The article addresses a few technical and access aspects of Nezasa's new support tooling powered by Intercom.
Login
There is no separate login anymore with Intercom. Log in to your TripBuilder instance, and you automatically are authenticated in Intercom.
No own instance?
In the past, we handed out dedicated Zendesk accounts to app developers. This option is gone now. Your options are as follows:
A Nezasa customer gives you an account on their instance. Especially for agencies working for a specific customer, this might be the preferred approach.
Sign an NDA to get a free account on our partners instance.
Sign a partner contract and get your own TripBuilder instance.
What data was migrated?
All tickets with their relationship to companies and users have been migrated.
How was the Zendesk data mapped to Intercom?
User Mappings
Yes, if the email address were identical in Zendesk and TripBuilder, then we have created a direct mapping. Thus, when you log in to your TripBuilder instance and go to the tickets section in the new help widget, your tickets are listed.
Special User Mappings
Certain TripBuilder / Zendesk accounts didn't share the exact same email, but Nezasa manually mapped it to the correct user.
No mapping possible: if this was the case, the unmapped email address is still part of the ticket and gets notifications. Also, the names of the is retained on the ticket in any case.
Company Mappings
Also, if you open the ticket portal (link in the ticket section), you'll see the all tickets of your company. If you have multiple TripBuilder accounts on the same email address, you have multiple company mappings in Intercom. You'll see a dropdown in the ticket portal.
Ticket Mappings
All tickets were migrated and show in your company account. The status names of tickets is still similar to Zendesk.
Zendesk Ticket ID
Unfortunately, the ticket ID couldn't be migrated. Intercom assigned the tickets a new ID. In case you urgently need to be able to map the old Zendesk ID to a Intercom ID, get in contact with our support for help.
Where did AskNez, the AI Bot go?
AskNez has been replaced by Fin AI powered by Intercom. Fin AI is a more refined bot with the same knowledge (resp. even more by now) as AskNez had.