Migrate from DeskDirector to Intercom

DeskDirector Tickets map to Intercom Conversations. Each ticket's subject, description, priority, and status transfer to the conversation's title, initial message body, SLA priority level, and conversation state (open, resolved, snoozed). Board assignment in DeskDirector maps to the Intercom team assignment and inbox routing rule. We detect tickets older than six months with no recent update activity and flag them explicitly during scoping so the customer can patch last-update timestamps in DeskDirector before export if they want to preserve them in scope.

DeskDirector Contacts migrate to Intercom Contacts by email match as the dedupe key. VIP, Approval, and Invoice access flags are preserved as Intercom custom data attributes (boolean flags: dd_vip_contact__c, dd_approval_contact__c, dd_invoice_access__c) so the customer's admin can reference them in routing rules or SLA policies. If a contact is associated with multiple DeskDirector companies, we attach the contact to all relevant Intercom company records via the multi-company association.

DeskDirector Company records map to Intercom Companies by domain match as the dedupe key. The DeskDirector Domain SID and Email Domain fields are preserved in custom data attributes (dd_domain_sid__c, dd_email_domain__c) for reference if the customer plans to configure domain-based routing in Intercom. Active Directory auto-login configuration does not transfer; it must be re-established if AD SSO is required at Intercom.

DeskDirector Boards act as ticket queues with independent permission sets. Each DeskDirector Board maps to an Intercom Team with a corresponding Inbox. Board-level contact access permissions translate to team-level permission rules in Intercom. We build the board-to-team mapping during scoping based on the customer's current board structure and the desired team distribution. Board permission overrides not discoverable via API are confirmed with the customer before migration.

DeskDirector Agents map to Intercom Teammates. We resolve by email match against the Intercom workspace. Agent-to-board assignments migrate as team membership in Intercom. Chat presence settings from DeskDirector do not have an Intercom equivalent; these are documented but not migrated. Agents without a matching Intercom Teammate account go to a reconciliation queue for the customer's admin to provision before record import resumes.

DeskDirector SLA configurations (response time, resolution time, priority mappings tied to Boards) migrate as configuration records. Each SLA policy definition transfers to an Intercom SLA Policy with the same response and resolution time targets and priority mappings. SLA metrics are attached to the relevant Intercom Inbox. Actual SLA breach records and historical SLA performance data are not migratable; Intercom calculates SLA compliance from the moment of migration onward.

DeskDirector Knowledge Base articles and category hierarchy migrate to Intercom Help Center articles and collections. Article body content, category names, and article ordering transfer via the Intercom Articles API. AI Assistant rule configurations attached to KB articles are DeskDirector-specific and do not migrate; we flag them and recommend rebuilding as Fin AI Agent procedures post-migration.

DeskDirector Dynamic Forms with conditional logic export as configuration JSON. The form field definitions, conditional logic branches, and pre-triage capture logic require manual re-implementation in Intercom as operator bot greetings and Fin AI Agent greeting configurations. We preserve the full form configuration as a JSON artifact in the migration deliverables for the customer's admin to reference during rebuild.

Tags on DeskDirector Tickets and Companies migrate 1:1 as string arrays on the corresponding Intercom Conversation and Company records via the tags API. Tag naming conventions are preserved as-is. Tags are flat-keyed in both platforms with no hierarchical structure.

Ticket attachments referenced via URL in DeskDirector are preserved as URL references in Intercom conversation messages. If DeskDirector attachments are stored in DeskDirector's blob storage, the destination URL breaks after cutover unless the customer configures an attachment forwarding mechanism or re-uploads the files to Intercom's storage. We document every URL reference and flag it as a post-migration action item.