Migrate from Awesome Support to Intercom

Awesome Support Tickets are custom post types (wp_posts, post_type 'ticket') and map to Intercom Conversations. The ticket ID, subject, creation date, and last-modified date migrate as the conversation id, title, created_at, and updated_at. We preserve original ticket URLs from WordPress in a custom attribute wpas_ticket_id__c for audit and cross-reference. Ticket status (Open, Pending, Closed, etc.) maps to Intercom's open, closed, and snoozed state plus a custom attribute for the original Awesome Support status label.

Public ticket responses stored as WordPress comments (wp_comments, comment_type 'comment') map to Intercom Messages of type comment. We resolve the agent or submitter identity against the migrated Contact or Teammate record and set the message author reference accordingly. The original comment date sets the message created_at timestamp. HTML content is preserved as-is; we validate that special characters and embedded images are re-uploaded or referenced correctly.

Private agent notes stored as wp_comments with comment_type 'wpas_note' or a similar internal flag map to Intercom Messages of type note. These are distinguishable from public responses by comment_type in the WordPress database. We preserve the note flag so internal context is not exposed to the end customer in Intercom. The original note author and timestamp migrate alongside the content.

Registered WordPress users who submitted tickets map to Intercom Contacts. We resolve by email address and carry across display name, email, and any user meta fields as Intercom custom attributes. The HubSpot-to-Intercom parallel pattern of pre-creating contacts before conversations applies here as well: contacts must exist before their associated ticket history is imported as conversations.

Guest ticket submitters lack a WordPress user account (no wp_users entry) and exist only in ticket meta (wpas_user_email, wpas_user_name). We extract these from wp_postmeta, create an Intercom Contact using the email as the primary identifier, and carry the guest name as a custom attribute. Guest contacts are a common data gap in WordPress helpdesk migrations; we flag any ticket with a guest submitter separately during scoping.

Awesome Support Agents are WordPress user accounts with the appropriate WordPress role or capability added by the plugin. We map wp_users to Intercom Teammates, preserving display_name, user_email, and the role assignment. If the destination Intercom workspace uses Teams (grouped inbox), we map the WordPress role to an Intercom Team. We resolve Teammates by email match and flag any Agent without a matching Intercom user for the customer's admin to provision before conversation import.

Awesome Support custom fields are stored in wp_postmeta with keys prefixed by wpas_ or the Custom Fields add-on namespace. We enumerate all custom field keys per ticket, map each to an Intercom custom attribute (created under Settings > Data > Custom Attributes before import), and handle field types: text maps to string, select to dropdown, checkbox to boolean, number to number, and taxonomy fields to string with comma-separated values. Add-on-specific custom fields (Gravity Forms, time tracking) use their own meta key prefixes and are enumerated separately during discovery.

Tags are stored as WordPress post terms (wp_terms joined via wp_term_taxonomy where taxonomy = 'ticket_tag'). We export the full tag taxonomy and apply tags as Intercom Labels on the migrated Conversation. Labels appear in Intercom's conversation sidebar and filtering UI, giving the support team the same tag-based segmentation they relied on in Awesome Support.

Awesome Support allows renaming status labels via settings (e.g., renaming 'Open' to 'In Progress' or 'New' to 'Awaiting Customer'). We read the current status label configuration from wp_options and map renamed labels to Intercom conversation states (open, closed, snoozed) plus a custom attribute as_status__c carrying the original Awesome Support label for reporting continuity.

Attachments are WordPress media items associated with the ticket post via wp_postmeta. We extract attachment URLs and re-upload them to Intercom's file storage, linking each file to the relevant Message in the migrated conversation. We validate attachment URLs during extraction, flag any that return 404 or redirect errors, and re-attach from a backup source or the original ticket email thread if available.

Satisfaction survey responses (star ratings and feedback text) are stored in wp_postmeta with a wpas_satisfaction_ prefix, but only when the Satisfaction Survey add-on is active. Not all Awesome Support installations have this add-on. We export available survey data and map ratings to a custom attribute csat_rating__c on the Contact and survey feedback text to csat_feedback__c. We confirm add-on status during discovery and exclude this object if the add-on is not present.

Time Tracking is a separate add-on that stores billable hours against tickets in a dedicated meta key namespace or custom table. Entries include agent, duration, and optional billing notes. We export time entries as text notes appended to the conversation (internal note type) with the duration in HH:MM format and the billing note included. Intercom does not have a native billing or time-tracking object, so the representation is note-based rather than structured.