Automated Intercom to HubSpot Service Hub Migration for OFFICERS with Help Desk Migration

About the company

OFFICERS is a team of dedicated integrators specializing in Zendesk and HubSpot solutions. These guys can help you configure and customize tools, regardless of your organization or industry.

Their role goes beyond just implementation; they can help you with end-user training and provide post-deployment feedback sessions. Since 2016, OFFICERS have completed 150+ projects, trained 800+ users, and supported 50+ clients annually.

Could you tell us a little about what your company does and how you meet your customers’ needs and expectations? We’d love to hear your story!

We are CRM integrators and specialists of HubSpot and Zendesk. It means we set up and customize these tools according to our customer’s needs.

From understanding their challenges to end-user training and long-term support, we support our clients throughout their CRM projects.

We also help our customers keep a consistent tech stack by integrating HubSpot and Zendesk into their existing tools.

Finally, if customers switch from another tool to HubSpot or Zendesk, we make sure they get the legacy data in their new Saas. A tool like Help Desk Migration helps us a lot to perform such migrations.

We’re always interested in hearing about real-life experiences using our tools. Could you share your thoughts on the Help Desk Migration service?

We really appreciated our experience using Help Desk Migration because:

• you save a lot of time compared with an export/import process or with creating a script to use APIs on your own
• it is no-code and very user-friendly
• it is possible to ask for customization if the standard settings do not cover specific or advanced requirements
• due to the large variety of platforms (source and target), Help Desk Migration can be used to perform the migration in most of our projects

What challenge were you hoping to overcome through the migration process?

One of our customers was switching from Intercom to HubSpot (Service Hub), and the data migration was part of the service offered by OFFICERS. The native data sync between Intercom and HubSpot was already running, so Intercom conversations were already logged upon HubSpot Contact records as “Intercom activities.” However:

• the format was not so great (paragraphs without line breaks)
• it was impossible to differentiate a message from an internal note
• and above all, these activities could only be associated with Contacts (not with Companies nor Tickets)

As Tickets were to be the new object to track the customers’ requests in HubSpot, it was necessary to have the Intercom conversations logged upon Ticket records and these Tickets associated with the right Contacts and Companies.

That’s where we looked at Help Desk Migration to perform this complex migration from Intercom conversations to HubSpot Tickets.

What specific historical data were you looking to preserve during the transfer?

• The messages
• The fields (standard AND custom, e.g., the Contacts’ User ID)
• The conversation tags that were used in Intercom to categorize the conversation priority or category

Why should someone consider using an automated data migration tool?

Some data is just impossible to get from an export, in particular the activities (like messages) associated with a Contact or a Company. To get them in your target platform, you have two options left:

• transfer data through APIs -> that requires developer skills and usually a lot of time
• use an automated data migration tool like Help Desk Migration 🙂

We’re curious – how did you discover Help Desk Migration?

On the HubSpot apps marketplace, with keyword Intercom migration. One of our team members had already tried the tool on a Zendesk project that did not go through at the end.

We’re always striving to improve our services. Could you tell us which features of Help Desk Migration were most valuable to you? Have you tried any of our pre-built customization options?

The free and unlimited migration demos are really useful: they helped identify what did or did not work.

As the standard migration settings from Intercom were quite limited (missing fields, issues with tags, creating new Contacts and Company records but not updating existing ones), we were really happy to get in touch with the excellent support team that suggested some customizations. All the issues were solved with these customizations.

Have you explored other methods for migrating data? We’d love to hear your thoughts!

We also use Trujay, but they are less focused on customer service systems (they don’t do Intercom migrations, for example).

Do you have any advice for companies considering a data transfer to a different help desk platform? We’re all ears!

Help Desk migration should be your go-to platform if you need to migrate Conversations or Tickets history.