Zendesk migration
Summarise with AI
Intercom to Zendesk migration: full history, done in weeks.
Move every conversation, contact, segment and article from Intercom into Zendesk without losing context. A fixed-price Zendesk Implementation, live in 4 to 6 weeks, by a Zendesk Premier Partner who has done this migration 50+ times.
- Full history, searchable in Zendesk
- Operator bots become AI agents
- No downtime at cutover
- Fixed price, live in 4 to 6 weeks
★ 5.0Zendesk Marketplace
50+Intercom migrations
Run by ex-Zendesk people
Intercom
Zendesk
- ConversationsTickets
- Contacts and companiesUsers and organisations
- Articles and collectionsHelp centre
- Teammates and inboxesAgents and groups
- Series and Operator rulesTriggers and automations
- Operator botsAI agents
Our customers
Trusted by 150+ support teams to move to Zendesk
From one inbox to three markets, teams who moved to Zendesk with us say it went smoothly. Here is what they say.
“Gravity CX made our migration and setup seamless. Their team was professional, knowledgeable, and went above and beyond to ensure everything was perfectly tailored to our needs.”
Caroline LeeAdministration Officer · Australian Learning Group“The AI agent did not just take tickets off our plate, it gave our people a new career path. Three of our support team moved into sales because the AI was handling the volume, and our customers get answers the moment they ask.”
Jamie HoweHead of Customer Operations · The Bart Group“Before Gravity CX we were largely going through the motions. We have since rebuilt our foundations and significantly improved our Zendesk platform. Our workflows are structured and efficient, and we have a clear roadmap for what to tackle next.”
Chris JamesHead of Customer Operations · Ezypay“In just two weeks they had us fully operational. Despite our unusual use of Zendesk they adapted seamlessly and helped us develop solutions that worked, delivering outstanding value in a short period.”
Stacey YoungOperations Manager · NGS Structural Engineering“We knew something was not right with our setup but could not pinpoint where. Gravity CX diagnosed and fixed everything quickly, including problems we did not know about. The monitoring view they set up means we will catch anything like this much earlier next time.”
Alex StepinsCustomer Experience · EMU Australia“Outstanding support setting up our Zendesk reporting, delivering a solution that exceeded our expectations. Chad went above and beyond to tailor the structure to our needs, with clear communication at every stage.”
Dorota BacalSustainability & Innovation Lead ANZ · Arkance“Gravity CX was instrumental in our transition to Zendesk, implementing across multiple departments. We have streamlined our operations and improved our customer experience.”
Sophie CarpenterHead of Customer Care · Mycar“Their expertise and hands-on approach ensured a smooth onboarding for our team. The support and training were outstanding, and they were always responsive and professional.”
Sean EdwardsMember Service Manager · My Weight Loss Clinic“Gravity CX transformed our Zendesk setup, making it a powerful tool that aligns perfectly with our operational needs.”
Cameron WykAfter Sales Team Leader · Midea“This is us implementing AI in the business in a considered way, with a trusted partner who already knows the product.”
Kat BeavonCOO · REIQ
How Intercom differs from Zendesk
Not a like-for-like data lift. A model translation.
Intercom
Built around conversations
Proactive messaging first; support tooling added on.
- Conversations and users at the centre.
- Segments and custom attributes drive everything.
- Operator bots and Series for automation.
Zendesk
Built around tickets
Structured workflows for support at scale.
- Tickets, users and organisations at the centre.
- Ticket forms, SLAs and queue routing.
- Triggers, automations and AI agents.
The decisions we walk through with you
- Ticket form structure
- Conversation-to-ticket rules
- Operator bots → Zendesk AI agents
- Which Intercom habits to keep
Still deciding? Our Zendesk vs Intercom comparison covers the bill as well as the features.
How a migration runs
Checked by a person, at every step.
- Step 1
Map
Intercom mapped field by field to Zendesk, with what to keep, merge or leave behind.
You getA mapping you sign off.
- Step 2
Test migration
A sample of your conversations moved first, for your team to check in Zendesk.
You getNo surprises on the day.
- Step 3
Migrate and cut over
The full move, then a final sync of anything new, so support never stops.
You getNo downtime.
- Step 4
Validate
Counts and samples checked against Intercom before the workspace is decommissioned.
You getProof nothing was lost.
Questions
Intercom to Zendesk, answered
- Why do support teams move from Intercom to Zendesk?
Intercom is built for live chat and onboarding. Teams outgrow it when support volume needs multi-channel email, phone, social, plus robust SLA management, queue routing, and reporting at scale. Intercom’s support tooling is an add-on to a product built for engagement; Zendesk is built from the ground up for support operations.
- What gets moved from Intercom to Zendesk?
Every conversation, contact, segment, and article is without losing context. Intercom inbox routing rules are recreated in Zendesk’s native format. Intercom-specific metadata is mapped to Zendesk fields wherever a match exists.
- Will conversation history be searchable after migration?
Yes, full conversation history is searchable in Zendesk after migration. Intercom-specific metadata is mapped to Zendesk fields wherever a match exists, so agents don’t lose context when they look up a customer’s history.
- How long does an Intercom to Zendesk migration take?
The full engagement is a 4–6 week fixed price. The migration itself takes 1–2 weeks of the sprint, with a parallel-run period and a zero-downtime cutover before the old Intercom workspace is decommissioned.
- You’ve done this 50+ times: what makes Intercom migrations tricky?
Intercom’s data model is built around users and conversations rather than tickets. Segments, custom attributes, and article structure all need to be translated into Zendesk’s organisation/ticket/guide structure; it’s not a direct lift. That translation layer is where migrations go wrong if you don’t know both platforms.
Other migration paths
Moving from somewhere else?
Freshdesk to Zendesk
One of the cleanest moves: Freshdesk’s automation model is close to Zendesk’s.
HubSpot Service Hub to Zendesk
Support moves to Zendesk; HubSpot can stay your CRM, connected natively.
All migration paths
Seven paths into Zendesk, and the help centre on its own.
Book a call
Ready to leave Intercom behind?
We’ll map your Intercom setup, scope the migration and give you a fixed price.
You will get a calendar invite with a video link straight away.
- A call about your Intercom workspace and your team.
- The migration mapped and scoped.
- A fixed price and a written plan.
Who you might be speaking with
Hugo Richard
Head of Growth, ex Zendesk
Chad Susa
Founder, Head of Service, ex Zendesk
