History structure choice before support import
Decide whether imported history should become conversations or tickets before scripting the migration so the buyer sees one coherent system instead of a messy hybrid.
Why this can grow a startup
A migration starts feeling risky when the destination model is fuzzy. If one team thinks the old records are live support threads and another thinks they are structured back-office tickets, the switch inherits confusion before users even log in. Choosing one primary structure early keeps the scripts simpler, the validation cleaner, and the buyer's mental model more stable.
Company example
Intercom's migration guide tells teams to choose whether Zendesk history should be created as conversations or tickets before writing import scripts, and warns that mixing structures adds complexity.
Source and metric
Source: Intercom Help · Browse Intercom Help tactics
Limit the number of record structures created during migration
Source discovered: May 26, 2026
When to use it
Use this when Support, Product, Docs is relevant to migration, support ops, data model and you can run a bounded test with a free 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.
Founder checklist
- Read Intercom Help and identify what is directly supported.
- Choose one channel context: Support, Product, Docs.
- Define the test around Limit the number of record structures created during migration.
- Set an owner, evidence window, and stop condition before launch.
Explore the context
Apply this with an operator
Choose product surfaces that compound distribution without hiding weak activation or retention.