---
title: "Migrate from Intercom to Zendesk | ClonePartner"
description: "Intercom uses a messenger-first model with separate Conversations and Tickets, while Zendesk organizes everything into a structured ticket system with Groups, T"
source: Intercom
target: Zendesk
canonical: "https://clonepartner.com/migrate/intercom-to-zendesk/"
---

# Intercom → Zendesk migration

Seamless Intercom to Zendesk migration — all records moved with accuracy and care.

## Why teams migrate from Intercom to Zendesk

Intercom uses a **messenger-first model** with separate Conversations and Tickets, while Zendesk organizes everything into a **structured ticket system** with Groups, Triggers, and Automations. There is no native migration path between the platforms.



The migration requires translating Intercom's **chat-based conversation streams** into Zendesk's ticket-and-comment model. Zendesk **cannot backdate timestamps**, so custom date fields are needed to preserve historical context for both tickets and comments.



All embedded article images must be **re-uploaded to Zendesk Guide Media** and URLs rewritten in the HTML body, or they will break once your Intercom account is deactivated.

## Key migration challenges

- **Timestamp Backdating** — Zendesk cannot backdate ticket or comment creation. Original dates must be stored in custom fields or prepended as text in comment bodies.
- **Lead/User Distinction** — Zendesk treats both Intercom Users and Leads as "Users." A tag or custom field must be applied during import to preserve the distinction.
- **Broken Image URLs** — Article images hosted on Intercom servers will break after cancellation. Images must be re-uploaded to Zendesk Guide Media and URLs rewritten.
- **Chat-to-Ticket Mapping** — Intercom's chat-based conversations must be restructured into a Zendesk ticket description with sequential comments for each reply.
- **Attachment Re-Upload** — Files must be downloaded from Intercom, re-uploaded to Zendesk for a token, then associated with the comment before the token expires.

## Entity mappings

- **Contacts (Users)** (Intercom) → **Users** (Zendesk)
- **Contacts (Leads)** (Intercom) → **Users** (Zendesk)
- **Companies** (Intercom) → **Organizations** (Zendesk)
- **Conversations** (Intercom) → **Tickets** (Zendesk)
- **Conversation Parts** (Intercom) → **Ticket Comments** (Zendesk)
- **Conversation Attachments** (Intercom) → **Ticket Attachments** (Zendesk)
- **Tags** (Intercom) → **Tags** (Zendesk)
- **Articles** (Intercom) → **Help Center Articles** (Zendesk)
- **Article Collections** (Intercom) → **Help Center Categories** (Zendesk)
- **Article Sections** (Intercom) → **Help Center Sections** (Zendesk)
- **Teams** (Intercom) → **Groups** (Zendesk)
- **Data Attributes** (Intercom) → **User Fields** (Zendesk)
- **Tickets** (Intercom) → **Tickets** (Zendesk)
- **Segments** (Intercom) → **Views** (Zendesk)
- **Notes** (Intercom) → **Ticket Comments** (Zendesk)
- **Events** (Intercom) → **Not Available** (Zendesk)
- **Subscription Types** (Intercom) → **Not Available** (Zendesk)

## What breaks during migration

- **Admins → Agents** [Direct] — Direct mapping to Zendesk Agents
- **Teams → Groups** [Direct] — Direct structural mapping
- **Companies → Organizations** [Direct] — Maps with external_id for deduplication
- **Contacts → Users** [Workaround] — Leads and Users both become Zendesk Users, need tags to distinguish
- **Knowledge Base Articles** [Breaks] — Embedded images must be re-uploaded and URLs rewritten in HTML body
- **Conversations → Tickets** [Breaks] — Chat-based streams restructured into ticket description and comments
- **Intercom Tickets** [Direct] — Direct one-to-one mapping to Zendesk Tickets
- **Events → Sunshine Events** [Workaround] — Only available on Zendesk Suite Team plan or higher
- **Data Attributes → Custom Fields** [Workaround] — Must recreate with dropdown options pre-configured in admin panel
- **Segments → User Segments** [Breaks] — Dynamic rules cannot be migrated, must manually rebuild in Zendesk Guide

## What we migrate

### Migration Filter

- **User Selection** — Migrate tickets for specific users or agents
- **Time Range** — Migrate tickets from a specific time period
- **Conversation Type** — Filter by chat, email, or social media conversations
- **Tag-Based Selection** — Migrate tickets with specific tags only

### Data Types

- **Knowledge Base** — Articles, categories, and help center content
- **Tickets & Conversations** — Full conversation history with all metadata
- **Customer Profiles** — Customer information and interaction history
- **Automations & Macros** — Workflows, templates, and automation rules

## Complete technical guide

For a deep-dive into the technical process, data mapping, and step-by-step migration workflow, read our full guide: [The Complete Guide to Migrating from Intercom to Zendesk](https://clonepartner.com/blog/intercom-to-zendesk-migration-guide/).

## Frequently asked questions

### Who can view my data?

For each migration project, you'll be assigned a migration engineer. Only the migration engineer can view your data. No one else at ClonePartner can view your data.

### Can I sign an NDA?

If you are reaching out to us via one of our partners, we already have an NDA signed with them that unilaterally applies to all their customers. If you are reaching us directly and need an NDA signed, we'll be happy to sign your NDA or ours.

## Get a fixed-price quote

[Talk to an engineer](https://cal.com/clonepartner/meet?duration=30&utm_source=xtoy&utm_medium=button&utm_campaign=demo_bookings&utm_content=cta_click&utm_term=demo_button_click) about your Intercom → Zendesk migration.