What you need to know about the migration from Zendesk to Freshdesk?

Athento manages customer support tickets through the Zendesk platform; however, a migration to the Freshdesk application for ticket management will take place.

Why is Athento migrating to Freshdesk?

At Athento, we aim to enhance the support experience for our users. Zendesk no longer meets our needs in terms of functionality. With Freshdesk, we will be able to offer support through additional channels like WhatsApp and provide better integrations, such as embedding the help center directly within our product.

When will the migration take place?

The migration from Zendesk to Freshdesk will occur on April 1, 2025. Before this date, some tickets may be handled through Freshdesk on a case-by-case basis.

Will the support email remain the same?

Yes, you can continue to reach us at soporte@athento.com.

How should support tickets be submitted?

Tickets must comply with the "How to Report a Support Case" policies.

Will ticket management remain the same?

Yes, response and resolution SLAs will remain unchanged.

Do I need to create a new user in Freshdesk, or will Athento handle it?

Athento will create and activate your Freshdesk user account.

How can I check my reported tickets in Freshdesk?

Each user must log in with their credentials. At the top of the screen, there will be a "Tickets" button, where all submitted tickets will be listed.

How can I access my ticket history from Zendesk?

You can still access Zendesk directly to review past ticket records.

Can I generate reports or export ticket data?

Yes. On the right-hand side of the ticket list, there is an "Export Tickets" button. A window will appear, allowing you to apply filters and download the data in CSV or Excel format.

What Ticket Statuses Will Be Used in Freshdesk?

The statuses managed in Freshdesk are:

• Open

• Pending

• Resolved

• Closed

• Waiting for Customer

• Waiting for a Third Party

What Should I Do If I Have Trouble Accessing Freshdesk?

Try resetting your password. If the issue persists, report it to soporte@athento.com with the corresponding evidence.

Which Browser or Settings Are Recommended for Using Freshdesk?

Freshdesk can be accessed from any browser with an Internet connection.

What Will Happen to Tickets Already Logged in Zendesk?

Zendesk will remain active for several more years, allowing Athento users to continue accessing their ticket history. Additionally, product documentation will be gradually migrated.