Freshservice Migration:

Migrate 10,000+ Tickets to Freshservice: How Goodmans LLP Achieved a Flawless Enterprise Migration

Leading Canadian law firm completes complex CSV to Freshservice migration with zero downtime, powered by our migrateGenie AI accelerator
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At a Glance

Sector / Industry

Legal Services

Size

Enterprise

Migration Scope

10,000+ tickets and records from CSV exports

Challenges

Complex CSV dataset normalization and mapping, enterprise security & compliance, zero downtime requirement, and custom development needs

Solution

A bundled implementation and migration service, powered by our migrateGenie AI accelerator, that delivered a flawless, custom-configured environment from day one.

Services Provided

AI-Powered ITSM Data Migration to Freshservice

Client Overview

Goodmans LLP stands as one of Canada's premier business law firms, serving Fortune 500 companies and major enterprises across North America. With decades of experience in complex corporate transactions and regulatory compliance, Goodmans LLP maintains the highest standards for operational excellence and data security.

As a top-tier legal practice, Goodmans LLP required an ITSM solution that could handle enterprise-grade security requirements while supporting its sophisticated service delivery model. Their decision to migrate data to Freshservice represented a strategic transformation of their IT service management infrastructure.

The Challenge:
A High-Stakes Migration with Zero Room for Error

Goodmans LLP faced the complex challenge of migrating its entire ITSM infrastructure while maintaining the stringent security and compliance standards required in the legal industry. Their legacy system produced CSV-based exports with over 10,000 critical tickets and service records that needed seamless transfer to Freshservice without any data loss or service interruption.
  • Enterprise Security Requirements: Legal industry compliance and data protection standards
  • Complex CSV Dataset: Normalization across multiple files, lookups, and custom field mapping to Freshservice
  • Business Continuity: Zero tolerance for service disruption during migration
  • Custom Functionality Needs: Requirement for specialized widgets and custom development
  • Timeline Pressures: Need for realistic planning around holiday schedules and complexity factors
Key Migration Challenges:
The firm needed more than just data migration. They required a comprehensive Freshservice implementation that would transform their ITSM capabilities while preserving operational continuity.

Solution:
A Blueprint for Flawless Enterprise Migration

Our enterprise-grade approach combined Freshservice implementation with AI-accelerated data migration services, delivering a complete ITSM transformation rather than a simple data transfer. This entire migration was powered by migrateGenie, our proprietary AI accelerator.
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Powered by migrateGenie: The AI + Human Approach
Our unique methodology combines the speed and accuracy of artificial intelligence with the critical oversight of human migration experts. The migrateGenie platform automates complex data mapping and validation, reducing human error and costs. This is paired with expert human oversight to handle unique edge cases and ensure a secure, compliant, and flawless migration that automated tools or manual processes alone cannot match.
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AI-Accelerated Technical Migration
Our specialized team, leveraging migrateGenie, executed a CSV to Freshservice migration covering:
  • 10,000+ ticket records with complete historical data
  • Full note and attachment preservation
  • AI-assisted custom field mapping and data structure optimization
  • Enterprise security protocols throughout the entire process

Custom Development Integration
Beyond migration, we delivered immediate business value through:
  • Custom seat location widget developed during implementation
  • Freshservice Pro plan configuration, including Incidents, Reports, and Analytics
  • User Management setup and General settings optimization

Transparent Timeline Management
Initial Plan: 4 weeks
Actual Delivery: 7 weeks (extended by 3 weeks due to holiday schedules and complexity)
Our commitment to success meant absorbing the timeline extension at no additional cost, prioritizing customer satisfaction over profit margins.

