Freshdesk → GuruSup
Migrating from Freshdesk to GuruSup
Moving from Freshdesk to GuruSup is not about swapping one ticket queue for another: GuruSup is an omnichannel platform that plugs into your company's systems and resolves requests. That is why the switch happens in phases. Your team can stay on Freshdesk while the pilot works on the use cases you have chosen, and you decide when each one starts resolving on its own.
Migrate by department, by use case or all at once: you set the pace and GuruSup adapts to it.
Keep Freshdesk alongside, or replace it?
The first step is deciding what role Freshdesk will play, because migrating is not the only option and the work looks very different in each case.
Freshdesk keeps running. Your team carries on in Freshdesk and GuruSup is tested in a pilot on the use cases you choose. Everything else works as it does today.
GuruSup takes over. GuruSup takes over the channels and the support inbox, with its own agents, metrics and escalation to people. It makes sense if you want to bring together what is currently split across Freshdesk, Freshchat and Freshcaller.
Start in parallel. The most common route is to start in parallel and consider replacing Freshdesk once the pilot has produced data.
What moves from Freshdesk to GuruSup
This is not about copying one database into another. What comes across to GuruSup is your team's knowledge and way of working, which is what the agents are configured from.
Articles and canned responses. Your Freshdesk knowledge base and your team's canned responses are the first source the agents answer from.
Your policies, turned into rules. Deadlines, return policies and exceptions become business rules the agent applies to every case.
Your history stays in Freshdesk. Closed tickets stay in Freshdesk. While both tools run side by side, nothing has to move for service to keep working.
No disruption for your customers
What worries a support lead most is the customer noticing the change. So the work is organised to make sure they do not.
Everything starts in draft. The agent prepares the reply and someone on your team approves it. Nothing goes out unreviewed until you decide otherwise.
One use case at a time. The pilot focuses on one case with real volume and a measurable result, not on the whole operation.
You can always roll back. If a use case does not deliver the expected result, it is switched off and goes back to its previous flow without affecting the rest.
The numbers that tell you whether the switch is working
A decision like this is made with data. It is worth setting these metrics before you start, so you can compare them once the pilot is running.
Queries resolved unaided. Conversations closed without human intervention, not the ones the system has merely touched.
First response and resolution. The average time for each, before and after the switch.
Satisfaction and volume. Satisfaction by channel and by agent, and how much volume stops reaching your team.
How the migration moves forward, phase by phase
Connect
The channels and systems the first use cases need are connected: CRM, ERP, ecommerce or Freshdesk itself through its API.
Test
One use case with real volume is chosen, replies go out as drafts and a customer success contact works alongside you.
Launch
What has been validated goes automatic, and you move forward with three or four priority agents instead of taking on everything at once.
Measure
Resolution, times and satisfaction are reviewed, and the next use case is chosen.
What we need from your technical team
The technical side is limited. Connecting Freshdesk only requires authorising access to its API from your account, with the permissions you approve and revocable at any time, and the exact scope is agreed with the team during implementation. Where you do need someone from IT is to grant access to the systems the agent has to look up or act in.
Agents are configured from the platform, with no technical profile needed. Bespoke integrations and more complex processes are handled with our team. All of GuruSup's infrastructure is hosted in the European Union.
Today and after the switch
Your support on Freshdesk today, and on GuruSup after migrating
This is how your operation changes once the migration is complete. How far it goes depends on your channels, the systems you connect and the features you sign up for.
| Capacidad | After, with GuruSup | Today, with Freshdesk |
|---|---|---|
| Company profile | For mid-market and enterprise companies whose processes run across several systems and departments. | Aimed mainly at SMBs, with a cost that rises with every agent you add. |
| Ticket volume | Thousands of queries a month: the repetitive ones are resolved without human intervention and peaks are absorbed without hiring. | More volume means more agents or longer waits for the customer. |
| How you pay | You pay by conversation volume, so growing the team does not make the tool more expensive. | Per agent and per plan, with Freddy AI as an add-on and Freshchat or Freshcaller on top if you need full chat and voice. |
| What the AI does | It handles the query, carries out the work in your systems and confirms it to the customer. | Freddy AI helps the agent with suggestions, categorisation and summaries, and autonomous resolution is limited. |
| Company systems | API connections to your CRM, your ERP and your internal tools, with hands-on help for bespoke integrations. | An app marketplace from the Freshworks ecosystem and rule-based automations. |
| Channels | Omnichannel with process automation: the conversation arrives on any channel and the work gets done in your systems. | Email, chat and social; WhatsApp runs through Freshchat and voice through Freshcaller, which are separate products. |
| Knowledge | Brings together each department's knowledge and adds your team's experience through automated interviews. | Built-in knowledge base for self-service, separate from the rest of your systems. |
| Control over the migration | You start in draft, automate only what has been validated and can switch off a use case without affecting the rest. | Rule-based automations, with a cap on actions in the entry plans. |
| Rollout | In phases, with a customer success contact through setup and the pilot. | Basic setup is fairly quick; getting full chat and voice means rolling out other products. |
We map out your move from Freshdesk to GuruSup with you, based on your data
In a 20-minute demo we look at your volume, your channels and your systems, and suggest the use case to start with and the results to expect from the pilot.
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