracking and Workflows are paid on the modules page. Each module is licensed per FreeScout instance, so a second instance may need its own purchase. Confirm the terms before you buy. |
| Admin time and ongoing support | Your staff, or a DeployOpen retainer if you choose one | Recurring | Upgrades arrive frequently (the releases page shows roughly weekly cadence), and each upgrade needs testing. Ask any provider whether upgrades, backups and monitoring are included in the quote or billed as a retainer. |
How the move differs for small, mid-size and regulated teams
A small team that uses Freshdesk mainly as a shared email inbox usually has a short list of mailboxes, a handful of agents and few or no automations. In this case the move is mostly about the core FreeScout install, mailbox connections and a clean set of folders and saved replies. The free core covers unlimited agents, tickets and mailboxes, so licensing rarely drives the decision. The main work is the export and the rebuild.
- Mailboxes: Each Freshdesk email address needs a matching FreeScout mailbox, with SMTP, IMAP or OAuth settings re-created and tested.
- Conversation history: Confirm whether older threads must be imported. The Freshdesk XML export is a conversion starting point, not a ready import file.
- Saved replies and tags: These are usually short lists that can be rebuilt by hand during cutover.
- Forwarding: Plan how existing customer addresses will reach the new mailboxes during the switch.
- Hosting: A single small server or a managed host is often enough, so confirm the operating model with your own administrators.
Check which Freshdesk features your team actually uses before you assume the free core is sufficient.
A mid-size team usually relies on more of Freshdesk: a public knowledge base, customer satisfaction surveys, time tracking for billable work and some workflow rules. In FreeScout these map to paid lifetime modules rather than to the free core. The Knowledge Base, Satisfaction Ratings, Time Tracking and Workflows modules are listed on the FreeScout modules page, so each Freshdesk feature in use should be matched to a module before the project is scoped.
- Module mapping: List every Freshdesk plan feature in use and match it to a FreeScout module, noting any gap that needs a custom build.
- Lifetime licenses: Modules are sold as lifetime licenses for a single FreeScout instance with lifetime updates, so count instances, including staging, before buying.
- Workflows: Rebuild automation rules and confirm that the Workflows module covers each condition and action you use.
- Knowledge base content: Freshdesk solutions and forums come out in the XML export and need conversion before they appear in the new help center.
- Reporting: Compare the reports your managers rely on with what FreeScout and its modules provide.
Ask the vendor to confirm current module prices, licensing terms and any support options for your environment.
A regulated team, such as one in banking, healthcare or the public sector, moves Freshdesk for reasons beyond cost. It needs single sign-on, a clear record of who changed what, and control over where customer data is stored. FreeScout offers OAuth for Microsoft 365 and Google Workspace in the core, and the LDAP Integration and SAML SSO modules are paid add-ons. Data residency is a function of where you host the server, so the hosting location becomes a design decision rather than a vendor setting.
- Identity: Map the required sign-in method to the core OAuth option or to the LDAP or SAML modules, and test role mapping with real administrator accounts.
- Audit evidence: Define which logs, change records and access reviews the assessors will ask for, and confirm what FreeScout records natively.
- Data residency: Choose the hosting region and confirm where backups, attachments and mail relays sit.
- Hardening and backups: Plan the web server, database and backup configuration, and the restore tests your controls require.
- Support: Decide who patches FreeScout and its modules, and whether an external partner or in-house team carries that duty.
Confirm each control expectation with your auditors and your own security team before work starts, because FreeScout itself does not provide certifications.
What usually goes wrong and how to prevent it
Most Freshdesk to FreeScout migrations fail in the handoff, not in the tooling. The risks below cover lost history, broken mail routing, messy data and an unplanned cutover, and each one has a check you can run before agents depend on the new inbox.
Lost email threads
Freshdesk's XML export contains tickets, customers and solutions, but a thread only survives if every reply, note and attachment is mapped into FreeScout conversations. Sample a set of long, multi-agent threads from Freshdesk and confirm each message, its sender and its timestamp appear in FreeScout in the same order. Treat any gap as a blocker before cutover.
Broken reply-to addresses
After cutover, customers reply to the address on their last message. If the mailbox DNS, forwarding rules or the IMAP connection still point to Freshdesk, replies land in a dead queue. Before you move the MX record or add forwarding, confirm the FreeScout mailbox fetches and sends in a test, and keep the old forwarding in place until the old queue is empty.
