Data Migration from Intercom

Last updated: December 16, 2025

This guide will help you migrate from Intercom to Pylon. Talk to your AE about a data migration to make sure that we cover what you are looking for.

This migration will bring over the tickets in a closed state, meaning neither you or the customer can reply on these tickets from Pylon.

For the overall process, see 📄 Migrating your Data to Pylon

What we'll need from you

Self-Service Option for Small Knowledge Bases

If you have fewer than 50 articles in your Intercom knowledge base, you can optionally copy and paste them over yourself instead of going through the full migration process. For more information on manually adding articles, see Creating and Managing Articles.

To get started with your migration, we’ll need the following:

  • Admin access to your Intercom account

  • Your users should already be invited to Pylon

  • An idea on what you want to bring over, we recommend only bringing over custom fields that you are going to use going forward.

  • Definitions for which ticket / objects you want to migrate

Supported Fields

Intercom

Pylon

Companies

Accounts

Users and Leads

Contacts

Conversations

Chat Widget messages

Teams

Teams

Admins

Users

Issues

Tickets

Knowledge Base

Articles

Articles

Categories

Collections

Intercom edge cases:

  • If the Organization has no connected contacts, it won't be visible on Intercom

  • If the comment has more than five attachments, another comment gets created with the rest of the attachments

  • If the ticket is requested by the agent, a new contact with the same email gets created. Then, all comments on that ticket will be displayed via the agent's profile. The contact with the same email will just become the ticket requester

Key Decisions

Decision 1: Do you actually want to migrate the data?

Intercom data inherently is messy since a lot of users are anonymous who use your chat and they aren't tied to any account. When you migrate this into Pylon, you're carrying over that data hygiene problem into Pylon.

On our end, we try to match or create an account from their email domain, but oftentimes these people will have generic gmails accounts. In the case of a generic email domain, we will create a separate account just for that person.

If you choose to migrate, keep in mind you will end up with a lot of accounts with a single contact in them.

Decision 2: Do you want to filter down the data?

By default we pull all tickets from all of history. Oftentimes you don't want to pull over all the ticket data though. In these cases we can filter down the ticket data by fields in Intercom.

There are two common use cases: 1) You only want recent tickets (ie less than a year old) as the older tickets are stale and incorrect. 2) You only want a relevant subset of tickets like only tickets assigned to the Support team and not the Sales team.