Migrating to Intercom, done properly.
End-to-end Intercom migrations from Freshdesk, Zendesk, HubSpot, Zoho and more.
Plus migration from existing Intercom accounts in alternate regions.
End-to-end Intercom migrations from Freshdesk, Zendesk, HubSpot, Zoho and more.
Plus migration from existing Intercom accounts in alternate regions.
Intercom is the platform of choice for businesses that want conversational, AI-powered customer support. But most teams are not starting from scratch: they are moving from established tools like Freshdesk, Zendesk, HubSpot Service Hub or Zoho Desk.
Without a structured migration playbook, teams risk losing historical ticket data and context, breaking SLAs during cutover, confusing agents with poorly mapped workflows, and frustrating customers with duplicated or missing conversations.
What a good migration looks like with SaaSy
- Your current setup mapped cleanly to Intercom's data model and workflows.
- Migration sequenced into safe, testable phases.
- Native importers, APIs and third-party tools combined intelligently.
- A clear cutover plan with a delta run and rollback position.
What a bad migration looks like without SaaSy
- Over-migrating every historical ticket "just in case".
- Rebuilding Zendesk or Freshdesk inside Intercom, trigger for trigger.
- Training agents the day before go-live.
- No delta sync, no rollback, no sign-off.
- Broken images and attachments.
Every SaaSy migration follows the same proven sequence, tailored to your source platform and data volume. You sign off at each stage before we move on.
Phase 1 – Demo Migration
Purpose: validate the migration process and data integrity.
Detail: We connect to your source platform and new Intercom workspace, migrate 10 to 15 sample conversations per brand, and include associated users, companies and custom fields. Every migrated record is tagged for easy identification.
Duration: approximately 60 minutes. Repeatable as many times as needed.
Phase 2 – Main Migration
Purpose: move your chosen historical data.
Detail: Scheduled after demo sign-off. We move your specified historical scope (for example, all-time or last 12 months), including attachments and inline images reattached directly in Intercom with no external references.
Duration: approximately 1 to 2 days for 15 to 20k records. Larger volumes take longer.
Phase 3 – Delta Migration
Purpose: capture new or changed data since the main run.
Detail: Scheduled within 7 days of the main migration (due to source metadata retention). We move all new conversations, messages, closures and changes so nothing is lost during the transition.
Phase 4 – Go Live
Purpose: a clean, low-risk switch to Intercom.
Detail: An agreed go-live date and time, often scheduled after a weekend to minimise impact. You manage DNS, help centre and email forwarding changes; we keep a consultant on hand for several days post-go-live.
Each white-glove migration is tailored to how you use your current platform. We're Intercom's Solution Partner of the Year 2025 so you're in safe hands!
Businesses who can deliver experiences that are fluid, consistent and continuous will deliver the value that modern customers expect.
We're on hand to talk through your migration requirements, just click on the button below to connect to one of our award winning team!
You can handle a simple migration in-house using exports, native importers and light scripting; use a specialised migration tool that supports Freshdesk to Intercom; or engage a certified Intercom partner such as The SaaSy People to manage the entire process end-to-end. For organisations with complex Freshdesk setups (multiple brands, custom SLAs, integrations), working with a partner is the lowest-risk option.
Options include Intercom's native Zendesk importer for straightforward environments, third-party migration platforms that automate Zendesk to Intercom data transfer, and specialist partners like The SaaSy People who combine migration execution with workflow redesign, Intercom configuration and training. If you rely heavily on Zendesk triggers, SLAs and Guide, a partner-led migration will help you redesign (not just replicate) your support model in Intercom.
Consider a DIY or tool-only approach if your team is small and your setup is simple, you are comfortable with exports, imports and basic APIs, and you can tolerate manual clean-up after migration. Consider a partner if you have multiple brands, complex SLAs or heavy customisation, you need to integrate Intercom with CRM, billing or product systems, you want to leverage Fin AI Agent effectively from day one, or you have limited internal capacity or tight timelines. A partner like The SaaSy People can also provide ongoing optimisation after go-live, not just a one-off migration.
Small teams with simple setups take 1 to 2 weeks from planning to go-live. Mid-market with multiple teams and some customisation: 2 to 4 weeks. Enterprise migrations with multi-brand, complex workflows and strict compliance: 4 to 8 weeks or more. Working with an experienced Intercom partner can shorten timelines significantly.
Programmatically via API: all historical conversations (as tickets in Intercom), customer and user data, macros, and help centre articles, collections and sections. Manually recreated by our team: outbound messages, Fin AI Agent configuration, workflows and routing, and messenger styling and help centre look and feel. We recommend migrating only live and actively used configurations to optimise costs.
Phase 1 Demo Migration validates the process with 10 to 15 sample records per brand (approximately 60 minutes). Phase 2 Main Migration moves your chosen historical data (1 to 2 days for 15 to 20k records). Phase 3 Delta Migration captures new or changed data since the main migration and is scheduled within 7 days. Phase 4 Go Live is an agreed cutover, typically after a weekend, including DNS changes, messenger snippet updates and email forwarding.
Yes. Fin AI Agent setup is a core part of our Intercom expertise. We help ensure your knowledge sources (migrated help centre, FAQs, internal docs) are well-structured, design a bot and Fin strategy that defines what Fin should handle versus what goes to humans, and tune Fin based on real conversations post-go-live.
Yes. We handle alternate-region Intercom migrations (for example EU to US or US to EU workspaces) including users, companies, conversations, Articles, macros and Fin sources, using the same four-phase Demo, Main, Delta and Go Live process.
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