Freshdesk Omni Migration

The Challenge

Bundled CX BU accounts sat split across Legacy Freshdesk Omni and CSS — two separate inboxes and analytics logins, one for chat and one for tickets/bundles, two interfaces to toggle between, agents allocated across both. On the product side, every CX BU app had to be built and maintained twice: once for the bundled combination, once for standalone Freshdesk. Freshchart was also being merged into Freshdesk as part of the unified Omni experience, which meant the migration had to move both the account structure and the underlying chart/report data at once, not just re-point a login.

6,898 accounts were in planned migration scope, representing $120.68M in ARR — too large and too varied (customer tiers, data volumes, some accounts with multi-million-record histories) to move in one cutover.

My Role

Product owner for the CXBU migration initiative.

• Defined the self-serve migration model — customers trigger their own migration on their own timeline, rather than a forced cutover — alongside batch/cohort migrations run by the CXBU team for the remaining scope
• Set the requirements for proactive monitoring and alerting so migration failures are caught and fixed before a customer notices, instead of surfacing as a support ticket
• Sequenced the rollout by ARR and account complexity, and defined the chart-migration logic requirements needed to move 16 BI tables end-to-end from Legacy Omni to unified Omni cleanly, including stripping legacy Freshchart artifacts wherever old and new data mixed
• Scoped the next phase — Freshcaller migration for caller customers, the remaining ~$40M ARR slice of the same 6,898-account program

The Solution

A migration engine, not a one-time script:

• Customer-triggered, self-serve migration — customers move on their own schedule; cohort/batch migrations cover the rest of the planned scope
• All-new backend BI tables stood up for charts to render from post-migration, with legacy Freshchart artifacts stripped out wherever old and new data mixed
• P99 runtime of ~5 minutes, holding even for accounts with multi-million-record histories
• Proactive alerts to the engineering team on every migration run, so issues are caught and resolved ahead of customer impact

The result is one unified Freshdesk Omni experience: a single inbox, a single login, a single agent pool — and, on the product side, CX BU only needs to build for Freshdesk going forward instead of maintaining a bespoke bundled-account path.

The Outcome

• 366 of 6,898 planned accounts live on unified Omni, representing $3.67M of the $120.68M ARR in scope
• Zero-disruption self-serve migrations already running in production, alongside ongoing cohort-based batches
• MyFrido ($6.5K MRR) displaced Gorgias and scaled from 10 to 70 agents (150 → 1,800 AI packs) after unifying support on Freshdesk Omni — a concrete customer outcome downstream of the migration, not just a completed-accounts count
• Freshcaller migration for caller customers is next, covering the remaining ~$40M ARR in the same 6,898-account program

Key Learnings

• A self-serve migration model — letting the customer pick the moment — removed the disruption risk that would have come from a forced cutover, at the cost of needing the migration itself to be fast and reliable enough to trust unattended, which is what made the ~5 minute P99 runtime a product requirement, not a nice-to-have.
• Migrating a bundled product isn't just an account/login re-point — when the underlying chart data model is also merging (Freshchart into Freshdesk), the migration has to move both structure and data coherently, or you just relocate the two-systems problem instead of solving it.
• Proactive alerting on the migration pipeline itself — not just on the destination product — is what let issues get caught and fixed before a customer noticed, turning a background infrastructure migration into a zero-disruption customer experience.

Technologies & Methods

• Freshdesk Omni
• Freshchart
• BI Table Migration
• Self-Serve Migration Engine
• Proactive Monitoring & Alerting