Resources
Guides and scenarios, from migration specialists.
What moves, and what to know before you move. 28 route guides and 23 how-to guides.
Migration scenarios
The hard cases, and how we handle them.
Full history
Every thread, in order
Tickets land with every reply in sequence and attachments alongside. You sign off a sample first, and a delta sync picks up what changed on go-live day.
- Tickets and full threads
- Contacts and companies
- Attachments
Very large accounts
Planned around API limits
Large accounts move in planned, checkpointed batches that stay inside both platforms’ API limits, so the timeline is known before the run starts.
- Tickets and replies
- Contacts
- Batched delivery
Fields that do not line up
Decided in writing first
Custom fields, dropdown values and statuses are mapped value by value in a document you approve, and counts are reconciled object by object after the run.
- Custom fields
- Value mapping
- Reconciliation report
Apps and integrations around the migration
The kinds of Intercom Canvas Kit apps and integrations we build around a migration.
Intercom Canvas Kit apps
Intercom Canvas KitTime logging in the Inbox
Log time without leaving the conversation.
An Inbox app where agents log time against the conversation they are working, instead of filling in a separate timesheet later.
Customer context from your systems
Show agents the data they usually go looking for.
An Inbox app that brings customer details from your own store, billing or product systems into the conversation, so agents stop switching tabs.
- Account and plan
- Orders and billing
- Links into your tools
Custom CSAT
The satisfaction survey your customers actually see.
A customer-facing CSAT experience for when the native survey does not give you the flexibility you need.
Integrations
Intercom + Salesforce
Intercom and Salesforce
One customer record across both platforms.
An integration that keeps contact and company records consistent between Intercom and Salesforce, so sales and support work from the same customer data.
Intercom + Linear
Support and engineering in sync
Comments that sync both ways.
Two-way comment sync between Intercom and the issue tracker, so support and engineering each see the other’s updates without leaving their own tool.
Web forms + Make + Intercom + SMS
Forms to leads
From form submission to lead and SMS, automatically.
A Make scenario that turns a web form submission into an Intercom lead and sends an outbound SMS, with no code for your team to maintain.
Intercom + Zapier
Conversation reporting
The numbers your team reviews, without exports.
A Zapier setup that pulls conversation data out of Intercom and turns it into the reports your team already reviews.
Intercom + Slack
Slack and Intercom
Intercom work, where the team already talks.
Intercom updates routed into the Slack channels your team already works in, built around how that team works.
Migration routes
What moves, route by route.
Guides
Migration.
Helpdesk migration checklist: before, during and after the move
A helpdesk migration checklist in seven stages: inventory, scope, field mapping, destination set-up, sample run, full run and cut-over, then reconciliation.
Read the guide →What is a helpdesk migration? What moves, what does not, and how it runs
A helpdesk migration moves companies, contacts, tickets, attachments and articles between support platforms. What moves, what does not, and three ways to do it.
Read the guide →How long does a helpdesk migration take?
The run itself is usually hours to days; the preparation decides the calendar. What sets the pace: API limits, calls per record, attachments and the mapping.
Read the guide →How much does a helpdesk migration cost? What sets the price
What drives the price of a helpdesk migration: record volume, objects in scope, attachments, mapping complexity and timing, plus the questions to ask first.
Read the guide →How to export tickets from Zendesk, with comments and attachments
Zendesk’s data export (JSON, CSV, XML), what each format leaves out, and how to get comments and attachments, or skip the export file and migrate directly.
Read the guide →Can you undo a helpdesk migration? How rollback works
What a migration rollback removes, what it restores, and what Intercom’s and Freshdesk’s APIs mean for it: redacted messages, soft deletes and Trash.
Read the guide →Delta migration and cut-over: switching helpdesks without downtime
How a full run plus a delta run lets a support team switch helpdesks without a freeze: what a delta carries, how it finds changes, and a simple cut-over plan.
