Migrate from Deskpro to Intercom

Deskpro Tickets map to Intercom Conversations using the ticket conversation type. We preserve the original Deskpro ticket ID as external_id for reference. Ticket status (Open, Pending, Resolved, Closed) maps to Intercom's state (open, closed) with a custom field deskpro_ticket_id__c carrying the original reference. All message threads migrate as Conversation Parts in chronological order with the original agent and customer attribution preserved. The original channel (email, chat, social, web form) is stored in conversation_source for reporting parity.

Deskpro Peoples (individual customers) map to Intercom Contacts. We map email, name, phone, and custom properties by type. Deskpro's person_type property (User, Lead, Visitor) maps to Intercom's role attribute. Custom fields on People records require schema discovery via Deskpro's reports API before mapping to Intercom contact attributes. If a Deskpro People record has no associated Organization, we create an unlinked Contact in Intercom.

Deskpro Organizations map to Intercom Companies. We preserve the organization name, domain, and any custom properties. The Organization-to-Person link in Deskpro creates the Contact-to-Company relationship in Intercom. If the Deskpro instance has Organizations without members, they migrate as standalone Companies. If a Contact in Deskpro belongs to multiple Organizations, we create the multiple company relationships in Intercom via the contact's companies list.

Deskpro Agents map to Intercom Teammates. Agent email, name, and role (Agent, Admin, Super Admin) migrate. Deskpro departments map to Intercom Teams, and we reassign agent team memberships during migration. Intercom requires that Teammates exist before Conversations are assigned to them, so we sequence agent provisioning as a prerequisite step. Agents without a matching Intercom user are held in a reconciliation queue for the customer's admin to provision before ticket import begins.

Deskpro Departments map to Intercom Teams. Team names and member assignments migrate. Deskpro's department-based ticket routing is documented as a configuration specification for the customer to rebuild in Intercom Rules. If the Deskpro instance uses a multi-brand configuration, each brand maps to a separate Intercom Inbox, and we create the corresponding Team structure in each Inbox.

Deskpro Labels on tickets map to Intercom Tags. Tag names migrate verbatim. Tags are applied to Conversations via the conversation_tags relationship. The full tag vocabulary is created in Intercom before ticket import so that filtering, reporting, and automated rules using tags work identically post-migration. Tags are applied at the Conversation level, matching Deskpro's ticket-centric labeling model.

Deskpro Articles migrate to Intercom Articles. We preserve article body content (HTML), publish status, author attribution, and multilingual variants. Inline images are downloaded from Deskpro and re-uploaded to Intercom's file storage with img src rewritten to point to the new hosted URL. Internal cross-links between articles are automatically detected and rewritten to match Intercom's Collection/Section/Article URL structure. Without this step, customers must manually audit every article post-migration to fix broken links.

Deskpro Folders map to Intercom Sections. Section names and parent Collection assignments migrate. If Deskpro uses a single-level folder structure without Categories, we map Folders directly to Intercom Sections under a default Collection. If multi-level, we collapse intermediate levels per the customer's scoping preference.

Deskpro Categories map to Intercom Collections. Not all Deskpro instances use a Category layer; if the source has no Category tier, we create a default Collection in Intercom to hold all Sections. Collection-level permissions from Deskpro are documented for the customer to reconfigure in Intercom Help Center settings post-migration. Multi-language help centers require that the target Intercom workspace has the relevant languages enabled before migration.

Deskpro custom fields on tickets require schema discovery via the reports API before mapping. We export field IDs, types, and labels, then pre-create corresponding Intercom Ticket Attributes before ticket migration begins. Text fields map to short_text or long_text attributes. Number, date, and boolean fields map to equivalent Intercom attribute types. Dropdown fields on Deskpro map to Intercom drop_down attributes with the same option values.

File attachments on Deskpro tickets are downloaded to a staging bucket, then uploaded to Intercom's file storage and linked to the target Conversation Part. Inline images embedded in Knowledge Base article bodies migrate as separate file attachments with src URLs rewritten. Very large attachments (over 20 MB) may require chunked upload or a direct file share link alternative. We flag any attachment size concerns during scoping.