Migrate from Aritic Desk to Intercom

Aritic Desk Tickets migrate to Intercom Conversations with ticket ID preserved as a custom conversation attribute for cross-reference. Ticket subject becomes the conversation title. Ticket description becomes the first conversation part. Status (Open, Pending, Resolved, Closed) maps to Intercom's conversation state model with a custom status__c attribute retaining the original Aritic Desk status label. Priority and ticket type migrate as conversation tags. Response threads from Aritic Desk are reconstructed as sequential conversation parts with timestamps and author attribution preserved.

Aritic Desk Customers map to Intercom Contacts. The customer email, name, phone, and custom properties migrate directly. If the Aritic Desk Customer has no associated Organization, the record lands as a standalone Intercom Contact. Lifecycle or status flags from Aritic Desk migrate as custom attributes. We map the Aritic Desk customer ID to a custom contact attribute aritic_id__c for reconciliation.

Aritic Desk Organizations map to Intercom Companies. Organization name, domain, industry, and size tier migrate. The link between Customer records and their parent Organization is preserved by attaching each migrated Contact to the corresponding Intercom Company via the company_id relationship. The Aritic Desk organization ID is stored as company_id__c for reconciliation.

Aritic Desk Agents migrate to Intercom Team Members. Agent name and email map directly; role (Admin, Agent) determines Intercom inbox assignment permissions. We map agent IDs to Intercom user records and flag any custom permission profiles that may require manual reconfiguration in Intercom's permission settings. Active and inactive status from Aritic Desk is preserved.

Aritic Desk KB Categories map to Intercom Collections. The category name, description, and default publish state migrate. Parent-child relationships between Categories in Aritic Desk are preserved as top-level Collection structure in Intercom. Locale and language settings from Aritic Desk migrate as Collection metadata.

Aritic Desk KB Sections map to Intercom Sections nested within the parent Collection. The section name and order within category migrate. If Aritic Desk allows articles without a parent section, we assign those articles to a default section within the destination Collection and flag them for manual reorganization.

Aritic Desk KB Articles map to Intercom Articles within the corresponding Section. Article title, body content, author, and creation date migrate. We strip Aritic-specific dynamic tokens and conditional content blocks used for personalization and flag each affected article for the customer's knowledge base team to review and restore personalization using Intercom's equivalent mechanism. Publish status migrates as draft or published.

Aritic Desk Macros are text templates with dynamic placeholders like {{ticket.customer_name}} and {{ticket.id}}. We extract macro content as plain text and flag every macro with Aritic-specific tokens that require manual review and repopulation in Intercom's Saved Content feature using Intercom's {{requester.name}} and conversation variables. Macros with conditional logic based on Aritic-specific field names are documented separately for workflow rebuild.

Aritic Desk SLA policies (first response time, resolution time) and SLA schedules migrate as structured metadata documentation. Intercom's SLA configuration is platform-native and cannot be programmatically populated via its documented API. We deliver a written inventory of each Aritic Desk SLA with its thresholds, business hours, and applicable ticket filters, plus the recommended Intercom SLA equivalent settings for the customer's admin to configure post-migration.

Aritic Desk CSAT scores linked to ticket records migrate with rating value, respondent email, and ticket reference preserved as custom conversation attributes. Intercom's native Conversation Rating feature captures post-resolution satisfaction independently; migrated CSAT responses land as historical data attributes rather than native ratings to avoid duplicating the survey trigger.

File attachments on Aritic Desk tickets and KB articles are extracted and uploaded to Intercom's file storage via the Intercom API. We flag files exceeding Intercom's size limit or unsupported file types for manual handling. Image attachments migrate with the original URL preserved as a reference attribute.

Tags applied to tickets and customers in Aritic Desk migrate as flat label arrays attached to the corresponding Intercom Conversation or Contact. We verify tag character encoding compatibility. Tag taxonomy and organizational hierarchy from Aritic Desk (if any) is preserved as a tag prefix convention in Intercom.