Moving from another support tool means deciding what to bring with you. Some of it imports automatically, some has to be rebuilt, and a little isn't worth moving at all. This article helps you plan the move. Import and export your content and contacts has the steps for each importer.
What | From | Where you start it |
|---|---|---|
Help center articles and collections | Intercom, Help Scout, Freshdesk, CSV | Help center → Importer |
Past conversations, with their contacts | Intercom, HubSpot, Zendesk, Freshdesk, CSV | A ticket board's ⋯ menu → Data import |
Contacts only | Intercom, HubSpot, Zendesk, Freshdesk, CSV | Contacts → More actions |
Zendesk also brings its organizations over as companies. If you're coming from Help Scout, your articles move but your ticket history doesn't.
Configuration doesn't transfer between products, because the concepts rarely line up one to one. Expect to set up again:
automations and rules, which become workflows
macros and saved replies, which become Macros
team structure, roles and assignment rules
integrations with your other tools
email domain verification and sender settings
This is usually less work than it sounds. It's also a good moment to drop the rules you built around your previous tool's limitations instead of recreating them.
Old articles are the main temptation. If a page was already out of date in your previous tool, importing it puts a wrong answer into the content Kai answers from. Clean up or unpublish stale pages in the old tool before you import, or import selectively and leave the rest behind.
Unsubscribes don't travel with contacts either. Bring your old opt-out list across before you send any email, as described in Import and export your content and contacts.
Install the SDK and identify your users, so Gleap collects real conversations while you set up the rest. See Install the Gleap SDK. If your product already has Intercom in its code, a coding agent can do the swap for you: see Let an AI coding agent install Gleap.
Start verifying your email domain early, because DNS changes can take up to 48 hours. See Send email from your own domain.
Import your help center and review it. It's what Kai answers from, and it takes review time.
Import contacts and past conversations, then your unsubscribe list.
Rebuild macros, workflows and integrations.
Forward your support address to Gleap and point new conversations here.
Keep both tools running in parallel for a while. Leave the old tool reachable for open threads until they close on their own. A hard cut-off on a Monday morning tends to produce a bad week.
