Cloudstride helped us move from Freshdesk to Intercom, migrate our Helpjuice knowledge base, and set up Fin for eKool and Mykoob. We also implemented more advanced automation using Fin Procedures. Fin now resolves nearly 79% of the conversations it handles, which is a pretty impressive result. The Cloudstride team was technically strong, practical, and easy to work with.
Cloudstride supported Intercom and Fin implementation at Panorays with practical guidance, hands-on onboarding, and migration support. The team was responsive, easy to work with, and helped us put the right foundations in place for future use.
Cloudstride handled our Intercom implementation seamlessly and continues to provide fast, reliable support for our ongoing configuration needs.
We were able to overcome many of the challenges thanks to Cloudstride’s dedication, responsiveness, and continuous support. We truly appreciate all the effort that were put into helping us throughout the project, and we would like to sincerely thank you once again.
Fin is designed to resolve customer questions autonomously, not just suggest replies. Deploy it on high-volume support topics, test it against real customer questions, and measure how many issues it resolves without human involvement.
Fin Procedures and Data Connectors can retrieve customer information and perform tasks in connected systems, from checking eligibility to updating account details. Automate more than standard answers while keeping business rules and human escalation in place.
Fin and the Intercom Helpdesk work together in one platform. Customer context, conversations, routing and handoffs stay connected, so your team can step in when needed without maintaining a separate AI-to-helpdesk integration.
Fin Insights and Optimize help identify unresolved questions, knowledge gaps and missed automation opportunities. Use actual conversations to improve AI performance, test changes and expand what Fin can handle over time.
Your migration plan depends on the data you want to keep, the workflows you need, and the changes involved in moving your team to Intercom.
Our Intercom implementations typically take 4–8 weeks. A Zendesk migration may need more time for data preparation, testing, integrations, and cutover. We agree the schedule after reviewing your setup and your team’s availability.
We quote migration and implementation against an agreed scope. The main factors are the amount and type of historical data, channels, workflows, integrations, Fin preparation, and training.
Your proposal sets out what is included, what is excluded, and any separate software or migration-tool costs. Intercom subscriptions and Fin usage are separate from our delivery fee.
Most projects involve 1–2 working sessions per week, with asynchronous reviews and decisions between meetings. A shared project plan keeps owners, dependencies, and upcoming decisions visible.
Cloudstride leads the implementation, but the best results come from working closely with the people who understand your customers, support operation and technical environment.
Typically, we need:
Your team does not need to become Intercom experts during the project. Your main role is to provide business context, make key decisions, validate the setup and support internal dependencies.
Start with a separate Discovery & Roadmap phase before committing to the full migration.
We review your Zendesk setup, support processes, knowledge, and dependencies. Together, we define the target Intercom and Fin setup and the practical steps to get there.
This gives both teams a documented basis for the project before larger commitments are made.
We agree a fixed fee before starting, based on your project scope. If you proceed with implementation through Cloudstride, the full Discovery & Roadmap fee is deducted from the implementation fee.
What does a Zendesk to Intercom migration include?
The scope can include planning, Intercom configuration, agreed customer data and history, Help Center content, workflows, Fin setup, testing, training, and launch support. Discovery confirms which parts you need, who owns each task, and what is excluded.
Can we migrate historical Zendesk tickets, including comments and attachments?
Yes. Intercom supports importing historical Zendesk tickets, customer records, internal notes and attachments.
The exact migration approach depends on your data volume, ticket structure and requirements. During discovery, we review what needs to be preserved, how Zendesk fields and ticket states should be mapped, and whether the standard importer is sufficient or a more tailored migration is required.
Will our Zendesk macros, automations and SLA policies transfer to Intercom?
These configurations don’t transfer directly. Zendesk macros, triggers, automations, routing rules and SLA policies need to be reviewed and recreated using Intercom’s capabilities.
We help identify which processes should be retained, simplified or redesigned rather than replicating every existing rule. Critical workflows and SLA behaviour are tested before launch.
How long does a Zendesk to Intercom migration take?
Our Intercom implementations typically take 4–8 weeks. Migration scope, integrations, data quality, testing, and your team’s availability can extend that schedule. We agree milestones and a cutover plan after discovery, taking your target date or Zendesk renewal into account.
How much does the migration cost?
We provide a proposal based on your agreed migration and implementation scope. Discovery & Roadmap starts at EUR 1 200, with a fixed fee agreed before work begins. If you proceed with implementation through Cloudstride, that fee is deducted from the implementation fee. Intercom subscriptions, Fin usage, and any migration-tool costs are identified separately.
How is Fin prepared for launch?
We prepare the knowledge Fin will use, define its initial scope, and configure guidance and human handoffs. Your team reviews answers against real support questions before rollout. After launch, performance and unanswered questions inform further improvements; we do not promise a fixed resolution rate.
What happens to open tickets when we switch from Zendesk to Intercom?
We plan the cutover around your support operation and the number of active tickets.
Depending on your requirements, closed historical tickets can be migrated ahead of launch, while open tickets are transferred during a coordinated cutover. Alternatively, some teams may temporarily manage existing tickets in Zendesk while directing new requests to Intercom.
We validate routing, email delivery, ticket ownership and customer-facing channels before completing the switch.
Can we migrate our Zendesk Help Center without breaking existing article links?
Intercom supports importing published Zendesk Help Center articles, including translations and article metadata. Redirects from old Zendesk article URLs can also be configured to point to their new Intercom locations.
We review the knowledge base structure, article formatting, languages, redirects and custom domain setup as part of the migration. We also help prepare the content for Fin, so the move improves AI readiness rather than simply transferring existing articles.
Why work with Cloudstride on your migration from Zendesk to Intercom?
Cloudstride is a certified Intercom Solutions Partner with hands-on experience implementing Intercom and Fin, and migrating support teams from other platforms.
We assess your existing setup, confirm the migration scope, and validate critical workflows before go-live. Our customers describe us as technically strong, practical, responsive, and easy to work with.
Can you help us replace Zendesk AI with Fin?
Yes. We help assess your existing Zendesk AI use cases, prepare knowledge and data connections for Fin, and configure and test the corresponding customer journeys in Intercom. We also review how human handoffs and workflows should operate in the new setup. The objective is to improve your support operation, not simply recreate your existing Zendesk AI configuration.
Tell us about your Zendesk setup, your support team, and what you want to achieve with Intercom and Fin. If you have a target launch date or renewal deadline, include that too.
We’ll help you identify the next step and the questions to resolve before committing to a migration.
Please fill in the form, or email us at intercom@cloudstride.io.