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Import from Intercom, Gorgias, Zoho Desk, Front, HubSpot or Jira

What you need to connect Intercom, Gorgias, Zoho Desk, Front, HubSpot Service Hub or Jira Service Management, and what comes over.

4 min read Beta

This feature is still being built. Some steps or screens may change.

These six sources use the same import page and the same steps as Freshdesk and Help Scout. This article lists what each one needs and what it brings over.

Every import only reads from the old system. It never changes anything there.

The steps

  1. Open Admin Center, Integrations, Import and pick the source.
  2. Fill in the connection details listed below, choose Save, then Test connection.
  3. Optional: lower Requests per minute so your team can keep working in the old system during the import.
  4. Choose Estimate volume, then run a Dry run and read its report.
  5. Run the Full import. If it stops, choose Resume and it continues where it left off.

Imported tickets keep their original dates, authors and messages. They do not send notifications or fire triggers.

Intercom

You need: the access token of an internal app in the Intercom Developer Hub (Settings, Integrations, Developer Hub, New app, Authentication), and your data region (US, EU or Australia). The app needs read access to admins, users, companies, conversations, tickets, tags and articles.

What comes over: teams (as groups), admins (as agents), companies, contacts and leads, conversation attributes and ticket types (as ticket fields), conversations and tickets with their messages and notes, tags, macros, and your Help Center collections and articles with their translations.

Rebuild by hand: series, outbound messages, bots and workflows. Intercom has no roles in its API, so make your admins admins again after the import.

Gorgias

You need: your Gorgias domain (the part before .gorgias.com), the email of an admin and that admin’s REST API key (Settings, You, REST API).

What comes over: teams (as groups), users (as agents), customers with all their email addresses, tickets with their messages and internal notes, and macros.

Rebuild by hand: rules. The report lists each one with its description. Macro actions that only work in Shopify are left out.

Connect Shopify in ChaosDesk too, and the same orders show next to the imported tickets.

Zoho Desk

You need:

  • your data centre (for example com, eu or in);
  • the Organization ID (Setup, Developer Space, API);
  • a Self Client from the Zoho API console: its client ID, client secret and a refresh token with read access to tickets, contacts, articles, settings and basic data.

What comes over: departments (as groups, and as brands when you have more than one), agents, accounts (as organizations), contacts, tickets with threads and comments, ticket templates (as macros), and the knowledge base.

Rebuild by hand: workflow rules, blueprints, macros and SLAs. Zoho Desk counts API credits per day, so a large desk may take several days.

Front

You need: an API token (Settings, Developers, API tokens) created by a company admin.

What comes over: shared inboxes (as groups), teammates (as agents), contacts, message templates (as macros), and conversations with their messages and internal comments. A conversation that sits in several inboxes is imported once.

Not imported: private inboxes (Front does not share them through its API). Rules are not available through the API either: rebuild them as triggers.

HubSpot Service Hub

You need: the access token of a HubSpot private app (Settings, Integrations, Private apps) with read access to contacts, companies, tickets, owners and conversations. Add file access to copy attachments.

Optional: the address of your public knowledge base. HubSpot has no knowledge base API, so ChaosDesk reads the public pages and imports the articles as drafts.

What comes over: owners (as agents), teams (as groups), companies, contacts, tickets with their inbox conversation, inbox threads that never became a ticket, and the pipeline stage of each ticket (as a drop-down field).

Rebuild by hand: workflows, sequences, SLAs and routing rules. Promote your admins after the import.

Jira Service Management

You need: your Atlassian site (the part before .atlassian.net), the email and an API token (id.atlassian.com, Security, API tokens) of an agent who is project admin of the service projects.

Optional: the keys of the service projects to import (empty means all), and the key of the Confluence space that is your knowledge base.

What comes over: service projects (as groups), organizations, agents, customers, request types (as ticket forms with their fields), issues as tickets with their public and internal comments and attachments, and the Confluence pages as draft articles.

Rebuild by hand: automation rules, SLAs and queues (as triggers, SLA policies and views).

Keep in sync

All six sources support delta syncs: a sync reads only what changed since the last one. See Keep data in sync until go-live.

Intercom, Gorgias, Zoho, Front, HubSpot, Jira and Atlassian are trademarks of their owners. ChaosDesk is not affiliated with them.

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