Migrate from Freshservice to HaloITSM with a plan your service desk can live through: the history you need preserved, workflows rebuilt the way you work today, your Microsoft and DevOps integrations reconnected, and a planned cutover with hypercare. SMC Consulting's ITIL v4 certified consultants run it in four phases, each closed by a milestone you sign off.
Service desk and ITSM leads, IT managers and operations teams who have decided, or are about to decide, to move from Freshservice to HaloITSM. The triggers we hear most often are factual, not a verdict on Freshservice:
Our advice is independent. If you choose HaloITSM, we can also supply the licences as its certified partner, and we tell you so up front.
Not sure yet? Compare HaloITSM and Freshservice first, fact by fact. Leaving another tool? See migration to HaloITSM or, for any source and target, ITSM migration. Why HaloITSM is our pick is on our HaloITSM page.
Still comparing tools? Our comparison of the 10 best ITSM tools puts HaloITSM next to the alternatives, criterion by criterion.
HaloITSM includes the CMDB and asset management in its per-agent price, with no limit on the number of assets.
Standard, normal and emergency changes with CAB reviews, and problems linked to incidents, known errors and changes.
SaaS in the AWS Frankfurt region, a private cloud, or a self-hosted edition on your own infrastructure.
Entra ID single sign-on, Teams for tickets and approvals, Intune and Lansweeper feeding the inventory.
A live HaloITSM demo on your own scenarios, or a free trial: 30 days, 15 of them guided by SMC Consulting.
We list the integrations your service desk depends on in phase 1 and test each one before cutover.
Single sign-on and user provisioning with Microsoft Entra ID (or Okta), with least-privilege roles.
Shared mailboxes turned into tickets, with routing and signatures handled.
Notifications, ticket creation and follow-up from Teams, set up for your tenant.
Managed devices from Intune and network discovery from Lansweeper feed the HaloITSM inventory and CMDB.
Work items synced with tickets where engineering is involved, within the scope agreed in phase 1.
PagerDuty for on-call escalation, and the HaloITSM API for the specific objects and automations you rely on.
Freshservice data is exported by CSV or through its REST API, then mapped field by field into HaloITSM. What moves, and how much history, is decided in phase 1 and tested in a pilot migration.
| Area | What we usually migrate | Approach | Points to settle |
|---|---|---|---|
| Identity and access | Agents, requesters, groups, roles | Rebuilt with Microsoft Entra ID (or Okta) for single sign-on and provisioning | Attribute mapping, least-privilege roles |
| Tickets | Open tickets and a chosen history window (for example 12 to 24 months) | Freshservice export and API | Volume, attachments, conversation detail, API limits |
| Service catalogue | Catalogue items and their approvals | Rebuilt in HaloITSM | A chance to simplify forms and approval routing |
| Knowledge base | Articles and attachments, when feasible | Export, reformat, re-import | Permissions, internal links, formatting |
| Assets and CMDB | CI records and relationships | Rebuilt from discovery (Lansweeper, Intune) plus targeted imports | Data quality, relationship model, reconciliation rules |
| SLAs and workflows | SLA targets, business hours, automations | Redesigned in HaloITSM, not copied rule by rule | Which rules still serve a purpose |
The step-by-step checklist, with the data protection points, is in our Freshservice to HaloITSM migration guide.
Each phase ends with a milestone, a formal sign-off, so risk stays low. A typical migration runs over 8 to 16 weeks in total; we commit to a schedule once phase 1 has measured your data and integrations.
Freshservice configuration inventoried (processes, fields, SLAs, catalogue, knowledge, assets), target design and source-to-target mapping agreed. Milestone: scope signed off.
HaloITSM configured and the integrations above reconnected and tested end to end. Milestone: ready for data migration.
Pilot migration, reconciliation counts, sampling checks and a permissions review, then the full load. Milestone: data validated.
A parallel run with Freshservice kept read-only as a fallback, the cutover checklist, then close support and adoption help. Milestone: go-live signed off.
Who need traceability kept: tickets, SLAs and approvals.
Who want the migration risk controlled and a schedule they can commit to.
Who cannot afford integration regressions on single sign-on, Teams, DevOps or on-call.
It depends on the data, workflows and integrations in scope. For a mid-market ITIL scope, our comparison guide gives 8 to 16 weeks across the four phases (discovery, build, data, cutover and hypercare). We commit to a schedule once phase 1 is done.
Yes. Most teams migrate open tickets plus a chosen history window; full history is possible. We confirm the depth (conversations, attachments, volume) in phase 1 and validate it in a pilot. The old history can also stay available separately for audits.
We rebuild them rather than copy them: discovery from Lansweeper or Intune creates current records, and targeted imports add what discovery cannot see. Relationships are rebuilt with your service owners. See the CMDB in HaloITSM.
Yes, and we recommend a short parallel run: HaloITSM takes new tickets while Freshservice stays read-only as a fallback until the final sign-off.
Yes: ServiceNow, TOPdesk, EasyVista, Ivanti, Jira Service Management, GLPI and others. See migration to HaloITSM, or ITSM migration if the target is another tool.
We plan the cutover to keep it short, thanks to the parallel run and end-to-end tests. The exact window depends on the data volume and the channels to switch, and is agreed in advance.
Book a live HaloITSM demo on your own scenarios. You can also start a free trial: 30 days, 15 of them guided by SMC Consulting.
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