Knowledge Base plays a vital role as a customer self-service portal. It’s a must-have if you want to meet customer expectations and deliver excellent service.
Our team has made it possible to automatically transfer your Knowledge Base records from Intercom to any of the supported help desks. Now, there’s no need to manually copy and paste the articles, or even worse, start from scratch.
Although Intercom Knowledge Base is a little bit different from the standard in terms of file management and appearance, it allows migrating special records to other help desks.
To begin with, let’s look over the differences in data organization in the Intercom Knowledge Base.
As a user of Intercom, you may already know that there is no such thing as Categories in its Knowledge Base. The Articles are organized in Sections, which in turn, belong to Collections. As a result, all records migrate to the default category in the target help desk.
You can see this in the picture below:
Collections are top folders, which contain both Sections and Articles. As Collections and Sections migrate like folders, Articles will be linked accordingly.
Here’s what it looks like:
Now let’s go through some additional capabilities. Exporting the Knowledge Base from Intercom, it is possible to:
- Migrate inline images and HTML code
- Export embed videos (from sources like Youtube, Vimeo, Wistia, Loom or Vidyard) as Articles. Note: the video player’s appearance can differ from the one in Intercom.
- Migrate Call-To-Action and other buttons
However, the location of some of these blocks can differ from the original ones. To give you an idea, buttons that are centered in the Intercom Knowledge Base may appear on the left in your new platform.
P. S.: Some platforms (e.g. Zendesk) fully or partially restrict the visibility of such special content in their Knowledge Bases. To be able to see it after the migration, don’t forget to turn on the display of unsafe content. To do it in Zendesk, follow this short guide.
Check it out for yourself
If you were ready to migrate from Intercom and the absence of Knowledge Base migration was the only thing stopping you, now it is not a problem at all! You can try everything on your own by setting up your Free Demo Migration from Intercom to any of our supported platforms.
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