Freshdesk to Intercom migration
DataGrine migrates Freshdesk to Intercom: companies, contacts, tickets with every reply, private note and attachment, tags and the Solutions knowledge base, with agents and groups mapped to Intercom teammates and teams. Tickets land as Intercom tickets or as conversations, whichever you choose. Run it yourself on the DataGrine platform or have the DataGrine team run it end to end, with 24/7 premium support either way.
What moves
From Freshdesk into Intercom.
- CompaniesCompanies
- ContactsContacts
- TicketsTickets or conversations
- Replies and private notesConversation parts
- Ticket fieldsTicket or conversation attributes
- Attachments and inline imagesAttachments
- TagsTags
- Agents and groupsTeammates and teams
- Solutions: categories, folders, sub-folders, articlesHelp Center collections and articles
Why teams make this move
Teams moving from Freshdesk often need more flexible routing, workflows and AI-powered support.
Worth planning for
Freshdesk custom fields and ticket types have no direct Intercom equivalent - they land as conversation and contact attributes, and the mapping decides whether your reporting survives.
Decided with you in the written mapping, before anything moves.
How it runs
Self-serve or fully managed. Same steps, same checks.
- 01
Connect and map
Read-only access to your old helpdesk. Every field and value mapped before anything moves.
- 02
Sample run
A sample of your own records lands in the new helpdesk for you to check and sign off.
- 03
Full migration
The full move at the fastest pace both platforms allow, while your team keeps working.
- 04
Delta at cut-over
Anything created or changed since the full run, moved on go-live day.
- 05
Reconcile
Counts checked object by object against the source, and every run can be rolled back.
- Read-only access to the source
- Rollback per run
- 24/7 premium support
Questions
Freshdesk to Intercom, answered.
What does not carry across from Freshdesk?
Configuration such as automations, macros and views is not data, so it is set up again in Intercom. Anything with no equivalent in Intercom is listed in the written mapping, and you choose what happens to it before anything moves.
Can we run it ourselves?
Yes. Run it self-serve on the DataGrine platform, or let our migration team handle it end to end. Either way you get 24/7 premium support until the migration is signed off.
Does our team have to stop working?
No. We only read from Freshdesk, so your team keeps working during the full run, and a delta sync at cut-over moves anything created or changed since.
Can we use the built-in importer instead?
No ticket importer. Intercom documents a 'Sync content from Freshdesk' source that pulls published Freshdesk Solutions articles (categories, folders, articles, with language filtering) through the Solutions API v2 as content for Fin and Copilot; it does not import tickets, contacts or companies. A migration adds a written mapping, a sample run on your own data, a delta sync at cut-over and rollback.
How fast can data come out of Freshdesk?
Freshdesk: 100 calls a minute on Growth, 400 on Pro and 700 on Enterprise, 50 on trial accounts, shared by every integration on the account; ticket list calls are further capped (40, 100 and 200 a minute respectively). Runs are paced to stay inside that limit, which is why large accounts move in a full run first and a delta at cut-over.
What needs deciding before the move?
The account-wide Freshdesk API allowance is shared with live integrations, so reading long histories sets the pace of the full run. Dependent and per-type ticket fields need a clear target model in Intercom attributes before the mapping can be signed off. Ticket types and states in Intercom must be designed first, because they decide whether a ticket lands as a ticket or a conversation.
What does it cost?
It depends on how many records move and whether you run the migration yourself or have the DataGrine team run it. You get a quote once the records in scope are counted, before anything moves.
Further reading: Helpdesk migration checklist: before, during and after the move · Intercom tickets vs conversations: what should migrated history become? · Knowledge base migration between Freshdesk and Intercom
Other routes
Moving a different pair?
Teams move for Fin and the Messenger, then discover four years of ticket history has to come with them.
Teams moving from Help Scout often need more advanced routing, SLAs and AI-powered support.
Ecommerce teams moving from Gorgias often need support to cover more than order status, with Fin AI Agent on the front line.
Plan your Freshdesk to Intercom move.
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