Results:A Flawless Migration with Zero Downtime and 100% Data Integrity


Quantified Success Metrics
  • 100% Data Integrity: All 10,000+ tickets migrated without loss, verified by AI and human checks
  • Zero Downtime: Seamless transition with no service interruption
  • Complete Functionality: All custom requirements delivered successfully
  • On-Budget Delivery: No additional costs despite timeline extension

Technical Excellence Delivered
  • Successful CSV-to-Freshservice orchestration aligned with Freshservice architecture
  • Custom widget deployment for seat location management
  • Enterprise-grade security maintained throughout migration
  • Comprehensive user training and knowledge transfer completed  

 This Matters:  
The Strategic ROI of AI-Powered Migration vs. DIY Tools

This success story demonstrates the critical difference between DIY migration tools and our AI-powered professional services. For organizations like Goodmans LLP, where data security, compliance, and operational continuity are non-negotiable, the investment in our expert-led, AI-accelerated migration delivers measurable ROI through:
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Risk Mitigation
  • Guaranteed data integrity through AI-powered validation and expert oversight
  • Compliance maintenance during transition for regulated industries
  • Business continuity assurance with professional project management

Accelerated Value Realization
  • Immediate custom development enabling business value from day one
  • Optimized Freshservice configuration based on industry best practices
  • Comprehensive training and support ensuring user adoption success

Long-Term Partnership Value
The successful implementation has established an ongoing partnership for future Freshservice enhancements and custom development needs, demonstrating the strategic value of choosing the right migration partner.  

Your Advantage:
Why Our AI-Powered Approach Outperforms DIY

AI-Accelerated Accuracy and Security

Our proprietary migrateGenie platform uses AI to automate complex data mapping and validation, reducing human error and lowering costs. This is paired with expert human oversight, ensuring a secure and flawless migration that generic tools can't promise.

Implementation-First Migration Strategy

While competitors treat migration as a standalone data transfer, we integrate migration with a comprehensive Freshservice implementation, delivering transformation rather than just data movement.

Transparent Partnership Model

Our honest communication about timeline extensions (absorbed at no cost) demonstrates our commitment to customer success over profit maximization. A stark contrast to vendors who overpromise and underdeliver.

Quantified Excellence Standard

Our consistent 5/5 CSAT scores across all service categories provide measurable proof of service quality that generic migration providers cannot match.

Specialized Technical Expertise

With proven expertise in CSV to Freshservice migrations, our team uses migrateGenie to handle complex flat-file datasets and custom field mappings, filling the technical gaps that basic migration tools cannot address.

Next Steps:Start Your Freshservice Migration Success Story

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FAQs

Frequently Asked Questions About Migration to Freshservice

How long does a Freshservice data migration take?
While a typical migration can be planned for 4-6 weeks, the exact timeline depends on the complexity of your source data, the volume of records, and any custom requirements. Our migrateGenie platform accelerates the process, but we prioritize a flawless result over a rushed deadline and maintain complete transparency. We provide a realistic timeline estimate after our initial free consultation.
What data can be migrated to Freshservice?
Our service covers a comprehensive range of ITSM data. We migrate all your critical records, including tickets, historical data, notes, attachments, contacts, companies, and agents. Our AI-powered platform excels at mapping custom fields and preserving complex data relationships to ensure your Freshservice instance is fully functional from day one.
Is it possible to migrate data to Freshservice without downtime?
Yes. Our migration methodology is specifically designed to ensure zero downtime and complete business continuity. We perform the final data sync during a planned, off-peak window to guarantee a seamless transition for your agents and end-users, as demonstrated by our flawless migration for Goodmans LLP.
How do you ensure data security during the migration?
Data security is our top priority. We employ enterprise-grade security protocols, including secure data transfer methods and strict access controls. Furthermore, our migrateGenie platform operates within a secure framework, minimizing data handling and exposure, while our expert team ensures compliance standards like those in the legal industry are met at every stage.
Why choose a professional service over a DIY migration tool?
DIY tools often fail to handle complex CSV datasets. With multiple files, custom fields, relationship lookups, and attachment references, along with the nuances of preserving data integrity. Our bundled approach, powered by the migrateGenie AI accelerator, combines the cost-efficiency and speed of automation with the nuanced expertise and security oversight of human specialists. This mitigates the risk of data loss, extended downtime, and compliance breaches, delivering a fully optimized ITSM environment with far greater ROI.

Migrate to Freshservice with AI accuracy guaranteed.

Contact our migration specialists today for a free consultation and timeline assessment.

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