Migrate from Deskhero to Intercom

Deskhero Tickets map to Intercom Conversations with ticket status, priority, and timestamps preserved as conversation metadata. Full message threads migrate as Conversation Parts with author attribution, timestamp, and internal/private note flags converted to Intercom's public reply versus private admin note model. Custom ticket fields migrate as conversation attributes via Intercom's custom conversation attributes API. Deskhero's group and agent assignment map to Intercom's Admin and Team assignment fields.

Deskhero Conversations are nested message threads inside each Ticket. Intercom stores these as Parts within the parent Conversation object. We flatten each Deskhero conversation into ordered Parts, preserving message sequence by timestamp. Attachment references migrate as Intercom file attachment URLs. Internal Deskhero messages marked as agent-only transfer as private admin notes in Intercom.

Deskhero's flat article structure maps to Intercom's three-level hierarchy. We use a default Collection named after the Deskhero help center, and each Deskhero article category becomes an Intercom Section. Articles without a Deskhero category assignment land in a default section and are flagged for manual reorganization post-migration. Article body content, section headers, multilingual translations, and attachment references migrate fully. Internal links between articles are rewritten to match Intercom URLs during migration.

Deskhero custom fields (up to 250 on Large tier) map to Intercom Data Attributes on contacts and companies. We preserve field names, data types (text, number, date, dropdown), and current values per ticket. Intercom's Data Attributes API supports string, integer, float, boolean, date, and enum types — field types that cannot map directly are stored as string values and flagged for manual conversion. Custom ticket fields become conversation-level attributes.

Deskhero Groups define team routing and agent permissions. They map to Intercom Teams with group membership lists transferred as team membership. If Intercom's team assignment model is not used, agents can be assigned individually from the migrated group list. Group-level permission structures are documented for the customer's admin to recreate in Intercom's admin permissions model.

Deskhero Lists (segmentation objects with up to 10,000 entries on Large tier) map to Intercom Segments. List entries tied to customer records by email are matched to Intercom contacts during migration. We preserve the list name, entry count, and entry-to-contact associations. Segments requiring real-time behavioral criteria are documented for rebuild in Intercom's segment builder.

Deskhero Forms generate tickets from web submissions. Form field structure and routing rules are documented as a written specification. Form submissions that created tickets are migrated as the tickets themselves. Intercom does not have a direct form migration path — the customer rebuilds forms in Intercom's Operator or a connected form builder, using our documented field structure as the blueprint.

Deskhero Mailboxes (connected Gmail or Outlook accounts with two-way sync) are documented as mailbox configuration records including account address and folder mappings. OAuth tokens and IMAP credentials cannot be exported and are not migrated. The customer manually reconnects their mailbox in Intercom's Inbox channel settings post-migration. We recommend scheduling mailbox reconnection during a low-traffic window to avoid sync conflicts.

Deskhero Automation Rules trigger on language detection, tone analysis, or subject keyword conditions to assign, tag, or triage tickets. We document every active rule as a written specification including trigger condition, action, and routing logic. Intercom Workflows use a different event-condition-action model — the rule logic does not migrate automatically. Our document serves as the blueprint for the customer's admin to rebuild in Intercom's Workflow builder.

Deskhero queries Shopify live for product pricing and stock at reply time and never stores snapshots. We preserve Shopify store references, product ID mappings, and customer-to-product associations. The destination Intercom workspace must reconnect its own Shopify integration to restore live pricing in AI-drafted replies. Historical price and stock snapshots tied to specific tickets do not exist in Deskhero and therefore cannot be migrated.