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Migrate from another helpdesk

Move from Zendesk, Gorgias, Freshdesk, Intercom, HubSpot, or Zoho Desk without a gap in coverage.

2 min readUpdated August 2026
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Run both for a week

The safest migration is not a cutover. Forward your support address to Kognit in addition to your existing helpdesk, and run both in parallel for a week.

You keep a working fallback, your team learns the new inbox on real traffic, and you can compare answers side by side. Only when Kognit is handling things well do you turn the old forwarding off.

Supported migrations

Kognit can import historical support data from:

  • Zendesk
  • Gorgias
  • Freshworks / Freshdesk
  • Intercom
  • HubSpot
  • Zoho Desk

Start from Connections and choose the platform you are leaving. Each needs credentials from the source system — typically an API key and your account domain.

What comes across

ImportedNot imported
Tickets and their message historyInternal notes on some platforms
Contacts and their detailsCustom fields with no equivalent
Ticket status and timestampsAutomations and triggers
TagsMacros and canned responses

Automations do not transfer between products — the trigger models are too different for a faithful conversion. Plan to rebuild them; it is usually an hour of work and a good opportunity to delete the ones nobody remembers writing.

Migrate your knowledge, not just your tickets

The mistake most teams make is importing years of tickets and no knowledge. Your ticket history is an archive; your help centre articles are what makes the AI useful on day one.

Copy your existing help centre content into AI Brain before you go live. See Train the AI.

Suggested sequence

  1. Day 1 — Connect Kognit, forward mail to it alongside your current tool
  2. Day 1 — Import knowledge base content; import history if you want it
  3. Days 2–5 — Team works tickets in both; Autopilot off
  4. Day 6 — Turn Autopilot on with a high threshold
  5. Day 8 — Stop forwarding to the old tool
  6. Day 15 — Cancel the old subscription

Do not cancel the old tool until you have gone a full week without opening it.

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