Migrate from C-Desk to Intercom

C-Desk service request tickets map to Intercom Conversations. We preserve ticket ID as a custom attribute for cross-reference, status as conversation state, priority as a custom attribute, and department or location metadata as conversation tags or custom attributes. The C-Desk ticket comment thread maps to Intercom's conversation part history in chronological order, with each C-Desk comment author matched to the corresponding Intercom admin or contact by email lookup. Unassigned tickets require a default team or admin assignment in Intercom before migration proceeds.

C-Desk knowledge base articles with HTML-mode content map to Intercom Articles. We extract the article body and run it through an HTML sanitization step that strips embedded styles, proprietary formatting tags, and relative links that will not render in Intercom's article editor. Sanitized plain-text or clean HTML versions are imported as the article body. Articles requiring manual review after migration are flagged in a post-migration inventory so the customer's admin can republish with Intercom-native styling.

C-Desk's hierarchical topic and subtopic structure maps to Intercom Collections (top-level) and Sections (nested). We extract the topic hierarchy as a standalone object during scoping, preserve parent-child relationships, and create Collections first, then Sections, before importing articles so that the parent reference is satisfied at the time of article insert. The position order of topics in C-Desk's navigation becomes the sort order within Intercom Collections and Sections.

C-Desk user accounts map to Intercom Admins by email match. Role-based access control assignments in C-Desk (agent, admin, department manager) are mapped to Intercom's admin and agent roles, though C-Desk custom role names may not have direct equivalents in Intercom's permission model and are flagged for manual review. Any C-Desk user without a matching Intercom admin account goes to a reconciliation queue for the customer's admin to provision before record import resumes.

C-Desk's multi-department and multi-location ticket routing configuration does not map directly to any Intercom native object. We extract department names, location assignments, and routing rules as a configuration inventory. The customer's admin rebuilds these as Intercom Team Inboxes and assignment rules post-migration. We deliver the complete routing rule inventory with field names, conditions, and target assignments so the admin has a direct blueprint for reconstruction.

C-Desk's email integration settings (inbound email addresses, automated ticket creation triggers, acknowledgement notification rules) are exported as configuration data rather than migrated as active rules. Intercom's email channel uses inbox rules and routing rather than C-Desk-style acknowledgement triggers. We deliver a written configuration inventory listing every C-Desk email trigger, its condition logic, and the recommended Intercom equivalent rule so the admin can rebuild during the transition window.

Ticket and article attachments from C-Desk are downloaded and re-uploaded as Intercom conversation attachments or article images. We preserve original filenames and content. C-Desk attachment storage locations may require direct access provisioning if no API export exists. Intercom caps conversation attachments at 10 MB and article images at 25 MB; files exceeding these limits are flagged and noted for the customer to handle manually or host externally with a link substituted.

C-Desk acknowledgement workflows (automated responses triggered by inbound email or ticket creation) do not migrate as code. Intercom's Rules engine handles similar logic but uses a different condition-action model. We deliver a written inventory of every active acknowledgement workflow in C-Desk, including its trigger, conditions, and automated action, with a mapped recommendation for the equivalent Intercom Rule so the admin has a documented rebuild plan.

C-Desk's article-to-topic linking relationships are preserved as Intercom Article Section assignments during the topic hierarchy import. We resolve the article-to-topic lookup at migration time using the article's parent topic reference from C-Desk, then insert the article into the correct Intercom Section. Articles linked to multiple topics in C-Desk are noted in the mapping inventory for the admin to handle in Intercom's multi-section assignment if required.

C-Desk custom field support is not confirmed in the available research and no public API documentation exists to verify schema availability. During scoping, we request direct database or export access to validate whether custom fields exist on tickets or articles. If confirmed, custom fields map to Intercom custom data attributes (string, boolean, date, number, select, multi-select) which must be created in Intercom before importing any records that reference them. If custom fields cannot be confirmed, they are excluded from scope pending verification.

C-Desk ticket priority levels (such as low, medium, high, urgent) map to Intercom conversation priority values. We use a direct value mapping during the ticket-to-conversation transform, preserving the original priority label so the customer's admin can assign Intercom's priority levels to match after migration if a different label set is preferred.