Switching guide
Switch from Intercom to Flatdesk
Paste an access token and Flatdesk copies your Intercom history over: tickets with their messages and attachments, customers, tags and macros. Nothing changes in Intercom, and every original record is kept. Then forward your support email when you're ready.
The switch in six steps
- 1
Start the free trial
Sign up with no card. You get every feature for 14 days, so you can run Flatdesk next to Intercom without paying for both.
- 2
Connect Intercom
The import screen asks for an access token. The token is stored encrypted while the import runs and deleted when it ends.
- 3
Let it copy your history
Agents, tags, macros, customers, then tickets with their messages and attachments. Large imports pick up where they left off if they're interrupted.
- 4
Read the report
Anything that didn't fit is listed with its original record, and you can download the report as CSV. Every original record is also kept as a JSONL archive.
- 5
Try the AI on your own tickets
The AI test drive drafts answers to your 50 most recent answered tickets beside the replies your team sent. Nothing is sent to customers and it doesn't use your AI allowance.
- 6
Forward your support email and add the chat widget
Add a forwarding rule from your support address to the Flatdesk address (Gmail, Google Workspace and Microsoft 365 steps are in the setup screen), and add the website chat widget with one script tag. Keeping a copy in the old mailbox is fine; Flatdesk ignores duplicates.
Get your Intercom credentials
- 1.In Intercom, open Settings, then Integrations, then Developer Hub, and create a new app for your workspace.
- 2.Under Authentication, copy the access token. The app needs read permissions for conversations, contacts, admins, tags and teams.
- 3.Paste the token into Flatdesk's import screen.
What comes over
- Conversations with their messages and attachments, as tickets
- Contacts, companies, tags, custom fields and agents
- Macros, where your workspace's API returns them
- Every original record, kept in a downloadable archive
What you set up again
- Intercom's API doesn't share workflows or assignment rules, so none are imported. Recreate the tag assignments you still need under Macros and rules
- If your workspace's API doesn't return macros, the report says none were imported and you copy them over by hand
- Intercom articles aren't imported yet. Write or paste the ones you want into Flatdesk's help center
Check the fit before you move
Flatdesk handles email and website chat. If you answer customers by phone, SMS or social channels in Intercom, those stay there. It also has no app marketplace yet. The small teams page lists what it leaves out, and the security page lists what isn't in place yet.
Questions
Will importing change anything in Intercom?
No. The import only reads from Intercom, so your tickets, settings and users there stay as they are and you can keep using it side by side.
Can I run the import more than once?
Yes. Records are matched by their original ID, so running it again updates them instead of creating duplicates. A common pattern is to import during the trial, then import again just before you switch email over.
Will Fin keep working after I import?
The import only reads from Intercom and changes nothing there, so Fin and the rest of your workspace keep running until you turn them off. Flatdesk's own AI answers from your macros and help articles. Plan to forward your support email and swap your chat widget when you're ready to cut over.
How much does Flatdesk cost after the import?
$49 per agent per month, or $39 billed yearly, with 100 AI answers per agent included and a cap that's on by default. Every seat gets every feature, and viewers who only read tickets aren't billed.
Can I get my data back out of Flatdesk?
Yes. Settings has one .zip download with every ticket, message, customer, macro, help article, the audit log and every attachment as its original file.