Anyone with experience migrating FreshService to JSM?

[Mags K]

Would appreciate some insight into the migration process. What tools did you use, what issues did you encounter... are there any features that are not possible to migrate?

[Ankita Mehta · Accepted solution]

Hi @Mags K

Yes, migrating from Fresh service to Jira Service Management (JSM) is absolutely doable — but a smooth transition depends on planning and the tools you use.

Here are some key things to consider:

• What exactly are you migrating?
  Just tickets, or also SLAs, workflows, attachments, KBs, assets, and users? Some of these need special handling to avoid data loss or behavior changes.
• Structural differences:
  Freshservice and JSM don’t map 1:1. For example, SLAs, ticket types, and automation rules often need to be redefined or reconfigured.
• Internal notes & audit history:
  These don’t always migrate cleanly. You might need custom mapping to retain this info properly.
• Team access during migration:
  If your support team still needs to work in Fresh service while migration is underway, make sure your approach allows for zero/minimal downtime or supports incremental sync until cutover.
• Cutover vs phased move:
  Decide if you’ll do a big-bang switch or migrate in phases. For phased moves, keeping data in sync between both systems is key.
• Compliance needs:
  If audit history and traceability matter, confirm that everything (including timestamps, user data, and actions) is preserved accurately.

Migration options:

• CSV/Excel Export + Jira Import: Basic but limited and manual
• Custom Scripts via API: More control but needs dev effort and testing.
• Prebuilt Migration Tools: Best for full, reliable, and automated migrations.

You may consider OpsHub Migration Manager (OMM)— a trusted Atlassian partner with over a decade of experience in migrations. It supports full fidelity transfer of tickets, comments, SLAs, users, attachments, and more — even allowing teams to keep working on the source system while migration is in progress.

Feel free to reach out for more questions or request a demo.

Good luck with your migration journey!:)

[Dave Rosenlund _Trundl_]

Hi, @Mags K 👋 

I do not, however I work for a Platinum Atlassian Solution Partner who has done this sort of thing a number of times AND I know some of the customers who are on the other side of the migration now.

You can find me easily on LinkedIn (just click on on profile here, it has a link) if you'd like me to see if one ore more them would be willing to chat with you.

Whether you choose to do that, or not, best of luck to you.

-dave

Atlassian Community Champion
>> ITSM/ESM Masters 
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