> ## Documentation Index > Fetch the complete documentation index at: https://docs.armin.cx/llms.txt > Use this file to discover all available pages before exploring further. # FreeScout > Import FreeScout tickets, messages, and attachments into Chatarmin CX. 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. ## 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. ## 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](https://docs.armin.cx/settings/roles-and-permissions.md). * Set up the email channels you want to import into first. You choose a channel for each FreeScout mailbox. See [Email](https://docs.armin.cx/channels/email/intro.md). * 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](#export-file-requirements)). ## Run the import **1. Open the FreeScout import** Go to **Settings** → **Integrations**, scroll to **Import tickets**, and choose **FreeScout**, or [open integrations](https://armin.cx/app/_/settings/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](#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. > [!WARNING] > > 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. ## 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. ## Export file requirements The import reads one zip with this layout at the top level: | File | What it holds | | - | - | | One or more `*.jsonl` files | One line per message (the thread export) | | `conversations.jsonl` | One line per ticket | | `attachments.jsonl` | One line per attachment | | `tags.jsonl` | Tag assignments | | An attachments folder | The attachment files, named `_` | 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. > [!NOTE] > > 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. ## What gets imported | In FreeScout | In Chatarmin CX | | - | - | | Conversation | A ticket on the email channel you mapped, with the original subject and creation date | | Customer messages | Messages from the customer | | Agent replies | Messages from your team, with the matched agent as sender | | Internal notes | Internal notes | | System log entries (status and assignment changes) | Internal notes | | Attachments up to 10 MB | Files on the matching message | | Inline images | Images in the message body, pointing at the imported copy | | Tags | Tags on the ticket | | Assignee | The matched Chatarmin CX agent, or no assignee | | Customer | A contact matched by email address. Without an email, the ticket gets a placeholder contact. | > [!WARNING] > > 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: | FreeScout status | Chatarmin CX status | | - | - | | Active | Open | | Pending | On Hold | | Closed | Resolved | | Spam | Closed, marked as spam | If an agent is mapped to **Unassigned**, their replies still import, but without a Chatarmin CX sender. ## 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. ## 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. ## 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. ## Troubleshooting ### 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. ### 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. ### 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. ### 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. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.