Guide to Intercom Alternatives for Startups

Why Teams Make the Switch from Intercom and What to Expect

Getting Your Data Out of Intercom

• Exporting Conversations:
• Navigate to the Intercom API documentation and locate the `/conversations` endpoint.
• Use a tool like Postman or a script to make a GET request to this endpoint.
• Export the data to a CSV file for easy import into your new tool.
• Example request: `GET https://api.intercom.io/conversations?include=threads&include=user`
• Ensure you include pagination parameters to fetch all conversations, as responses are paginated. For instance, use `per_page=50` and `page=1` to fetch 50 conversations at a time and iterate through all pages.
• Exporting User Data:
• Use the `/users` endpoint to export user details.
• Include custom attributes by specifying the appropriate parameters in your request.
• Example request: `GET https://api.intercom.io/users?include=custom_attributes`
• Use pagination to ensure all users are exported. For example, use `per_page=100` and `page=1` to fetch 100 users at a time.
• Exporting Custom Attributes:
• Intercom allows exporting custom attributes via the `/attributes` endpoint.
• Ensure you include all relevant attributes by querying the API comprehensively.
• Example request: `GET https://api.intercom.io/attributes`
• Export custom attributes to a CSV file for easy import into the new tool.

Importing and Reconfiguring in the New Tool

• Importing Data into Freshdesk:
• Log into Freshdesk and navigate to the "Settings" section.
• Go to "Import & Export" and select "Import from CSV".
• Upload the CSV files containing conversations and user data.
• Map the fields correctly to ensure seamless integration.
• Example field mapping: `Intercom conversation ID -> Freshdesk ticket ID`, `Intercom user email -> Freshdesk customer email`.
• For a comprehensive import, ensure that all relevant fields are correctly mapped, such as `Intercom conversation subject -> Freshdesk ticket subject` and `Intercom user name -> Freshdesk customer name`.
• Configuring Freshdesk:
• Customize your helpdesk by setting up categories, tags, and macros.
• Set up email integration to ensure all support tickets are routed correctly.
• Configure automation rules to streamline workflows, such as automatically assigning tickets to specific agents based on criteria.
• Example automation rule: `If ticket category is 'Billing', assign to agent Alice`.
• Ensure all integrations, such as email forwarding and CRM syncs, are set up correctly. For instance, configure email forwarding rules in Freshdesk to ensure seamless routing of support tickets.

Common Pitfalls and Fixes During Migration

• Data Loss:
• Issue: Incomplete export of data from Intercom.
• Fix: Double-check the export process and ensure all necessary data is included. Use the Intercom API to verify the completeness of the exported data.
• Example verification: `GET https://api.intercom.io/conversations/count` to check the total number of conversations. Similarly, use `GET https://api.intercom.io/users/count` to verify the total number of users.
• Configuration Errors:
• Issue: Incorrect mapping of fields during import.
• Fix: Carefully review the field mapping before importing data. Ensure that all necessary fields are correctly mapped to avoid data misalignment.
• Example review: `Intercom conversation subject -> Freshdesk ticket subject` should be correctly mapped. Conduct a thorough review of field mappings to ensure accuracy.
• Workflow Disruptions:
• Issue: Disrupted workflows due to configuration errors in the new tool.
• Fix: Thoroughly test the workflows in the new tool before going live. Use a staging environment to simulate real-world scenarios and ensure smooth operation.
• Example testing: Simulate a support ticket submission and ensure it is routed correctly. Conduct multiple test scenarios to cover various support issues.
• User Adoption:
• Issue: Team members may struggle with the new tool's interface.
• Fix: Provide comprehensive training and documentation. Offer ongoing support to help team members adapt to the new system.
• Example training: Conduct a 2-hour session on using Freshdesk, covering all major features. Provide detailed documentation and follow-up support sessions.

Realistic Timeline and Milestones for Migration

• Preparation (1-2 weeks):
• Export data from Intercom.
• Research and select the new tool.
• Plan the migration strategy.
• Example planning: Create a detailed project plan with timelines and responsible parties. Develop a comprehensive checklist to ensure no steps are missed.
• Data Import and Configuration (2-3 weeks):
• Import data into the new tool.
• Configure the new tool to match existing workflows.
• Set up integrations and automation rules.
• Example setup: Configure email forwarding rules in Freshdesk. Set up macros for common support scenarios.
• Testing (1-2 weeks):
• Test all workflows and integrations.
• Ensure data is correctly imported and mapped.
• Conduct user training sessions.
• Example testing: Simulate user interactions and verify data integrity. Conduct thorough testing to identify and resolve any issues.
• Go Live (1 week):
• Gradually transition to the new tool.
• Monitor for any issues and address them promptly.
• Provide ongoing support to the team.
• Example transition: Start with a small group of users and gradually increase the number. Monitor the transition closely to ensure smooth operation.

Conclusion and Next Steps