Migrate from ClearFeed to Intercom

ClearFeed Tickets map to Intercom Tickets. Each ClearFeed ticket carries a unique ID (CF-XXXXX format), title, status (Open, In Progress, Resolved, Closed), priority (Low, Medium, High, Urgent), assignee, collection_id, creation timestamp, and Slack thread URL. We map ticket status to Intercom ticket state, priority to a custom ticket attribute, and preserve the original ClearFeed ticket ID as an external_id field for cross-reference. Slack thread URL is stored as a custom attribute since Intercom Tickets do not natively reference Slack threads.

ClearFeed conversation threads (all Slack messages on the ticket thread) map to Intercom conversation_parts. Each message is a conversation_part with author attribution (agent or user), timestamp, and body. Internal notes (marked with lock emoji in ClearFeed) map to Intercom internal conversation_parts with the internal attribute set to true. External replies map to public conversation_parts. The chronological ordering of the thread is preserved by sequencing conversation_parts by the original Slack message timestamp. This is the highest-volume migration step: a single ticket with a 50-message thread generates 50 conversation_part API calls.

ClearFeed custom fields (including AI-generated fields populated by ClearFeed's language model extraction) map to Intercom custom attributes. We preserve the field type: text fields map to string attributes, number fields to number attributes, date fields to date attributes, and multi-select fields to a list attribute type. AI-extracted field values are migrated as static values (the extracted result) rather than as an extraction pipeline; we document each AI-populated field in the migration manifest so the customer's Intercom admin can evaluate whether to re-derive those values using Fin or another AI tool in the destination.

ClearFeed Collections (groups of related tickets by product line, region, or team) map to Intercom Inboxes. A collection with a direct 1:1 mapping to a single team inbox migrates as a single Inbox. Collections that represent categories rather than team boundaries map to Tags on tickets within the default Inbox, and the customer decides during scoping whether to create separate Inboxes for each collection or consolidate under one Inbox with collection represented as a custom attribute.

ClearFeed agents (responders) map to Intercom admins and agents. User profiles include display name, email, and role (Admin, Agent, Requester). We match by email against the Intercom workspace User table. Any ClearFeed agent without a matching Intercom user is held in a reconciliation queue for the customer's admin to provision before record import resumes. Role and permission hierarchies differ between platforms: ClearFeed Admin maps to Intercom Admin; ClearFeed Agent maps to Intercom Agent (or Teammate in Intercom's terminology).

ClearFeed tags (stored as an array on each ticket) map directly to Intercom Tags. We migrate the full tag array for each ticket, and each tag name is created in Intercom if it does not already exist. Tag-based reporting in Intercom uses the tags attribute on conversations and tickets. Note that Intercom Tags apply to contacts and conversations, not to the ticket object specifically; we apply tags to the conversation associated with each ticket during migration.

ClearFeed Request Channels (Slack channels where incoming requests are captured) do not have a direct Intercom equivalent because Intercom manages its own channel routing (Email, Chat, API, etc.). We preserve channel association as a custom attribute on each ticket or conversation, storing the original Slack channel name and channel ID as string attributes. This allows the customer's admin to filter and report by origin channel in Intercom without requiring a re-integration.

ClearFeed Forms capture structured request data and auto-fill ticket fields. Form definitions must be exported separately from the Integrations Edition. We export form definitions as a JSON schema document and map form field responses to ticket custom attributes in Intercom. Form definitions themselves do not migrate as an Intercom Form (Intercom Forms use a different structure); we document the mapping so the customer's admin can recreate forms in Intercom if needed.

SLA rules and metrics are available on ClearFeed Internal and External Helpdesk plans and map to Intercom SLA policies on the Expert plan. Integrations Edition customers have no SLA data in ClearFeed (the external ticketing system owns SLA), so we flag this during scoping and source SLA data from the connected platform instead of ClearFeed. For Internal and External Helpdesk migrations, we document SLA configuration as a written spec for the customer's admin to configure in Intercom SLA on Expert, or as a workflow-based SLA tracker on Essential or Advanced.

ClearFeed bi-directional sync links to Zendesk, Jira, JSM, ClickUp, Linear, GitHub, and HubSpot are platform-native constructs. We export integration configuration metadata (connected workspace IDs, sync direction, sync scope) as a written inventory document. We do not replicate bi-directional sync as active integrations in Intercom; the customer's admin evaluates each integration and configures the appropriate Intercom-native integration or App Store connection post-migration. Note that ClearFeed's native Intercom sync link is discontinued as a source-side connector (Intercom-to-ClearFeed); customers currently using that bidirectional link need to redesign the integration flow in Intercom.