Dovetail Games builds simulation games in Kent, UK. Help Desk Migration put them in a Freshdesk-to-Zendesk PDF dated March 2026. The PDF says the company has around 170 people.
Chris Medlock, Player Experience Manager, is the client quote. He said the team was friendly and the process was simple and quick. This is a vendor case study. Treat the zero-loss and zero-downtime lines as Help Desk Migration’s.
If you are looking at the same route, start with the Freshdesk → Zendesk playbook. Freshdesk will export tickets. The PDF is a paid importer story, not that CSV path.
What they say moved
The Dovetail block lists 71,000 tickets, plus staff, contacts, canned responses, articles, folders, and categories.
The options named are agent matching, customized field mapping, and migration filtering. The method is the vendor’s usual sequence. Connect both accounts, map fields, run a demo on a sample, then run the full job while the team keeps working, then a delta for records that changed during the copy.
The stated challenges are the generic ones on the same PDF. Keep ticket history and attachments. Keep workflows and custom fields. Avoid a support outage.
The outcomes are also generic. All data moved with zero data loss. Automated processes and custom workflows were preserved. Support stayed up. I have not seen Dovetail’s Zendesk reports, so I am not repeating those as measured facts.
Tickets and the help center are different jobs
The PDF puts articles in the same migrated list as tickets. That does not prove the HTML survived.
Clayton Panzeri wrote a separate LinkedIn post about a Freshdesk-to-Zendesk help center. He does not name Dovetail, and I am not attaching his company to this PDF. His pile was 300 articles. The content arrived. The formatting did not. Tables broke, styles dropped, tags nested into junk no one wrote.
Fixing 300 articles by hand, while still running support, was the estimate that sent the work to a backlog. He later used Claude article by article. That is his cleanup story, not Help Desk Migration’s import.
The playbook already splits tickets from help-center articles. Macros, triggers, and SLAs are manual even when the ticket dump looks clean.
What I would copy
Run the demo on a ticket with attachments, inline images, and a custom field you care about. Then open the matching article in the help center and look at the HTML, not the title.
Map agents before the full job. The PDF names agent matching for a reason. An unassigned history is a different product than the one agents remember.
Keep Freshdesk readable until you can find a known ticket, a known canned response, and a known article in Zendesk. The PDF never describes that check.
The Freshdesk → Zendesk playbook is the checklist. Use the Help Desk Migration PDF for the 71,000-ticket shape, and Clayton’s post for the article cleanup the importer will not do.