Moving from another support tool means deciding what to bring with you. Some of it imports automatically, some has to be rebuilt, and a little is not worth moving at all.
Gleap has built-in importers, but they don't all cover the same ground.
Help center articles and collections can be imported from Intercom, Zendesk, Freshdesk, Help Scout, and HubSpot.
Past conversations can be imported from Intercom, Zendesk and HubSpot only. If you're coming from Freshdesk or Help Scout, your articles move but your ticket history does not.
Contacts, articles, and tickets can all be imported from CSV, which is the route for any tool without its own importer. Contacts and articles are imported from their own sections; ticket CSV import sits in a slightly different spot — the cog icon on a ticket board.
Configuration doesn't transfer between products, because the concepts rarely line up one to one. Expect to set up again:
Automations, rules and macros
Saved replies, which become message templates
Team structure, roles and assignment rules
Integrations with your other tools
Email domain verification and sender settings
This is usually less work than it sounds, and it's a good moment to drop the rules you built around a previous tool's limitations rather than recreating them.
Old articles are the main temptation. If a page was already out of date in your previous tool, importing it puts a wrong answer into the content your AI reads from. Import everything if you want the history, then review before publishing — or import selectively and leave the rest behind.
Install the SDK and identify your users first, so Gleap is collecting real conversations while you set the rest up. Import your help center next, since that is what the AI answers from and it takes review time. Verify your email domain early, because DNS changes can take up to 48 hours.
Keep both tools running in parallel for a while. Point new conversations at Gleap and leave the old tool reachable for open threads until they close on their own. A hard cut-off on a Monday morning tends to produce a bad week.
If your product already has an Intercom integration in code, an AI coding agent can do the swap for you — see "Let an AI coding agent install Gleap".
