Migrate from Desky to Intercom

Desky Tickets map directly to Intercom Conversations. We map subject to conversation title, description to the opening message body, status (Open, Pending, Resolved, Closed) to Intercom's conversation state (open, resolved, closed), priority to a custom priority attribute, assignee email to the Intercom teammate assignment, and created_at and updated_at timestamps preserved. Custom ticket fields in Desky map to custom attributes on the Intercom Conversation. If Desky exports ticket tags, we apply them as conversation tags in Intercom.

Desky Agent accounts migrate to Intercom Teammates with their display name, email, and role (admin or agent). We flag any agent count that exceeds the destination Intercom plan's seat limit before migration begins. If the destination Intercom workspace is on Starter ($39/seat), we confirm the agent count against the plan before committing the import. Agents without a valid email are flagged for the customer to resolve before the User import phase.

Desky Customers map to Intercom Contacts. We map name to name, email to email (required for Intercom Contact creation), phone to phone, and company association to the Contact's linked Company in Intercom. If the Desky Customer has no email, we flag the record for the customer to decide whether to create a placeholder email or exclude the contact from migration. Custom contact fields migrate as Intercom custom attributes on the Contact object.

Desky Company records map to Intercom Companies. We map company name to name, domain to website, and preserve any custom company fields as Intercom custom attributes. Company records are created before Contact import so that the Contact-to-Company association is resolved at insert time. Intercom's Companies object requires at least one Contact to be visible in some list views, so we flag any standalone Company records that lack a linked Contact.

Desky KB Articles map to Intercom Help Center Articles. We map title, body HTML, publication status (Draft, Published), and category assignment to Intercom's collection structure. HTML formatting and embedded images are preserved as attachments; image URLs from Desky are downloaded during the migration prep phase and re-uploaded to Intercom. If Desky articles contain internal cross-links, we rewrite them to match Intercom's Help Center URL structure. Multilingual articles require the customer to add the language in Intercom Help Center settings before import if translations are not in the same article record.

Desky Tags are lightweight string labels attached to Tickets and Articles. We preserve Tags as string values and re-apply them to the corresponding target objects in Intercom. Tags on Tickets become Conversation tags; tags on Articles become Help Center Article tags. We do not map Tags to Intercom's Topics object unless the customer specifies a topic-based taxonomy during scoping.

Desky custom ticket fields are detected during the source scan. We create matching custom attributes in the Intercom workspace before migration begins. Supported Intercom custom attribute types include text (255 char), number, date, boolean, and list. Dropdown or multi-select custom fields in Desky map to Intercom list-type custom attributes with the options preserved. Any Desky custom field type that Intercom does not support (e.g., user or attachment references) is flagged for the customer to decide whether to drop or convert to a text field.

Desky Ticket and Article attachments are stored as file reference URLs in the CSV export. We download all referenced files during the migration prep phase, preserving original filenames and MIME types. Files are re-uploaded to Intercom via the Attachments API and linked to the target Conversation or Article. The re-attachment job runs as a separate post-import phase. Tickets with more than 10 attachments are flagged upfront so the customer can decide whether to proceed with automated re-attachment or handle those records manually.

Desky ticket status values (Open, Pending, Resolved, Closed) map to Intercom conversation states. We define the mapping during scoping and configure Intercom's inbox settings to match the customer's workflow. Unassigned tickets in Desky require the default assignment setting in Intercom to be enabled before migration (Settings > Inbox Settings > Assignment Preferences, set to Keep unassigned or assign to team).

Desky Customers linked to Companies maintain their association through a lookup relationship. We migrate the Company first, then the Customer with the company_id resolved to the Intercom Company record at insert time. If a Desky Customer references a Company that did not migrate (due to exclusion or missing required fields), we flag the orphaned Contact for the customer to resolve.