Freshservice Migration:

Acumen Fiscal Agent migrated 100,000 records to Freshservice in
2 weeks with 100% accuracy.

How Acumen Fiscal Agent Successfully Scaled Their Migration Volume by 83% Without Timeline Impact
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At a Glance

Sector / Industry

Fiscal Management & Self-Directed Services

Organization Size

Enterprise (National Operations)

Migration Scope

22,000 tickets from Zendesk to Freshservice

Key Challenges

83% mid-project scope increase (12,000 → 22,000 tickets) with a fixed 2-week deadline

Solution

Scope-flexible Enterprise Migration Framework with parallel processing architecture

Services Provided

Full-service migration including data extraction, transformation, validation, cutover, and post-migration support
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Results:

100% data accuracy, zero downtime, 2-week timeline maintained, 5.0 CSAT rating

Client Overview

Founded in 1995, Acumen Fiscal Agent is one of the nation’s largest fiscal agent providers for self-directed services, supporting programs across the U.S. for people with disabilities, brain injuries, aging adults, and veterans. Operating at enterprise scale, Acumen required an ITSM migration capable of moving complex, compliance‑sensitive data on a fixed timeline without disrupting operations.

With extensive experience using SaaS and ITSM tools, Acumen's team understood the critical importance of seamless data migration for maintaining operational continuity. Their existing Zendesk implementation had grown to encompass thousands of tickets, requiring an enterprise-grade migration partner capable of handling large-scale data transfers with precision.

Challenge / Problem
The Enterprise Migration Complexity

Acumen Fiscal Agent faced the common yet critical challenge that many enterprise organizations encounter during platform migrations: managing scope changes under tight timeline constraints.
Initial Project Scope:
  • Migrate 12,000 tickets from Zendesk to Freshservice
  • Complete migration within a 2-week deadline
  • Maintain 100% data accuracy and integrity
  • Ensure zero operational downtime
Mid-Project Scope Evolution:
The complexity intensified when Acumen discovered its actual data volume was significantly larger than initially assessed. The scope expanded to include:
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  • 100,000 records (83% increase from original scope)
  • Same 2-week timeline commitment
  • Additional data complexity requires enhanced validation

Why Standard Migration Approaches Fail

Most migration service providers struggle with scope changes because they:
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  • Use rigid methodologies that can't adapt to volume increases
  • Require timeline extensions for scope changes
  • Lacks enterprise-grade project management capabilities
  • Cannot guarantee data accuracy at scale
For enterprise organizations like Acumen, these limitations create unacceptable risks around operational continuity and project success.

Solution & Approach
Our Scope-Flexible Enterprise Migration Methodology

Our Enterprise Migration Framework is specifically designed to handle the dynamic requirements that characterize large-scale organizational migrations. Unlike traditional migration approaches, our methodology anticipates and accommodates scope changes without compromising timeline or quality commitments.
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Phase 1: Dynamic Scope Assessment
  • Comprehensive data volume validation
  • Scope change impact analysis
  • Timeline optimization modeling
  • Resource allocation adjustment
Phase 2: Scalable Migration Architecture
  • High-volume data processing pipelines
  • Parallel migration streams for efficiency
  • Real-time validation and error handling
  • Automated quality assurance protocols
Phase 3: Enterprise Project Management
  • Dedicated migration specialists
  • Daily progress monitoring and reporting
  • Proactive scope change management
  • Stakeholder communication protocols
Phase 4: Quality Assurance & Validation
  • 100% data accuracy verification
  • Comprehensive testing procedures
  • Pre-go-live validation checkpoints
  • Rollback contingency planning

What Sets Our Approach Apart

Scope-Change Ready Process: Our methodology is built to handle scope increases without timeline penalties, addressing the #1 concern of enterprise buyers.

‍Volume Scalability: Proven capability to migrate 100,000+ records within compressed timelines while maintaining accuracy standards.
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‍Enterprise Project Management: Dedicated specialists who understand the complexity of large-scale organizational migrations.

Results & ImpactQuantifiable Migration Success


Migration Metrics:
22,000+ tickets successfully migrated · 2-week timeline maintained (despite 83% scope increase) · 100% data accuracy achieved & verified · Zero downtime during migration process
  • 5.0 CSAT rating from client team

Project Performance:
  • 83% volume increase handled without timeline extension
  • $5,800 project value delivered with scope flexibility
  • 14-day delivery from project initiation to go-live throughout migration
  • Complete data integrity across all migrated elements

Comprehensive Data Migration Scope


Successfully Migrated Elements:
  • 22,000 support tickets with complete history
  • User accounts and permission structures
  • File attachments and documentation
  • Custom fields and metadata
  • Workflow configurations
  • Integration mappings

 Why This Matters  
The Enterprise Migration Reality

This success story demonstrates critical capabilities that enterprise organizations require but rarely find in migration service providers:

‍Scope Flexibility Under Pressure: Real-world migrations rarely proceed exactly as initially scoped. Enterprise buyers need partners who can adapt to changing requirements without compromising commitments.

‍Volume Scalability Proof: The ability to handle an 83% volume increase within the same timeline provides concrete evidence of scalable methodology and infrastructure.

‍Timeline Reliability: For enterprise organizations, migration delays create cascading operational impacts. Our proven ability to maintain timeline commitments despite scope changes addresses this critical concern.

‍Quality at Scale: Achieving 100% data accuracy across 22,000 tickets demonstrates the quality assurance capabilities essential for enterprise-grade migrations.


Strategic Business Impact

Operational Continuity: Zero-downtime migration ensures uninterrupted customer service operations during the transition.

‍Cost Predictability: Scope-flexible pricing and timeline commitments provide budget certainty even when project requirements evolve.

