Migrate from Freshservice
to HaloITSM

Move without disruption: preserve ticket history, rebuild workflows, and reconnect your
critical integrations (Microsoft + DevOps) with a planned cutover and hypercare.

Typical timeline: 6–12 weeks depending on scope (data depth, workflows, integrations).

Book a HaloITSM demo
Compare HaloITSM vs Freshservice
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Who this is for

For Service Desk / ITSM leads, IT Managers / CIO offices, and Ops teams who need to:

  • Reduce migration risk and avoid service disruption
  • Keep traceability (tickets, SLAs, approvals)
  • Prevent integration regressions (SSO/Teams/
    DevOps/on-call)
  • Drive fast adoption for agents and end users
IT service desk migration illustration

You’re in Good Company

100,000+ users in 75+ countries rely on HaloITSM to deliver IT services at speed. Join leading organizations like
Microsoft, University of Cambridge, Sky, and Cardiff Council who trust our HaloITSM consulting expertise.

HaloITSM service desk setup illustration

What your team gets

HaloITSM service desk features icon

An operational HaloITSM service desk

queues, SLAs, forms, service catalog, permissions.

IT service continuity icon

Business continuity

Parallel run + short, planned cutover (Freshservice kept read-only/fallback until final validation).

ITSM data migration icon

Useful data migrated

open tickets + selected history window, users/teams, categories, key custom fields (knowledge base when feasible).

ITSM integrations icon

Critical integrations reconnected (based on your stack)

SSO/SCIM with Microsoft Entra ID (Azure AD), Microsoft Teams, Microsoft Intune, DevOps sync via Azure DevOps (and Jira if used), on-call with PagerDuty, discovery/CMDB feed via Lansweeper (and optional service mapping with Virima), plus extensions via the HaloITSM API.

Why teams move from Freshservice to HaloITSM

Microsoft ecosystem compatibility icon

Stronger Microsoft alignment

Entra ID (SSO + SCIM), Teams-first collaboration, Intune-driven asset bootstrap.
CMDB and IT asset management icon

More reliable CMDB/ITAM foundation

discovery-first approach with Lansweeper (and optional Virima service mapping).
Flexible ITSM workflows icon

More adaptable workflows

SLAs, approvals, automations and catalog structure aligned to how your IT really operates.
IT service governance icon

Better data governance & reporting

controlled extraction from Freshservice and clean mapping into HaloITSM.

SMC Consulting method: 4 phases, 4 milestones

Each phase ends with a milestone (a formal validation checkpoint) to keep risk low.

Discovery phase icon

Discovery & target blueprint
(1–2 weeks)

Goal: Confirm scope, define the target HaloITSM design, and agree the data/integration strategy.

Milestone: Scope signed-of

Deliverables

  • Freshservice configuration inventory (processes, fields, SLAs, catalog, KB, assets/CMDB)
  • Target blueprint (process + channels + permissions)
  • Source-to-target mapping matrix (statuses, categories, custom fields, teams)
  • Project plan + risk register + decisions (ticket history window, KB strategy, CMDB strategy)
HaloITSM build and integration icon

HaloITSM build & “Day-1” integrations (2–4 weeks)

Goal: Configure HaloITSM and reconnect the integrations your service desk depends on.

Milestone: Ready for data migration (end-to-end tests passed)

In scope (depending on your stack)

Data migration icon

Data migration & validation
(1–3 weeks)

Goal: Migrate what you need for continuity, compliance, and reporting.
Quality controls: Pilot migration, reconciliation counts, sampling checks, permissions review
Milestone: Data validated

Typical scope

  • Open tickets + selected history window
  • Users/teams, categories, key custom fields
  • Knowledge base + attachments (when feasible; confirmed in Phase 1)
  • Assets/CI: rebuild relationships via discovery + targeted imports if required
Cutover and hypercare icon

Cutover & hypercare
(1–2 weeks)

Goal: Go live with minimal friction and stabilize quickly.

Milestone: Go-live signed of

What you get

  • Parallel run + Freshservice kept read-only/fallback until final sign-of
  • Cutover checklist (SSO, channels, Teams, KB links, integrations)
  • Hypercare (fast fixes + post go-live optimization + adoption support)

What we migrate and how

Area What we typically
migrate		 Approach Key considerations
Identity & access Agents, requesters,
groups, roles		 SSO/SCIM via Entra ID
(Azure AD) or Okta		 Attribute mapping, least-privilege
roles, access governance
Tickets Open tickets + history window
(e.g., 12–24 months)		 Freshservice exports +
API (if required)		 Volume, attachments,
level of detail (conversations/
notes), API/plan limits
Service catalog Catalog items + approvals Rebuild in HaloITSM Opportunity to simplify/
standardize; approval
routing and forms
Knowledge base Articles + attachments
(when feasible)		 Export / reformat / re-import Permissions, internal links,
formatting differences
CMDB / assets CI records and relationships Rebuild via discovery
(Lansweeper/Virima) +
targeted imports		 Data quality, relationship
model, reconciliation rules
Integrations Teams, Intune, Jira/Azure
DevOps, PagerDuty, etc.		 Reconnect + end-
to-end testing		 Validate real-life scenarios before
cutover (“Day-1 readiness”)
Risk controls

Risk controls

  • Validation milestones at every phase (scope, integrations, data, go-live)
  • Pilot migration + QA checks before final cutover
  • Access & permissions review (SSO/SCIM, roles, KB permissions)
  • Cutover plan + rollback plan (if needed)

Next steps

Pick the fastest path forward
Book a HaloITSM demo
Get pricing & timeline
Compare HaloITSM vs Freshservice
Download the migration checklist

Day-1 integrations we
reconnect

Based on your environment, we prioritize integrations that
drive continuity and adoption.

Identity and access management integration icon

Identity & access

SSO + SCIM provisioning with Microsoft Entra ID (Azure AD) (or Okta)

Microsoft Teams collaboration integration icon

Collaboration & channels

  • Microsoft Teams: notifications, request creation/tracking, embedded experience (configuration-dependent)
  • Microsoft 365 email-to-ticket (shared mailboxes, routing, signatures)

Endpoint inventory and CMDB integration icon

Endpoint inventory & CMDB feed

DevOps and on-call incident management integration icon

DevOps & on-call

  • Azure DevOps: work item sync (scope-defined)
  • Jira sync (if used)
  • PagerDuty: on-call escalation / incident coordination

API and system extensibility integration icon

Extensibility

HaloITSM API for custom integrations and specific data objects

Team collaborating on IT service management integrations

Our Blog

FAQ Freshservice to HaloITSM migration

Yes. Most teams migrate open tickets + a defined history window (e.g., 12–24 months). Full history is possible; we confirm
depth (details, attachments, volume) in Phase 1 and validate the approach via a pilot.

We replicate your identity model with Microsoft Entra ID (Azure AD) (SSO + SCIM) or Okta, then validate roles and permissions
before go-live.

We use a discovery-first approach: Lansweeper for asset discovery, with optional Virima service mapping to accelerate
CMDB quality and impact analysis.

Yes. We reconnect and test key scenarios (ticket creation, notifications, portal/bot experience) with Microsoft Teams
(and Slack if used) before cutover.

We aim for a minimal cutover window thanks to parallel run and end-to-end testing. The exact downtime depends on
scope (data depth, integrations, channels).