Migrate from ClickDesk to Intercom

ClickDesk helpdesk tickets (subject, description, status, priority, agent assignment) map to either Intercom Conversation or Ticket depending on the customer's use case. Live support threads that originated as ClickDesk live chats map to Conversation for Messenger visibility and real-time reply capability. Structured back-office requests (bug reports, feature requests, internal tasks) map to Ticket which supports defined states and custom attributes. We make the Conversation-versus-Ticket decision during scoping based on the customer's ClickDesk ticket channels and use patterns. Closed tickets that were historically emails map to Conversation (email-type) for consistent conversation threading in Intercom.

ClickDesk live chat sessions stored as conversation threads with visitor info, agent name, and message timestamps map to Intercom Conversation records. Each message in the ClickDesk thread becomes an Intercom conversation part (the individual reply). Visitor name and email from ClickDesk map to the Contact name and email fields on the Intercom conversation. We set the conversation type to 'Chat' and preserve the original agent assignment and timestamp. Note: ClickDesk chat sessions are always associated with a visitor contact, but the contact must exist in Intercom before the conversation import can reference it — we pre-import contacts in a preceding phase.

ClickDesk visitor and contact records (name, email, phone, tags, social toolbar data) map to Intercom Contact. Visitors who have not provided an email map to Intercom Lead instead. We use ClickDesk's visitor email as the primary dedupe key; if a Contact with the same email already exists in Intercom we update rather than duplicate. Tags from ClickDesk visitor sessions map to Intercom Contact tags. Social Toolbar source (Facebook, Twitter) stored as a custom attribute on the Contact.

ClickDesk agent profiles (name, email, department) map to Intercom Admin or Teammate records. Intercom Admins have full workspace access; Teammates have inbox-only access. We recommend mapping ClickDesk agents with admin-level permissions to Intercom Admin and all others to Teammate. Department assignments from ClickDesk map to Intercom Teams, which are created before agent import so that the team assignment is set at insert time. Online/offline status is not persisted as ClickDesk does not retain this state.

ClickDesk departments (Sales, Support, etc.) used for chat routing map to Intercom Teams. We create Intercom Teams during the pre-import phase and map each ClickDesk department to the corresponding Team ID. Agent-department assignments resolve to Team membership in Intercom.

ClickDesk canned responses (short text snippets with category labels) export as a flat list from the ClickDesk UI. We map them to Intercom Saved Replies which are workspace-level templates available to all agents. ClickDesk categories map to Saved Reply names or descriptions. Because ClickDesk does not have a bulk export for canned responses, we extract them manually or via structured UI capture and format them as CSV for Intercom's saved replies bulk import.

ClickDesk offline messages submitted when no agents are online are queued separately and exported as tickets with an 'Offline' channel marker. We import these as Intercom Tickets (not Conversations, because there is no live Messenger thread to continue) and set a custom attribute cd_channel_source = 'Offline' to preserve the origin context. Creation timestamps are preserved. These tickets appear in the Intercom inbox alongside any migrated chat-based tickets.

ClickDesk social toolbar pulls Facebook and Twitter messages into the same inbox. We map these to Intercom Conversations with the channel source stored as a custom attribute (cd_channel_source = 'Facebook' or cd_channel_source = 'Twitter'). The social message content and timestamps migrate as conversation parts. If the social contact email is available, we associate the conversation with the corresponding Intercom Contact; if no email, we treat it as an anonymous conversation.

ClickDesk embedded browser telephony produces chat history entries with call duration, direction (inbound/outbound), and agent attribution. We map these to Intercom Conversation parts of type 'note' with the call summary stored as plain text, or to a custom Intercom Call custom object if the customer is on a plan that supports Custom Objects and wants call records as separate objects. Call duration and direction store as custom attributes on the conversation part.

ClickDesk visitor and chat tags (flat label arrays) map to Intercom Contact tags. Tags used for classification (department tags, source tags) also map to Contact tags. We export tags as a deduplicated label list and import them as Intercom workspace tags. If the customer uses tags as structured data (e.g., product category tags), we recommend mapping them to Intercom Custom Attributes on the Contact object during scoping.

ClickDesk basic reporting (chat volume, response times, agent handle times, satisfaction scores) has no export mechanism. We do not migrate reporting data. The customer should screen-capture or manually export any historical metrics from ClickDesk's dashboard before the migration window. We note reporting gaps in the migration summary.