Migrate from Brisk Support to Intercom

Brisk Support Customer records (name, email, phone, company, and custom attributes) map directly to Intercom Contact records. Email serves as the dedupe key on import. Any Brisk Support custom attributes present on the Customer record map to Intercom Custom Data Attributes on the Contact, with field type preserved (text, number, boolean, date). Customer tier or segment stored as a custom attribute becomes a contact attribute in Intercom for segmentation.

Brisk Support Tickets map to Intercom Conversations with message parts preserving the original ticket body, customer reply, and agent response in chronological order. Internal notes in Brisk Support map to internal notes in Intercom (the internal part type). Ticket status (open, pending, resolved, closed) maps to Intercom's open, snoozed, and closed conversation states. Priority from Brisk Support becomes a contact attribute or conversation tag at migration time.

Brisk Support Agents map to Intercom teammates by email match. Agent names and emails are mapped to Intercom admin accounts provisioned during migration. Role and permission sets in Brisk Support (admin, agent) have no direct export format, so Intercom's default teammate role is assigned with a documented note for the admin to adjust permissions in Settings > Team > Roles post-migration.

Brisk Support Queues do not map directly to Intercom Inboxes because the models differ structurally. Brisk Support uses queue-based ticket routing with weighting and assignment rules; Intercom uses Inbox-to-Team assignment with inbox rules. We map each Brisk Support queue name to an Intercom Inbox, and document the queue's weighting rule, assignment criteria, and escalation path as a structured note for the admin to rebuild as Intercom inbox rules and SLA policies. Multiple Brisk queues can map to one Intercom Inbox if the routing logic can be consolidated.

Brisk Support routing rules (Tier 2+) are configured per organization and have no export format. We capture the rule logic — conditions, agent weighting, queue assignment — as structured notes during discovery. These notes are delivered as a rebuild checklist for the admin to implement as Intercom inbox rules (Settings > Inbox > Rules). Routing rules cannot be migrated automatically because the condition syntax and agent weighting model are proprietary to Brisk Support.

Brisk Support escalation rules define time-based escalation paths (Tier 2+). Intercom uses SLA policies (available on Advanced plan and above) to set first response and next response targets. We map the escalation time thresholds and escalation target (agent or team) from Brisk Support to Intercom SLA milestones and assign the appropriate SLA policy to the migrated Inbox. The escalation action type (notify, reassign, bump priority) is documented separately as it may require a workflow rule rebuild in Intercom.

Brisk Support KB Articles (title, body content, categories, and publication status) map to Intercom Articles published to the Help Center. Article body migrates as rich text; internal-only articles are flagged for the admin to set visibility (internal vs public) in Intercom. Links within articles pointing to Brisk Support URLs are flagged for manual update post-migration. Brisk Support article categories map to Intercom collections or sections depending on the hierarchy depth.

Brisk Support file attachments map to Intercom conversation part attachments uploaded during conversation migration. We export all current attachment files before migration begins and verify file availability during discovery. If the source account is on the Free tier and the 60-day expiration window has passed, any expired attachments are flagged as unavailable with the affected ticket IDs listed. Exported files are re-uploaded to Intercom's CDN and attached to the corresponding conversation part. Tier-gated storage limits (1 GB Free, 5 GB Tier 2, 20 GB Tier 3) do not constrain the Intercom destination.

Brisk Support custom ticket attributes (Tier 3 only) map to Intercom Custom Data Attributes on the Conversation object. We pre-create the attribute in Intercom with the matching data type (string, number, boolean, date) during schema setup, then map the attribute values during ticket-to-conversation import. If the source account is on Tier 1 or Tier 2, no custom attribute records exist and this step is skipped. The mapping is per-organization and requires field-level mapping to Intercom's attribute schema.

Brisk Support provides aggregate reports on agent activity, queue activity, response time, and resolution time with no publicly documented export API. We export available report data in structured CSV format during discovery. The reporting schema, saved filters, and dashboard layouts do not migrate; the exported CSV files are handed to the customer as a reference dataset for rebuilding reports in Intercom Analytics or exporting to an external BI tool.