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Move your FreeScout history into Chatarmin CX from a single export file. Your team sees past tickets, replies, internal notes, and attachments in the inbox, so nobody has to go back to FreeScout to look up what a customer asked before.

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When to use it

Use the FreeScout import when you are leaving FreeScout and want your ticket history in Chatarmin CX before you switch your mailboxes over. It is a one-time historical import, not a live sync. Tickets that arrive in FreeScout later are not picked up.

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Before you start

  • FreeScout import is switched on per workspace. If you do not see FreeScout under Import tickets, contact Chatarmin CX support.
  • You need access to Settings → Integrations. Admins always have it; for other roles, see Roles and permissions.
  • Set up the email channels you want to import into first. You choose a channel for each FreeScout mailbox. See Email.
  • Invite your team before you import if you want replies and assignments to keep their original agent. You can also invite people during the import.
  • Have your FreeScout export ready as one .zip file (see Export file requirements).

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Run the import

1

Open the FreeScout import

Go to Settings → Integrations, scroll to Import tickets, and choose FreeScout, or open integrations. The page lists your past Import runs.
2

Start a new import

Click Start migration in the Import runs header. A wizard with six steps opens: Upload file, Preview, Agent mapping, Channel mapping, Status mapping, and Confirm.
3

Upload and check your file

Add the export zip and click Upload and check file. Chatarmin CX checks every ticket and message in the file first. Nothing is imported at this stage. If the file has problems, you see how many, with the file and line of each. Fix them in your export and upload it again.
4

Review the preview

The Preview step shows the real counts from your file: Tickets, Messages, Attachments, Tag assignments, and Mailboxes. Check that they look right before you continue.
5

Map your agents

Match each FreeScout agent to a Chatarmin CX agent. Agents with the same email address are matched automatically. For the rest you can pick an existing agent, invite the person, or mark them Unassigned. Resolve every row before you continue.
6

Map your mailboxes to channels

Choose a Chatarmin CX email channel for each FreeScout mailbox, or choose Skip these tickets. Resolve every row before you continue.
7

Check the status mapping

This step is read-only. FreeScout statuses always map the same way (see What gets imported).
8

Confirm and start

Review the summary, tick I understand this is a one-time historical import, and click Start migration now. The run appears under Import runs with live progress.
Tickets from a skipped mailbox are not imported, and you cannot retry them automatically later. To bring them in, start a new import and map the mailbox to a channel.

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Start with a small test

Before you import everything, run the wizard with a small export, for example one mailbox or a few weeks of tickets. When the run shows as completed, open a few imported tickets and check the channel, the customer, the message order, the assignee, and the attachments. Then import the full export.

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Export file requirements

The import reads one zip with this layout at the top level: The file is rejected during the check if:
  • Any required file or the attachments folder is missing.
  • The zip is larger than 10 GB uncompressed or holds more than 100,000 files.
  • attachments.jsonl is larger than 100 MB.
  • A line cannot be read.
  • An attachment listed in attachments.jsonl has no matching file in the folder.
This zip is not what FreeScout produces out of the box. If you need help creating it from your FreeScout database, contact Chatarmin CX support.

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What gets imported

Attachments larger than 10 MB are not imported. The file check does not flag them, the ticket and its messages still import, and the run does not report the skipped files. Before you migrate, find files over 10 MB in your attachments folder. Keep them somewhere else, such as your FreeScout backup, or ask Chatarmin CX support for help.
FreeScout times are read as Berlin time and stored with their original timestamps. Statuses always map like this: If an agent is mapped to Unassigned, their replies still import, but without a Chatarmin CX sender.

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What happens to your customers

Imported messages are history. The import does not send anything to your customers, and nothing changes in FreeScout. Review a sample of imported tickets before you point customers or automations at the new workspace.

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Speed and limits

  • Only one import can run per workspace at a time.
  • The import runs fastest between 8 PM and 8 AM UTC. Outside that window it still runs, but in smaller batches with short pauses, so a large import takes longer during the day.

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If something goes wrong

  • Open the run under Import runs to see progress, counts, and failures.
  • If some tickets fail, click Retry failed in the run details to retry them. Validation or mapping problems usually need a fix in your export or mapping first.
  • Re-importing the same export does not duplicate tickets or messages. Existing ones are updated.
  • There is no one-click rollback. Imported tickets stay in the inbox until you delete them.

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Troubleshooting

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FreeScout is missing from Import tickets

The import is not switched on for your workspace. The upload step shows FreeScout import is not switched on for your workspace yet. Contact Chatarmin CX support.

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The file check fails

Read the list under We found N problems in your file. Each entry names the file and line. Nothing has been imported. Fix the export and upload it again.

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Tickets are skipped

A ticket is skipped when its mailbox is set to skip, or when no email channel is available to hold it. Set up an email channel, then start a new import and map the mailbox.

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Replies show no agent

The FreeScout agent was not mapped to a Chatarmin CX agent. Map or invite the person in the Agent mapping step of a new import. If the same tickets keep failing, contact Chatarmin CX support and include the run, the FreeScout conversation numbers, and the error shown.