Migrate from DoneDone to Intercom

We decide issue-to-structure mapping per DoneDone Project during scoping. Projects tracking customer-facing support threads migrate as Intercom Conversations, visible in the Intercom Messenger and supporting real-time replies. Projects tracking internal bugs or back-office tasks migrate as Intercom Tickets with defined states and custom attributes. We apply this split consistently per Project and document the decision matrix. Every Conversation or Ticket requires a linked Contact record; we resolve Contacts by email before inserting any conversation record.

Each DoneDone Project maps to an Intercom Inbox with an associated Team. If the customer uses DoneDone Projects to separate client accounts, we create corresponding Teams in Intercom and configure inbox-to-team routing. DoneDone's project-level default fixer and tester roles map to Intercom's Admin or Agent role assignments. Projects without a clear customer-support context may map to Intercom Teams only, with work distributed by routing rules rather than dedicated inboxes.

DoneDone Workflows define ordered Status lists with permitted transitions. Intercom Tickets have a defined set of Ticket Status values. We enumerate every distinct Workflow across all DoneDone Projects during scoping — a critical step because teams operating for years accumulate non-standard status sets. We then map each unique DoneDone status value to an Intercom Ticket Status or Conversation state, collapsing duplicate or synonymous statuses into a single destination value. The customer reviews and approves the mapping table before migration begins.

DoneDone Tags are flat labels applied across Projects with no hierarchy or category structure. We migrate tags as a flat string array on each Issue. In Intercom, these tags become either Topics (associated with the Conversation or Ticket) or a custom multi-select Contact attribute if the customer wants tag values visible on the contact record. The customer chooses the strategy during scoping; we default to Topics for operational clarity.

DoneDone Saved Replies are template text snippets available to agents for common responses. Intercom has no direct Saved Replies object — the equivalent is Intercom Macros, which combine template text with assignee, status, and tag actions. We extract Saved Reply content as text during discovery and deliver a CSV inventory mapping each DoneDone Saved Reply to a recommended Intercom Macro configuration. The customer rebuilds Macros in Intercom from this inventory; we do not create Macros via API as they require UI-based template formatting.

DoneDone distinguishes public customer-visible comments from private internal comments. Intercom Conversation Parts include a part_type field where we set type = 'note' for internal comments. We apply this mapping by default. DoneDone's comment author and timestamp are preserved on the Intercom Conversation Part. The customer confirms during scoping that Intercom's internal note visibility meets their team's requirements, as note visibility is workspace-configurable in Intercom.

DoneDone Issues support multiple watchers plus a primary assignee. Intercom Conversations and Tickets have a single assigned user. We map the primary watcher to the standard Intercom assignee field and preserve the full watcher list as a custom Contact attribute (multi-select) for reference. We resolve assignees by email against the Intercom workspace User table. Any DoneDone user without a matching Intercom user is flagged during discovery for the customer admin to provision before migration.

DoneDone Issues can reference other Issues as sub-tasks or related items with relationship semantics (parent-child, blocks, relates-to). We preserve the raw linked-issue IDs and map the relationship to Intercom Conversation Parts if the destination is Conversations, or to related Ticket links if the destination is Tickets. The specific relationship semantics are documented per-project in the scoping output.

DoneDone Issue attachments are stored via Google Drive integration with file URLs pointing to Drive-hosted content. We download each attachment from Google Drive and re-upload it to Intercom's file storage during migration. This requires the FlitStack AI service account to have read access to the Google Drive folder where attachments live, which we coordinate during the discovery phase. Attachments without accessible Drive URLs are flagged in the pre-migration audit.

Every DoneDone Issue carries a timestamped history log of field changes (status transitions, assignee changes, priority changes, description edits). We export this as a chronological array of change events and replay it in Intercom as Conversation Parts with part_type = 'note' and a visible author attribution noting it is a historical system event. Activity ordering is preserved using the original DoneDone timestamp. This preserves the full audit trail for compliance and team reference without requiring post-migration manual reconstruction.