Duplicate customer records
Customers who wrote from two addresses, or whose names differ between Freshdesk and an imported contact list, can be created twice in FreeScout. Duplicates split conversation history and confuse ownership. Decide the matching rule first (primary email address is the usual choice), run a dry-run comparison of customer counts, and merge the duplicates before agents start working in the new inbox.
Saved replies that lose formatting
Freshdesk canned responses often contain HTML tables, signatures, merge fields and inline images that a plain text conversion strips or garbles. Before go-live, copy each saved reply into FreeScout, render it, and check placeholders and images. Retire replies nobody has used in the last several months rather than rebuilding them all.
Missing attachments
Attachments are the most common silent gap. Freshdesk's export references files that must be downloaded and stored again, and a failed download can leave an empty attachment with no error. Compare attachment counts per ticket between the source export and FreeScout, and open a sample of PDFs and images to confirm they render. Keep the original export archive for any file that does not match.
Unplanned module purchases
FreeScout's core is free, but knowledge base, satisfaction ratings, time tracking, workflows, LDAP and SAML are paid lifetime modules for one instance. Map each Freshdesk plan feature your team actually uses to a module, then buy only those, and confirm the lifetime license covers the instance you will run. Ask whether any feature you rely on is missing before you commit.
Cutover without a rollback path
If the migration is a one-way switch, a failed mailbox or missing data forces an emergency fix under load. Keep Freshdesk active and read-only for an agreed period, run a parallel period where both systems receive mail, and write down the exact steps and owners for reverting DNS and forwarding. Set the rollback decision point before cutover, not during it.
Questions buyers ask before moving from Freshdesk to FreeScout
Can our team migrate from Freshdesk to FreeScout without outside help?
Yes, if you have a Linux administrator who can run PHP and a supported database, and someone who can map Freshdesk settings to FreeScout. The core product is free under AGPL-3.0, so the software cost is zero. The work that takes judgment is converting the Freshdesk XML export, re-creating mailboxes, saved replies and workflows, and checking that email routing works before you switch. Teams with audit or data residency duties often bring in an implementation partner for hardening, backups and evidence. DeployOpen works under fixed-scope agreements, so ask for a written scope before any work starts.
What does the migration need from our staff?
The migration needs three roles, and they can be the same person in a small team. A Freshdesk account administrator must run the export from Admin, Account, Account Details, Export data, which Freshdesk makes available on all plans. A mailbox owner must confirm which shared addresses forward into Freshdesk and which DNS or forwarding rules change at cutover. An engineer must install FreeScout using the Docker image or a one-click install, configure SMTP and IMAP or OAuth for Microsoft 365 or Google Workspace, and set up backups. Agents need time to review re-created saved replies and workflows before go-live.
How long does a FreeScout migration take, step by step?
The length depends on the number of mailboxes, the ticket history you keep, and how many workflows need rebuilding, so no fixed duration applies. The steps run in order: export the Freshdesk data, install and harden FreeScout on a test host, import or load the data through the migration service or the API, re-create mailboxes and saved replies, rebuild workflows and modules, test email in both directions, then cut over mailbox forwarding. Ask any provider to break the plan into these steps with an effort estimate for each one before you commit.
What does the FreeScout migration service carry over?
The FreeScout README links a migration service for moving data from other help desks, and the API is the other route. Freshdesk's export contains tickets, solutions, forums and customers as XML, so those are the categories to test first. Confirm with FreeScout exactly which objects the service imports, how attachments and agent accounts are handled, and whether conversation threads keep their timestamps and status. Plan to re-create anything the service does not cover, including Freshdesk automations, canned responses and any custom fields that have no FreeScout equivalent. Run a sample migration and compare counts before importing the full history.
Which paid FreeScout modules replace Freshdesk plan features?
FreeScout sells modules as lifetime licenses for one instance, with lifetime updates. The main matches are Knowledge Base for Freshdesk solutions, Satisfaction Ratings for CSAT, Time Tracking, Workflows for automations, API and Webhooks for integrations, and SAML SSO or LDAP Integration for single sign-on and directory login. The AI Integration and S3 Storage modules are free. The core already includes unlimited agents, tickets and mailboxes. Check the current module list and prices on the FreeScout modules page, and compare each module with the specific Freshdesk plan feature your team uses today.
What recurring costs remain after FreeScout goes live?
