“A helpdesk migration is complete when the next reply has the old context, the new owner, and a tested channel path.”
Resource guide
Migration plan
Move support history into Ochre without losing the customer story
Plan the import from Zendesk, Intercom, or Help Scout, map the data your team depends on, preserve searchable history, cut channels over deliberately, and launch with QA and rollback controls already assigned.
Import plan
3 sources
Zendesk, Intercom, and Help Scout migrations start with export scope, API access, and record ownership.
History
Preserved
Conversation transcripts, internal notes, attachments, tags, timestamps, and authors remain usable after cutover.
Cutover checklist
Sources: Zendesk, Intercom, Help Scout exports scoped and approved
Mapping: users, companies, conversations, tags, status, owners, and attachments
History: transcripts, notes, timestamps, authors, and article links preserved
Channels: email forwarding, live chat, and Slack Connect staged before launch
3 sourcesImport planZendesk, Intercom, and Help Scout migrations start with export scope, API access, and record ownership.
PreservedHistoryConversation transcripts, internal notes, attachments, tags, timestamps, and authors remain usable after cutover.
ControlledLaunchChannel cutover, QA, fallback routing, and launch ownership are decided before customers depend on the new queue.
Migration control room
Cutover checklist
3 sourcesPreservedControlled
Search conversations, customers, docs...⌘K
ochre.ochrehq.com
Migration control room
HANDL.
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Maria Chen
nowCan we change seats before renewal?
OpenEmail
Maria Chen / #TKT-c_58babc0a02
Subject Can we change seats before renewal? · Channel Email
Open
Mmaria@northstar.io01:03
Can we change seats before renewal? We need to add two teammates this week.
Ochre AI draftsourced
You are on Starter with 3 included seats. I can switch you to Per Seat and keep your May 28 renewal date unchanged.
Stripe plan matchedHubSpot contact attached2 prior threads found
Reply to Maria Chen...
Context attachedOperating model
Scroll through the actual operating path.
Each card locks into place as you move down the page, updating the product scene above and keeping the current workflow step in focus.
Proof points
Built from the work support actually does.
“History has to survive as searchable support memory, with enough source metadata to reconcile anything that looks wrong.”
Start with one clear support path, then add the depth your team needs.
Ochre keeps the workflow concrete: one inbox, one customer story, one visible AI review path, and a practical route into the rest of the platform.