Migration Guide

Intercom to Help Scout

Step-by-step guide to migrate from Intercom to Help Scout in 2026. Everything you need for a smooth switch.

Medium difficultyPT4H6 steps

Quick Answer

How to migrate from Intercom to Help Scout: Medium difficulty, PT4H, 6 steps. Migrating from Intercom to Help Scout is a common transition in the customer support space.

Overview

Migrating from Intercom to Help Scout is a common transition in the customer support space. This guide covers every step of the process, from exporting your Intercom data to getting your team fully productive in Help Scout. Whether you're switching for better features, pricing, or team fit, a well-planned migration minimizes disruption.

Before You Start

Before starting your migration, audit your Intercom usage thoroughly. Document active projects, key integrations, custom configurations, and team workflows. Clean up unused data to keep your Help Scout workspace organized from day one. Notify your team at least a week in advance and designate migration leads for each department.

How to Migrate from Intercom to Help Scout

1

Export data from Intercom

PT30M

Use Intercom's built-in export tools to download your data. Most platforms offer CSV, JSON, or API-based export options.

2

Set up your Help Scout account

PT30M

Create your Help Scout workspace, configure settings, and set up the organizational structure to mirror your current setup.

3

Map features and data fields

PT30M

Review how Intercom concepts translate to Help Scout. Document the mapping for custom fields, statuses, and workflows.

4

Import data into Help Scout

PT45M

Use Help Scout's import tools, CSV upload, or a third-party migration service to bring your data from Intercom.

5

Recreate automations and integrations

PT45M

Review your Intercom automations, integrations, and custom workflows. Rebuild them using Help Scout's native automation features.

6

Verify data and train your team

PT30M

Check that all critical data transferred correctly. Provide training sessions and documentation to help your team adjust to Help Scout.

Feature Mapping: Intercom vs Help Scout

FeatureIntercomHelp Scout
TicketsIntercom TicketsHelp Scout Tickets
Knowledge BaseIntercom Knowledge BaseHelp Scout Knowledge Base
AutomationsIntercom AutomationsHelp Scout Automations
Live ChatIntercom Live ChatHelp Scout Live Chat
ReportsIntercom ReportsHelp Scout Reports

Data Transfer Checklist

Transfers successfully

  • Tickets with history
  • Customer profiles
  • Knowledge base articles
  • Tags and custom fields

Needs manual work

  • Plugin/app data
  • Custom report dashboards
  • Chat widget themes
  • SLA configuration

After Migration

After migrating, keep Intercom accessible for at least 30 days as a reference. Monitor team adoption and gather feedback on the Help Scout experience. Set up a dedicated help channel for migration questions. Track key productivity metrics to ensure the switch is successful.

Our Verdict

The migration from Intercom to Help Scout is manageable with proper planning. The biggest factor in a successful switch is thorough preparation and giving your team adequate time to adjust to the new platform.

Intercom to Help Scout Migration FAQ

A typical migration takes 3-5 hours for the technical setup. Larger organizations with extensive data may need additional time. We recommend a 1-2 week transition period for full team adoption.
Most core data can be transferred using export/import tools. However, some platform-specific features like custom automations and plugin data may need to be manually recreated in Help Scout.
Yes, we recommend running both tools in parallel for 1-2 weeks. This gives your team time to adjust and ensures nothing is missed during the transition.
Both are strong options in the customer support space. Help Scout may offer different strengths depending on your team's needs. We recommend evaluating your specific requirements and taking advantage of any free trial before committing.

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