Ensuring seamless screenshot automation during a help center migration

Company

A venture-backed software company powering the creator economy, with over 500 employees and customers around the world.

Industry

Software, Creator Commerce

Key Features

Help Center Audit, Screenshot Comparisons, Intercom Sync, and Implementation Services.

Overview

For fast growing software teams, platform migrations are almost inevitable. As companies scale, workflows evolve and systems that once worked well are often re-evaluated to ensure they can support the next stage of growth. For customer support and knowledge management teams, this typically centers on the help desk — the system that manages customer conversations across channels and frequently serves as the home of the help center itself.

For a venture-backed software company with over 500 employees, that moment arrived with a decision to migrate from Zendesk to Intercom as part of a broader customer engagement and support strategy. But the move raised an immediate question: what would happen to the thousands of automated screenshots powering their help center?

The global company had long partnered with LaunchBrightly to automate screenshots at scale, managing many thousands of automation recipes that continuously capture fresh product screenshots and sync updated screenshots directly to their help center as part of a structured screenshot governance process. Preserving the continuity of that automation workflow was crucial for keeping help center content accurate and fully up-to-date throughout the migration and beyond.

Challenge

A help center migration is rarely as simple as just moving content. Articles can be mapped, URLs can be redirected and layouts redesigned — but screenshots often come with a far more fragile dependency. In most help centers, screenshots are tightly coupled inside the platform where screenshots and help content live.

The idea of falling back to manual [screenshot] updates wasn’t an optionSenior Director of Customer Experience

The global software company had thousands of product screenshots already automated and strictly governed inside Zendesk through LaunchBrightly’s screenshot audit process. Screenshots that customers rely on for clarity and support, that AI agents rely on to deliver accurate and trustworthy guidance, and that are continuously refreshed to reflect a fast-moving, ever-evolving product.

Having already done the hard work of modernizing how they manage screenshots, the company needed confidence that moving to Intercom would not undo the automation foundation they’d already put in place. They were not just migrating content — but migrating an entire screenshot governance system.

“We’d already invested heavily in building a screenshot governance process that could actually keep pace with our product,” the Senior Director of Customer Experience shared. “The idea of falling back to manual updates wasn’t an option. We needed complete confidence that nothing would break — and that our automation foundation would carry forward intact.”

That’s where LaunchBrightly’s future-proof automation architecture made the difference.

Solution

LaunchBrightly's screenshot automation platform was designed to be platform-agnostic and built to adapt to the ever evolving support landscape.

The screenshots that LaunchBrightly sync back to help center platforms embed structured metadata directly within every automated screenshot. This metadata preserves the relationship between each screenshot and its context — which article the screenshot belongs to, where it appears in the article and which automation recipe governs it.

We flipped the switch, ran our audits as usual, and everything just workedSenior Content Specialist

As the company prepared to move from Zendesk to Intercom, LaunchBrightly’s implementation specialists worked closely with their team to ensure screenshot automation would continue uninterrupted — that the process would require no recipe rebuilds, no screenshot recreation and no manual intervention inside articles.

Once the new Intercom help center was ready, all the global company needed to do was connect the Intercom integration inside LaunchBrightly and switch the active integration from Zendesk to Intercom.

On the very next recurring screenshot audit, LaunchBrightly automatically detected the migrated articles, matched screenshots using embedded metadata and resumed syncing updated screenshots directly into Intercom — without any fuss, and without interruption.

“To be honest, it felt almost too easy,” said a Senior Content Specialist. “We flipped the switch, ran our audits as usual, and everything just worked.”

The Outcome

LaunchBrightly’s architecture — built around a persistent, metadata-driven link between automation recipes and screenshots — ensured the company could migrate help center platforms without breaking a single automated workflow. Not only were all screenshots carried over seamlessly, but they also preserved their entire screenshot governance.

As a result, the team was able to focus on the broader migration with confidence, and without worrying about the state of their visual documentation. Because LaunchBrightly treats automated screenshots as durable, living assets — not static files — the help center stayed accurate throughout the transition and is now future-proofed against whatever tooling decisions come next.

“Knowing our screenshot automation would survive the migration gave us huge peace of mind,” the Senior Director of Customer Experience for the company shared.
“It removed an entire category of risk from a complex, multi-month project.”

We'd love to show you how screenshot automation can work for you, so feel free to shoot us an email at hello@launchbrightly.com — OR just grab some time on our calendar. 🤗

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