Switching from Intercom to Zendesk can be a game-changer for your customer support operations. Whether you’re looking for better ticketing, automation, or integration capabilities, Zendesk provides a robust platform to manage customer interactions effectively. However, migration can be challenging if not handled correctly. Here’s how to ensure a smooth transition without disrupting your support services.
Plan Your Migration Strategy
Before starting the migration, outline a strategy that includes:
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A timeline for the transition
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Key data to be migrated (conversations, contacts, tickets, etc.)
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Roles and responsibilities of your support team
A well-planned approach prevents last-minute confusion and ensures minimal downtime.
Export Your Data from Intercom
Intercom allows you to export customer data, conversations, and support tickets via CSV files or API. Determine which data is necessary for Zendesk and clean up outdated or irrelevant information before migration.
Set Up Zendesk & Customize Workflows
Once your data is ready, configure Zendesk to match your existing workflows. This includes:
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Creating ticket categories and automation rules
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Setting up macros for faster responses
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Integrating Zendesk with other business tools
Ensuring Zendesk mirrors your previous processes will help your team adapt quickly.
Migrate Data Without Disrupting Support
To avoid interruptions in customer service:
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Migrate data in batches instead of all at once
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Run a test migration with a small dataset before moving everything
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Ensure both Intercom and Zendesk run parallel during the transition for seamless support
Train Your Support Team
Your agents need to be comfortable with Zendesk’s interface and features. Conduct training sessions to familiarize them with:
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Ticketing workflows
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Zendesk’s automation tools
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Reporting & analytics features
This will help maintain efficiency and prevent delays in customer responses.
Monitor & Optimize Post-Migration
After migration, track system performance and customer interactions. Address any issues promptly, such as missing data or workflow inefficiencies. Gathering feedback from your team will also help refine your Zendesk setup.
Make Migration Easier with Helpando
Migrating from Intercom to Zendesk can be complex, but with Helpando, you get expert assistance in handling data transfers, integrations, and workflow automation. Helpando ensures a seamless transition so your customer support remains uninterrupted.
