Key takeaways
- Freshdesk categories and folders map onto Intercom collections and the collections inside them.
- Carry only the languages the destination will publish.
- Links from one article to another can only be updated once every article exists.
- Keep a redirect map from old article URLs to new ones.
How the structures map
| Freshdesk | Intercom Help Center |
|---|---|
| Category | Collection |
| Folder | Collection inside it |
| Article | Article in the matching collection |
Intercom’s API creates a collection inside another by naming its parent. Going from Intercom to Freshdesk, one case needs a decision: an Intercom article can sit directly in a top-level collection, while Freshdesk needs every article to be in a folder. Choose a folder for those articles before the migration.
Translations, links and redirects
- Translations: both platforms hold translations of the same article. Check that the destination supports every language you plan to carry, and leave out the ones it will not publish.
- Links between articles: an article that links to another can only point at its new address once that article exists, so internal links are updated after the articles are written.
- Redirects: list every old article URL with its new one, and set them up as 301 redirects, so links in old emails and search results still land.
- Several help centres: an Intercom workspace can have more than one Help Center. Map each source help centre to the one it publishes into.
DataGrine moves knowledge bases with the rest of the migration, self-serve on the platform or fully managed by the migration team, with 24/7 support either way.