Migrate from Capacity to Intercom

Capacity Tickets map to Intercom Tickets. We extract ticket ID, title, description, status, priority, assignee, created_at, and updated_at. Capacity's ticket status values (Open, Pending, Resolved, Closed) map to Intercom Ticket state values with a custom status field preserving the original Capacity state for audit. Custom ticket fields migrate as Intercom Ticket Attributes (custom attributes on the Ticket object), but picklist values require validation against Intercom's attribute configuration before import.

Each Capacity Ticket contains a Conversation thread with message records, timestamps, author attribution, and internal notes. We preserve all messages and internal notes as Intercom Conversation parts. The author attribution migrates by email match against the migrated User list. Internal notes in Capacity map to Intercom's internal note type within the conversation thread.

Capacity KB Articles map to Intercom Help Center Articles. We extract title, body text, author, created_at, updated_at, and publish status. Rich formatting, embedded media, and version history do not preserve from Capacity's KB export; we flag formatting losses that require post-migration review and note that articles will need reformatting if visual layout matters. Article bodies transfer as HTML or markdown depending on Capacity's export format at migration time.

Capacity's KB Category tree maps to Intercom's Collection hierarchy with sub-collections. Nested category depth may exceed Intercom's default collection nesting limits depending on the customer's KB depth. We extract the full category tree during discovery and document where nested hierarchies differ so the customer's admin can reorganize manually after migration. Articles are assigned to collections by category membership at migration time.

Capacity User records (name, email, role, team assignment) map to Intercom Admins and Agents. Role mapping translates Capacity's role levels to Intercom's agent, admin, and viewer permission tiers. Team assignments migrate as Intercom Team memberships. Any Capacity user without a matching email in the destination Intercom workspace goes to a reconciliation queue for manual provisioning before conversation import begins.

Capacity Teams group agents for routing purposes and map directly to Intercom Teams. Team structure and member assignments migrate. Routing rule dependencies that reference team assignments are noted as part of the automation inventory and do not transfer as functional rules; they are documented for rebuild in Intercom's Workflow builder.

File attachments on Capacity Tickets and KB Articles are extracted and linked to the corresponding record at the destination. We validate file sizes against Intercom's attachment limits and flag any that exceed the threshold for alternative handling. Large file handling requires size validation during discovery. Image attachments embedded in KB article bodies migrate with the article body content where extractable.

Tags applied to Capacity Tickets for categorization migrate as Intercom Tags on the conversation. Intercom's tagging taxonomy supports tags on conversations and contacts. We preserve the tag names and apply them at migration time. If the customer's tag taxonomy exceeds Intercom's practical tag limit per conversation, we prioritize the most-used tags and document the remainder for manual application.

Custom fields on Capacity Tickets require field-level mapping to Intercom Ticket Attributes. We validate custom field data types during discovery and flag any that require transformation before migration. Picklist values in Capacity may not map 1:1 to Intercom attribute options; we document mismatches and either create matching options in Intercom or flag for manual data entry. This is a high-effort item on migrations with many custom fields.

Historical reporting metrics from Capacity (ticket volume, response times, resolution rates) are available via export. We extract aggregated statistics as a reference file. We recommend rebuilding reports in Intercom's analytics dashboard post-migration because Intercom calculates metrics differently. The reporting data migration serves as baseline context for the admin rebuilding dashboards, not as a live analytics import.