‍Risk Mitigation: Proven methodology and quality guarantees minimize the business risks associated with platform migrations.

‍Future Scalability: Successful large-volume migration establishes a foundation for continued growth and platform optimization.
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Your Advantage:
What Makes Our Enterprise Migration Services Different

Unlike Competitors Who:

  • Require timeline extensions for scope changes
  • Offer generic migration services without an enterprise focus
  • Provide vague "data integrity" promises without specific guarantees
  • Use rigid methodologies that can't adapt to changing requirements

We Deliver:

Scope-Change Ready Methodology

Handle volume increases up to 83% without timeline impact

Proven High-Volume Performance

Successfully migrated 22,000+ tickets in compressed timelines

100% Data Accuracy Guarantee

Measurable quality assurance with complete validation

Enterprise Project Management

Dedicated specialists with large-scale migration expertise

Timeline Commitment Reliability

Meet original deadlines regardless of scope evolution

Risk-Free Migration Process

Comprehensive testing, validation, and rollback procedures

Next Steps:Ready to Experience Enterprise-Grade Migration?

Get Your Migration Assessment

Discover exactly what your Zendesk to Freshservice migration will require with our AI-powered migrateGenie. We'll analyze your data volume, complexity, and timeline requirements to provide a detailed migration plan.

Get Your Enterprise Migration Quote →

Schedule Your Strategy Session

Speak directly with our enterprise migration specialists to discuss your specific requirements and learn how we handle scope changes without timeline penalties.

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Migration Success Guarantee

100% Data Accuracy Promise:

We guarantee complete data integrity across your entire migration.

Timeline Commitment:

Original deadlines maintained regardless of scope evolution..

Enterprise Support:

Dedicated specialists throughout your migration journey.


Enterprise Migration Expertise

500+ Successful Migrations

across enterprise organizations

Zero Data Loss
Record

maintained across all client engagements

Average 5.0 CSAT Rating

from enterprise migration clients

Scope-Change Success Rate:

100% of scope increases delivered within original timelines

FAQs

Frequently Asked Questions About Migration to Freshservice

How long does a Zendesk to Freshservice migration take?
Timelines depend on volume and complexity. As a benchmark, we migrated 22,000 tickets in 14 days with 100% accuracy and zero downtime. Most enterprise projects are completed within 2–4 weeks.
Will there be downtime during migration?
No. Our parallel pipelines and delta syncs ensure zero operational downtime for agents and end users. Cutover happens after final validation without interrupting service.
What data can you migrate from Zendesk to Freshservice?
  • Tickets + full history: public replies, private notes, internal events
  • ‍Users and agents: roles, groups, organizations
  • ‍Attachments: files and inline images
  • ‍Custom fields and tags Statuses, priorities, SLAs
  • Statuses, priorities, SLAs
  • ‍Workflow elements: triggers, automations, macros mapped to Freshservice workflows where supported
  • ‍Integration references and essential metadata for post-cutover continuity
Can you preserve original ticket IDs, authorship, and timestamps?
We maintain authorship and chronology across all conversations. Original Zendesk ticket IDs are stored in a dedicated reference field in Freshservice for full traceability. Where platform constraints apply, we document exact mappings up front.
How do you guarantee 100% data accuracy?
  • AI-powered migrateGenie, end-to-end: Orchestrates extract, transform/mapping, load, and validation with built-in controls.
  • ‍Pre/post-record reconciliation by object and field to ensure 1:1 parity.
  • Hash-based attachment verification with automatic retry on mismatches.
  • Intelligent QA: targeted sampling plus full-spectrum checks with AI anomaly detection on high-impact fields.
  • Automated validation reports and dashboards from migrateGenie are shared daily.
  • Final UAT and sign-off checkpoint before cutover, with rollback readiness.
What happens if our scope increases mid-project?
Our scope-flexible framework is designed for change. We have delivered an 83% volume increase, from 12k to 22k tickets in the same 2-week window, with no timeline impact.
What access do you need from our team?
  • Admin/API access to Zendesk and Freshservice (least-privilege, time-bound)
  • Field and workflow mapping decisions
  • A UAT test group and a single point of contact for approvals
How do you keep our data secure?
  • Encryption in transit and at rest
  • Least-privilege credentials with short-lived tokens
  • Audit logging and documented data flows
  • Data purge from staging environments at project completion
  • Mutual NDA/DPA available on request
Can you migrate our Zendesk automations and workflows?

Yes. We translate triggers, automations, and macros to Freshservice workflows where feature parity exists and provide a rebuild plan for elements that require redesign.
Do you support multi-brand or multiple Zendesk instances?

Yes. We map brands, groups, and organizations to the right Freshservice workspaces and routing rules, consolidating or separating data as required.
Can our team keep working in Zendesk during migration?

Absolutely. We run background migrations and delta syncs right up to cutover so agents and customers continue as normal.
Do you offer a pilot or proof of concept?

Yes. We can migrate a representative sample of tickets and configurations to validate mappings, accuracy, and performance before full-scale execution.
What support is included after go-live?
  • Hypercare window for rapid fixes
  • ‍Post-migration optimization for views, workflows, and SLAs
  • Knowledge transfer and team training
Can you migrate the knowledge base content?

Knowledge content can be included as a separate scope based on structure and the target module. We confirm the feasibility and effort during the assessment.
What if something goes wrong? Do you have a rollback plan?

Yes. Every project includes rollback contingencies and verified backups so we can restore the prior state if required. To date, our enterprise migrations have maintained zero downtime.

Have a question we didn’t cover? Get your enterprise migration answer →

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Freshservice migration requirements.

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