Module licenses are one-time purchases per instance, so the recurring costs are operational. These include the server or managed host, storage and off-site backups, operating system and PHP patching, database upkeep, outbound email delivery, and the staff time needed to apply FreeScout releases, which arrive roughly weekly. Support is not a built-in subscription, so ask any provider whether it offers a support or retainer contract and what it covers. Costs rise with mailbox count, ticket volume, attachment storage and the number of environments you keep for testing.
Can FreeScout cover live chat, WhatsApp and social channels too?
The FreeScout README says conversations from email, WhatsApp, Telegram, Facebook, Slack and live chat can be centralized, so channel coverage depends on which integrations you enable. Email is the core strength, and most shared inbox teams rely on it first. Before you commit, list each channel your agents use today, confirm how FreeScout connects to it, and check whether that connection needs a module or an external service. If you need a broad omnichannel inbox, compare FreeScout against other self-hosted options before you start the migration.
Does the AGPL-3.0 license limit how we can run FreeScout?
FreeScout is licensed under AGPL-3.0, which allows you to run, modify and use it internally without a license fee. The main obligation to check is what happens if you modify the code and let users interact with it over a network, because AGPL-3.0 typically requires offering the modified source to those users. Confirm your reading of the license with your legal counsel, especially if you plan to customize the product or resell support around it. Keep a record of any code changes, and track the module licenses separately, since they are commercial terms sold by FreeScout.
What stays in your environment after the move
Moving to FreeScout changes where your support data lives, but only if you run the server yourself. Ticket bodies, customer records, mailbox credentials and attachments will sit on the web server and database you choose, in the data center or cloud account you name in your own environment. Decide the region and the hosting provider before the first import, because a later move means repeating the whole migration. Ask your FreeScout partner or hosting provider to write down where the database, the attachment storage and any mail relay sit, and which staff hold root or database access. If you plan to use the paid modules or the free S3 Storage module, confirm the bucket region and encryption settings as part of the same decision.
Your backup plan has two parts that must both be tested. The first is the MySQL, MariaDB or PostgreSQL database that holds conversations, threads, customers and settings. The second is the attachment store, which is the local storage directory or the S3 bucket if you enable that module. Restoring the database without the matching attachments leaves broken links in every conversation with a file. Run a restore into a separate instance at least once before cutover and again after the first month, and record how long the restore took. Keep the Freshdesk XML export from the account export page as an archived copy, stored under your own retention rules, because it is the only complete record of the source system once the Freshdesk subscription ends.
Running FreeScout also means ongoing administration that Freshdesk previously carried for you. Someone must own operating system and PHP patching, FreeScout version updates (the project publishes releases roughly weekly, so set a monthly review rather than updating blindly), mailbox credential rotation, TLS certificates and log retention. Assign these tasks to named roles with a runbook. DeployOpen plans, hardens, backs up, upgrades and documents self-hosted platforms in your environment and can support them under a retainer, but it does not issue audit reports or certifications. If your compliance program needs evidence for these controls, the independent auditor or certification body you engage decides what is sufficient, and you should agree with them early which records they will ask to see.
How DeployOpen scopes and runs a FreeScout migration
DeployOpen plans, implements, integrates, documents and supports self-hosted open-source platforms inside your own infrastructure, including FreeScout. For a Freshdesk move, we start from the written scope, then build and hand over a shared inbox that your team runs on its own servers.
How we scope
- We inventory the Freshdesk mailboxes, groups, saved replies, automations and paid features your team relies on today.
- We agree which mailboxes, folders and customer records move, and which history stays in the Freshdesk XML archive.
- Engagements are fixed-scope, so deliverables and timelines are agreed in writing before any migration work begins.
How we build
- We install FreeScout in your environment with the web server, PHP, database and mail settings your IT team approves.
- We reconnect SMTP, IMAP and OAuth for Microsoft 365 or Google Workspace mailboxes and test inbound and outbound mail.
- We recreate saved replies, workflows and any paid modules in scope, then test each one against real ticket scenarios.
How we hand over
- We deliver runbooks for installation, mailbox configuration, module licensing, backups and upgrades on your own servers.
- We document the XML conversion steps, the import checks and the decisions made about history that was not migrated.
- We walk your administrators through daily operation so the shared inbox can be run by your own staff after handover.
How we support
- Ongoing support, upgrades and continuous testing are available as a retainer after handover, scoped separately in writing.
- We can plan FreeScout version upgrades against the release cadence and test them before they reach production.
- Ask any provider to confirm in writing who holds the FreeScout module licenses and how updates are covered after handover.
