If you want to make Intercom your single source of truth for creating and updating public articles, importing your Zendesk help content into Intercom is easy and requires no code.

Once in Intercom, you'll be able to use these articles to power Fin AI Agent and Fin AI Copilot, as well as making them accessible in the Inbox for improved self-serve performance and team efficiency.

First, make sure to have Search engine indexing enabled in your Help Center settings before starting the migration. This will prevent delays in the articles being available when you search.

To start importing public articles, go to Knowledge Hub > Sources and click on Sync or Import under public articles.

Now enter your Zendesk subdomain and choose the option to “Import content” then go ahead and click Import.

Now, wait for the import to complete. During this time we’ll crawl your docs site, import all of your published articles, and place them in Help Center collections that match the structure of your existing knowledge base.

This could take anywhere from a few minutes to an hour or more. We'll send you an email when it's done, so there's no need to wait around 😄

After the migration has completed, refresh the Content page in the Knowledge Hub to see your imported articles in folders on the left sidebar.

This is the domain for your Zendesk account (not your Help Center URL). Your Zendesk subdomain is its unique identifier and there are a few ways to find it which you can see here.

If you have any uncategorized content on your site, Articles will automatically create a ‘General' collection for you. Collections help your users browse and easily find what they need, so consider reorganizing these articles by topic before you publish them.

Article redirects are automatically generated during the import process. While Zendesk and Intercom article and collection URLs are in different formats, this ensures that any existing links do not break after migration, preserving their SEO score.

The redirects are implemented in the form of permanent redirects (HTTP 301 responses).

When importing collections and articles in multiple languages, each language variant will have its own redirect associated with the original Zendesk article URL.

After the import is complete, you can review the generated redirects through the Domains section in your Help Center Settings.

The panel displays the original URL and the article/collection it redirects to.

We’ll convert your content into formatting we support (e.g. copying images). However we don’t support the following formatting just yet:

If there are any issues with importing your content, we'll add a Review label to the article so you can correct it before setting it live. Just open the article you need to review and read the recommendation that we’ve added. The recommendation acts as a placeholder so you’ll need to delete this and insert the content we recommend before you set the article live.

Intercom will import all supported languages, but we will not enable that language for the Help Center. You will have to add the language in their Help Center settings, and after that the translation will be visible.

Intercom only supports a short list of localized versions of languages: Portuguese / Brazilian Portuguese, German / German (Formal), Chinese Traditional / Simplified.

For all other localized versions, we map it to the closest language supported in Intercom (ex: EN-GB, EN-US, EN-AU all map to EN). In case of a clash, we create a different article for each localized version to avoid data loss.

We only import articles in one of the supported languages by the Intercom Messenger.

The total listed in the email includes all the different languages that the article exists in. An article with translations in English, French and Portuguese will count as 3 articles in the email.