Read the guide →Knowledge base migration between Freshdesk and Intercom
Moving Freshdesk solution articles into the Intercom Help Center, or back: how the structures map, translations, links between articles and redirects.
Read the guide →Help Scout to Intercom migration: what moves, what changes and what sets the pace
Moving from Help Scout to Intercom: how mailboxes, conversations, threads, customers, custom fields and Docs map across, and what Help Scout’s API limits mean.
Read the guide →Salesforce Service Cloud to Intercom field mapping: cases, emails, comments and files
Map Salesforce Service Cloud to Intercom: cases, contacts, accounts, emails as replies, case comments as notes, files, tasks, custom fields and record types.
Read the guide →Native importer, self-serve tool or managed migration service: how to choose
Native importers, self-serve tools and managed migration services compared, with what vendor importers leave out and a simple decision table.
Read the guide →How to move a shared mailbox (Gmail or Outlook) into a helpdesk, history included
Move a Gmail or Microsoft 365 shared mailbox into Zendesk, Freshdesk, Intercom, Help Scout or Front with its history, threads, dates and contacts intact.
Read the guide →Importing support tickets from CSV, Excel, JSON or XML into a helpdesk
What helpdesk CSV importers cover, why ticket history needs the API, and a data preparation checklist for CSV, Excel, JSON or XML exports from legacy tools.
Read the guide →How to export conversations, tickets, contacts and articles from Intercom
Every way to export from Intercom: Inbox transcripts, view CSVs, datasets, cloud storage JSON, contacts CSV and the API, plus what none of them can export.
Read the guide →How to export all tickets from Freshdesk, with conversations and archived tickets
Freshdesk ticket export, archived tickets, the full account export and the API v2 limits that shape a complete export: the 30-day default and the 300-page cap.
Read the guide →Migrating call logs and recordings when you switch helpdesk or contact centre
Moving voice history from Freshcaller, Aircall, Talkdesk or Zendesk Talk: what each API exposes, recording link expiry, retention clocks and consent.
Read the guide →Guides
Intercom and Fin.
Intercom tickets vs conversations: what should migrated history become?
When you migrate into Intercom, old tickets can land as Intercom tickets or as conversations. How each works, how statuses map to states, and how to choose.
Read the guide →Migrating into Intercom without duplicate contacts
Why migrations leave duplicate contacts and renamed tags in Intercom, and how to prevent it: identity rules, archived contacts, deleted contacts and tags.
Read the guide →Intercom Canvas Kit apps: what they are and when to build one
What Intercom Canvas Kit apps are, where they appear (Inbox, Messenger, Workflows), how they work, and when a custom app beats an App Store install.
Read the guide →Migrating between Intercom workspaces: consolidation and region moves
Moving to a new Intercom workspace, or from the US to the EU? What the API can recreate, what Intercom says about history, what to rebuild, and how to cut over.
Read the guide →Guides
AI agents and migration.
Fin migration: moving to Fin from another AI agent or helpdesk
Moving to Fin AI Agent from Zendesk AI agents, Freddy or another bot: the two paths, what carries over, what is rebuilt, and where a data migration fits.
Read the guide →Migrating from Forethought to Fin AI Agent: what moves, what is rebuilt and how to cut over
Moving from Forethought Solve to Fin AI Agent: what knowledge carries over, how workflows map to Fin Guidance, Procedures and Data connectors, and the cut-over.
Read the guide →Zendesk legacy AI agents: the 2026 dates, and what to do next
Zendesk is retiring essential AI agents, bot builder, answers, intents and autoreplies with articles. The dates Zendesk gives, what changes, and your options.
Read the guide →Let’s move your data forward.
Tell us where you are moving from and to. Run it yourself on the DataGrine platform or let our migration team handle it end to end, with 24/7 support either way.
- A written mapping document before anything moves
- A sample migration you review before the live run
- Delta sync at cut-over and rollback per run
- 24/7 premium support until you sign off