Migrate from Freshservice to HaloITSM
without the chaos
Switch with confidence. We move you from Freshservice to HaloITSM in a structured, low‑risk program—preserving history, rebuilding workflows, and re‑connecting your stack (Azure AD/Entra, Microsoft Teams, Intune, Jira/Azure DevOps, PagerDuty, and more). Typical timelines are 6–12 weeks depending on scope.
Ready to plan it?
Why teams make the move
- Microsoft-first environment. Tight SSO/provisioning with Microsoft Entra ID (Azure AD), Teams notifications/chatbot/embedded portal, and Intune device import make HaloITSM a natural fit for Microsoft‑centric IT. HaloITSM Integration with Microsoft Products
- CMDB/ITAM you can trust. Fast CMDB population via Lansweeper (asset discovery) and optional Virima (discovery + service mapping) accelerates time to value.
- Workflow flexibility. Rebuild processes around your SLAs, service catalog, approvals, and automations without shoehorning.
- Tickets & entities: Freshservice supports ticket exports (on‑demand) and scheduled data export for BI/ETL. We use these where API pull isn't preferred.
Your 4‑phase migration plan
Phase 1
Assessment & design (1–2 weeks)
We inventory your Freshservice setup and define the target design in HaloITSM.
What we capture:
- Ticket types, business rules, SLAs, custom fields, categories, teams, request forms.
- Service catalog & approvals; knowledge structure; asset/CMDB model.
- Integrations (Azure AD/SSO, Teams, email, Jira/Azure DevOps, PagerDuty, Intune, etc.).
Data sources & exports:
- Tickets & entities: Freshservice supports ticket exports (on‑demand) and scheduled data export for BI/ETL. We use these where API pull isn’t preferred.
- Identity: If you provision users to Freshservice via Entra (Azure AD) SCIM, we'll review mappings to replicate in HaloITSM
- Discovery/CMDB: For hardware/software, Freshservice's Discovery Probe/Agent helps confirm current inventory before we rebuild CMDB in HaloITSM via Lansweeper.
- Azure AD / Entra SSO + provisioning (SAML/SCIM), least-privilege roles.
Phase 2
Build & integrate (2–4 weeks)
We implement your HaloITSM tenant, workflows, forms, and core integrations.
Identity & access (Day 1 priorities)
- Azure AD / Entra SSO + provisioning (SAML/SCIM), least-privilege roles.
- Okta SSO (where applicable).
Collaboration & channels
- Microsoft Teams: notifications, chatbot use, presence, embedded self-service portal.
- Slack (notifications).
- Microsoft 365 / Outlook mailbox connection for ticketing.
DevOps & incidents
- Jira Software (two-way sync), Azure DevOps (work items).
- PagerDuty (on-call & incident response).
- Microsoft 365 / Outlook mailbox connection for ticketing.
Endpoints & CMDB
- Intune device import to seed assets.
- Lansweeper asset sync optional and Virima for automated discovery & service mapping.
Extensibility
- HaloITSM REST API for any bespoke migration/automation. HaloITSM API Documentation
Phase 3
Data migration (1–3 weeks)
We move the data you need for continuity and compliance.
Typical scope
- Tickets (selected history windows), requesters/agents/teams, categories, custom fields.
- Knowledge base articles and attachments (where feasible).
- Assets/CI relationships (re-built via Lansweeper/Virima + imports).
Mechanics
- Export from Freshservice: CSV exports and/or Scheduled Export endpoints; gaps can be bridged with the Freshservice API (where available). Note that some community guidance suggests full ticket detail exports may need to be pulled ticket-by-ticket via API plan accordingly.
- Load into HaloITSM: via built-in importers and the HaloITSM API for custom objects/attachments.
- Assets/CMDB: prefer authoritative rebuild from Lansweeper and Virima if you need service mapping, then link tickets to the correct CIs.
Quality gates
- Field-by-field mapping sign-off; sample reconciliations; attachment spot checks; permission audits.
Phase 4
Parallel run, cutover & hypercare (1–2 weeks)
- Parallel run (3–5 days): agents work in HaloITSM while Freshservice stays read‑only for history/edge cases.
- Cutover checklist: switch logins to Entra/Okta SSO, redirect email channels, enable Teams notifications/bots, update bookmarks/KB links.
- Hypercare (1–2 weeks): fast fixes, report tuning, extra training.
What we migrate (and how we treat it)
| Area | How we handle it |
|---|---|
| Users & agents | Sync from Entra/Okta into ; map roles & groups. |
| Tickets & SLAs | Export (CSV/scheduled/API) → transform → import; preserve IDs in a reference field where needed. |
| Knowledge | Export HTML/attachments where accessible; re‑format to HaloITSM Knowledge Base; update internal links. |
| Service catalog | Rebuild request types & approvals to leverage HaloITSM's forms & automations. |
| Assets/CMDB | Rebuild from Lansweeper (and Virima for mapping), then relate tickets. |
| Integrations | Re-establish mail, Teams/Slack, Jira/Azure DevOps, PagerDuty, Intune, etc. |
Risk controls we put in place
- Read-only retention of Freshservice until sign-off.
- Field-level mapping workbook (source → target) and dry runs.
- Audit & security review of SSO, roles, and knowledge permissions.
- Roll-back plan for cutover day.
Popular integrations we re‑connect on day one
Microsoft Entra ID (Azure AD)
HaloITSM SSO/provisioning.
Microsoft Teams
HaloITSM guide for notifications/chatbot/embedded portal.
Microsoft Intune
HaloITSM guide for device import (Graph permissions).
Jira Software / Azure DevOps
Sync tickets - issues/work items.
PagerDuty
Official HaloITSM Integration for incident response.
Lansweeper
Official integration to pull discovered assets to HaloITSM.
Virima
Discovery + service mapping for an accurate CMDB.
HaloITSM REST API
HaloITSM REST API — for custom loads/automations.
Frequently Asked Questions.
We typically migrate a representative window (e.g., 12–24 months) plus open items; full history is possible but may require API-based retrieval for complete detail. We’ll scope this precisely during the assessment.
We switch you to Entra (Azure AD) or Okta SSO with HaloITSM and replicate provisioning mappings; Freshservice has Azure AD SSO/SCIM as well, so we align attributes during the cutover.
We prefer authoritative discovery: Lansweeper feeds assets into Halo; Virima adds automated discovery and service mapping, which speeds up incident/change impact analysis.
Yes—HaloITSM has documented Teams and Slack integrations for notifications and chat; Freshservice also supports a Teams ServiceBot. We’ll re-establish what your agents and requesters use day-to-day.
We plan a parallel run (read-only Freshservice) and a short cutover window (often hours, not days) to switch email, SSO, and chat integrations.
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