Migrate from BoldDesk to Intercom

BoldDesk Tickets map to Intercom Conversations with the ticket type selected. We preserve ticket subject as the conversation title, ticket status (Open, Pending, Resolved, Closed) maps to Intercom conversation state (Open, Snoozed, Resolved, Closed), and BoldDesk priority (Low, Medium, High, Urgent) migrates as a custom conversation attribute or ticket type attribute. Conversation assignments (agent and team) map directly. Message threads from BoldDesk ticket conversations migrate as conversation parts in chronological order.

BoldDesk Contact records map directly to Intercom Users (contacts). Standard fields (name, email, phone, organization) map to Intercom's corresponding contact attributes. Any BoldDesk custom Contact fields (dropdown, text, numeric, date, boolean) map to Intercom custom contact attributes. We disable phone number validation on the Intercom side before migration if any source records contain non-standard formats. Contacts without emails are flagged during scoping as they require special handling in Intercom.

BoldDesk Contact Groups (used for bulk operations, SLA policies, and routing rules) map to Intercom Segments. We export the group membership list and re-create it as a dynamic or static Segment in Intercom based on the customer's preferred segment type. Group-level custom fields require a separate custom attribute migration step.

BoldDesk Agent records map to Intercom Teammates. BoldDesk roles (Admin, Agent) map to Intercom access levels (Admin, Agent, Operator) based on the permission scope of each source account. We export agent profiles including name, email, and role. Active versus inactive status is preserved. Any BoldDesk custom role with non-standard permissions is documented for the customer to configure equivalent permissions in Intercom's team settings.

BoldDesk Knowledge Base Articles migrate to Intercom Help Center Articles as HTML content blocks. We export the article body, title, author, and any embedded image references. Complex embedded media (iframes, interactive widgets, dynamic content) is flagged for post-migration content review. Article publish status (Published, Draft, Archived) maps to Intercom's article state. The article creation and last-modified timestamps are preserved.

BoldDesk KB Categories (hierarchical folder structure) map to Intercom Help Center Collections. We preserve the full category tree and reconstruct it as a Collection with nested Sections matching the original hierarchy. Articles are re-linked to their corresponding Sections during migration. The category permissions (if any) map to Collection access settings in Intercom.

BoldDesk custom field types (textbox, dropdown, numeric, decimal, date, datetime, checkbox, URL, regex, lookup) map to Intercom custom attribute types where equivalents exist. Dropdown fields require option-by-option value mapping. Lookup fields from BoldDesk require Intercom custom object or association configuration. Ticket-type attributes in Intercom must be pre-created as part of the ticket type schema before ticket migration begins. We enumerate all active custom fields per object during scoping and design the target schema before data migration.

BoldDesk Canned Responses migrate to Intercom Saved Replies. We export the full template text, subject line (if applicable), and folder structure. The folder hierarchy maps to Intercom's Saved Replies organization. Canned responses linked to BoldDesk workflow triggers do not migrate as automation rules; they are documented as standalone templates for the customer's admin to reassign to Intercom Rules or keyboard shortcuts.

BoldDesk Tags on Tickets and Contacts migrate to Intercom Tags. Tag names and their associations to tickets and contacts transfer directly. Intercom tags are applied at the conversation level for tickets and at the contact level for contacts. We preserve the tag taxonomy exactly as it exists in BoldDesk.

BoldDesk file attachments on Tickets and Knowledge Base Articles migrate to Intercom Files. We download attachment binaries, preserve original filenames and content types, and re-upload to Intercom's file storage. Large files (exceeding Intercom's 10 MB per-file limit) are flagged for the customer to upload manually or use an external hosting link. Attachment references on knowledge base articles are updated to point to the new Intercom file URLs after upload.

BoldDesk Workflow definitions (ticket routing rules, escalation triggers, time delays, SLA policies, canned response triggers) are platform-specific and not exported as transferable automation rules. We document every active Workflow during the discovery phase: trigger type, conditions, action sequence, and target. The customer uses this document to rebuild equivalent Rules in Intercom's Rules engine post-migration. We do not offer automatic workflow translation as the logic models differ substantially.

BoldDesk Reports and Dashboards are not migrated as platform-specific configuration. We deliver a written inventory of all active reports (report name, metric definitions, filter criteria, chart types) so the customer can recreate equivalent reports in Intercom's reporting suite. Historical ticket and agent performance data that underpins the reports is fully migrated and available for reporting in Intercom from day one.