Migrate from Intercom to Zammad

Export

1. 1

   Step 1

   Export contacts

   Take the contact export Intercom gives you. You want email addresses and whatever attribute your team actually filters on.

2. 2

   Step 2

   Save the articles

   Copy the public help center articles out while the Intercom help center is still the one on the site. Zammad has a knowledge base. It will not scrape Intercom for you.

3. 3

   Step 3

   Decide which transcripts matter

   A full conversation export is a filing cabinet. Pull the threads that are still open. Leave the rest in Intercom until you are sure you can close the account.

Import

1. 1

   Step 1

   Stand up Zammad

   Install it, create the groups, and connect the email channel before you point the website at it. Agents need a queue that already receives mail.

2. 2

   Step 2

   Publish the articles

   Paste the help center into Zammad's knowledge base and fix the links. Then swap the public URL.

3. 3

   Step 3

   Add the chat channel if you still want a bubble

   Zammad's chat is a help-desk channel, not Intercom's messenger. Put it on the site only after agents know where the chats land. If the bubble is the whole product, read the Chatwoot listing before you commit.

What breaks

• Fin, tours, and outbound messages

  Product tours, checklists, and outbound messenger campaigns have no destination here. They stop when you remove the Intercom snippet.

• Assignment rules

  Round-robin and workflow builders do not transfer. Recreate the one rule that stops a chat sitting in a general inbox.

• History search

  Agents will not be able to search old Intercom threads from Zammad. Keep the Intercom export somewhere the team can open.