Drain-and-fill cutover before final support history batch
Move new support traffic to the new tool first, work both systems temporarily, and migrate the remaining closed history after the old queue drains.
Why this can grow a startup
Not every migration needs a dramatic big-bang cutover. A drain-and-fill approach reduces risk by separating live routing from final history cleanup. The support team can start learning the new workspace while the old system naturally loses open threads, and the buyer sees a calmer path that does not depend on one perfect weekend move.
Source-backed example
Intercom's migration guide describes a drain-and-fill approach where teams cut over to Intercom before launch, work both tools until the old queue closes out, and then run the last migration batch.
Source-reported evidence
Source: Intercom Help · Browse Intercom Help tactics
Final migration batch runs only after remaining open tickets in the old tool are closed
Attributed to the cited source; GrowthDex has not independently verified it. Use this as context, not as a forecast, benchmark, or recommended target.
Evidence scope: claims and metrics are attributed to the linked source; GrowthDex has not independently replicated the reported result. Check the original context and validate fit before applying it. Read the evidence methodology.
Source discovered: May 26, 2026
When to use it
Use this when Support, Operations, Lifecycle is relevant to migration, cutover, support ops and you can run a bounded test with a medium budget.
When not to use it
Do not use it as a substitute for customer evidence, a clear owner, or a measurable stop condition. Local platform rules and market behavior still need checking.
How to do it
- Choose one target segment and define the exact next action this tactic should prompt.
- Adapt the tactic to Support and Operations, using evidence from Intercom Help as context—not as a promised result.
- Record a baseline for: Users who resolve the issue and complete the next useful action. Set a guardrail that would make you pause the test.
- Run a narrow pilot and choose a test window that fits the normal decision or use cycle; do not scale before you have observed the full cycle.
- Compare the signal with its baseline. Scale only if the intended action improves without crossing the guardrail; otherwise revise one variable or stop and record what you learned.
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