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
- CMDB/ITAM you can trust. Fast CMDB population via Lansweeper (asset discovery) and optional Virima (discovery + service mapping) accelerates time to value. Lansweeper Virima
- Workflow flexibility. Rebuild processes around your SLAs, service catalog, approvals, and automations without shoehorning.
- Partner delivery in FR/BE/LU. SMC designs, implements, migrates, trains, and supports locally.
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. Freshservice+1
- Identity: If you provision users to Freshservice via Entra (Azure AD) SCIM, we’ll review mappings to replicate in Halo. Microsoft Learn Freshworks
- Discovery/CMDB: For hardware/software, Freshservice’s Discovery Probe/Agent helps confirm current inventory before we rebuild CMDB in Halo. Freshservice+1
Internal links:
- HaloITSM overview · Compare vs Freshservice
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. HALO
- Okta SSO (where applicable). support.halosecurity.com
Collaboration & channels
DevOps & incidents
- Jira Software (two-way sync), Azure DevOps (work items). HALO
- PagerDuty (on-call & incident response). Freshservice
- Microsoft 365 / Outlook mailbox connection for ticketing. HALO
Endpoints & CMDB
- Intune device import to seed assets. HALO
- Lansweeper asset sync; optional Virima for automated discovery & service mapping. Lansweeper Virima
Extensibility
- Halo REST API for any bespoke migration/automation. HALO
Internal links
- Book a demo · Pricing
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. Freshservice+1 Freshworks Community
- Load into HaloITSM: via built-in importers and the Halo API for custom objects/attachments. HALO
- Assets/CMDB: prefer authoritative rebuild from Lansweeper (and Virima if you need service mapping), then link tickets to the correct CIs. Lansweeper Virima
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. HALO Freshservice+1
- Hypercare (1–2 weeks): fast fixes, report tuning, extra training.
Internal links
What we migrate (and how we treat it)
| Area | How we handle it |
|---|---|
| Users & agents | Sync from Entra/Okta into Halo; map roles & groups. HALO support.halosecurity.com |
| Tickets & SLAs | Export (CSV/scheduled/API) → transform → import; preserve IDs in a reference field where needed. Freshservice+1 |
| Knowledge | Export HTML/attachments where accessible; re‑format to Halo KB; update internal links. |
| Service catalog | Rebuild request types & approvals to leverage Halo’s forms & automations. |
| Assets/CMDB | Rebuild from Lansweeper (and Virima for mapping), then relate tickets. Lansweeper Virima |
| Integrations | Re-establish mail, Teams/Slack, Jira/Azure DevOps, PagerDuty, Intune, etc. HALO+1 Freshservice HALO |
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 (docs)
Microsoft Entra ID (Azure AD)
Halo SSO/provisioning. HALO
Microsoft Teams
Halo guide for notifications/chatbot/embedded portal. HALO
Microsoft Intune
Halo guide for device import (Graph permissions). HALO
Jira Software / Azure DevOps
sync tickets - issues/work items. HALO
PagerDuty
official Halo integration for incident response. Freshservice
Lansweeper
official integration to pull discovered assets to Halo. Lansweeper
Virima
discovery + service mapping for an accurate CMDB. Virima
Halo REST API
Halo REST API — for custom loads/automations. HALO
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. Freshservice Freshworks Community
We switch you to Entra (Azure AD) or Okta SSO with Halo and replicate provisioning mappings; Freshservice has Azure AD SSO/SCIM as well, so we align attributes during the cutover. HALO Freshservice Microsoft Learn
We prefer authoritative discovery: Lansweeper feeds assets into Halo; Virima adds automated discovery and service mapping, which speeds up incident/change impact analysis. Lansweeper Virima
Yes—Halo 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. HALO Freshservice
We plan a parallel run (read-only Freshservice) and a short cutover window (often hours, not days) to switch email, SSO, and chat integrations.
