Migrate from Faveo Help Desk to Intercom

Faveo Tickets map to Intercom Conversations. The ticket subject becomes the conversation title, the ticket thread (all public and internal replies) migrates as ordered message records with the original timestamp preserved. Faveo's ticket status (open, pending, resolved, closed) maps to Intercom's open, snoozed, and closed conversation states. Priority from Faveo migrates as a custom conversation attribute so that high-priority tickets from Faveo are identifiable post-migration. Channel assignment (email, chat, WhatsApp in Faveo) becomes the Intercom conversation channel field. Note that Intercom distinguishes between user-initiated conversations and back-office tickets; we set the appropriate type during migration based on the Faveo ticket's channel origin.

Faveo Customers (requesters) map directly to Intercom Contacts. Name, email, and phone transfer as standard Contact fields. Faveo custom user fields per requester migrate as Intercom custom data attributes on the Contact. We deduplicate by email match. If the same email appears across multiple Faveo tickets, we create a single Contact and link all Conversations to it. Language and timezone from Faveo migrate as Intercom Contact attributes.

Faveo Agents map to Intercom Teammates. Agent name and email become the Teammate profile; agent role (admin versus agent) maps to the Intercom inbox assignment permissions. Active/inactive status from Faveo determines whether the Intercom Teammate is created as active or deactivated. Faveo skill-based routing assignments become part of the migration documentation for manual inbox routing configuration in Intercom.

Faveo Organizations map to Intercom Companies. Org name, domain, and any org-level custom fields transfer as Company attributes. All Tickets submitted by members of that Organization link to the corresponding Intercom Company via the Contact-to-Company relationship. If Faveo's org hierarchy has nested parent-child relationships, we flatten to a single Company record with the parent org name preserved in a custom field.

Faveo Labels are color-tagged categorizations introduced via the v3/api/label endpoint. Intercom tags are flat string labels without color or order metadata. We map each Faveo label name to an Intercom tag, dropping the color metadata and display order since Intercom's tag model does not support these attributes. If the customer has label-based reporting in Faveo, we recommend creating Intercom segments based on tag membership as a post-migration configuration step.

Faveo SLA policies with response/resolution times, matchers (all/any conditions), and escalation rules have no direct Intercom equivalent at the data migration level. We extract the SLA configuration via v3/api/get-enforcer/sla/{slaId}, document every policy name, breach threshold, and escalation action in the migration report, and the customer's admin configures corresponding SLA rules in Intercom Settings > Inbox > SLA. This is a manual rebuild step, not an automated migration.

Faveo shared custom ticket fields (dropdown, text, date, number types) exposed via the Internal API map to Intercom custom data attributes on Contacts. We enumerate all shared fields during scoping using admin-gated API access, then pre-create the corresponding custom attributes in Intercom before ticket migration begins. Custom field values from Faveo transfer as attribute values on the linked Contact record. Faveo's custom ticket sections (admin-panel grouping metadata) are flattened since Intercom does not have an equivalent section concept for custom attributes.

Faveo Workflows store condition-action pairs (auto-assignment, status changes, SLA triggers) in the database. There is no documented export format for Faveo Workflow rules. We capture the workflow name, trigger conditions, and action list for every active Workflow in the migration documentation. The customer's admin rebuilds these in Intercom's Rules engine (Settings > Rules) post-migration. Workflow logic is not transferable as code.

Faveo KB articles with category assignments and publish status migrate to Intercom Help Center articles. Article title, body content, and publish status transfer directly. We map Faveo KB categories to Intercom Help Center collections. Formatting and embedded media in article bodies may require post-migration review for rendering consistency. Draft status is preserved by setting the article to unpublished in Intercom on import.

Faveo Canned Responses (pre-written reply templates stored per-agent or globally) map to Intercom Saved Replies. Template body and usage scope transfer as the saved reply content. Faveo's per-agent scope maps to Intercom's personal versus team-level saved reply visibility. The template subject line from Faveo becomes the saved reply name in Intercom.

Ticket attachments stored in Faveo's file system download, re-upload to Intercom's attachment storage, and relink to the correct conversation message. Intercom restricts certain file types (.exe, .sys, .scr, .shb, .wsf, and others) for security reasons. We verify each Faveo attachment against Intercom's allowed file types before import and flag any unsupported files in the migration report with the original file name and location so the customer can notify affected users or re-upload manually after adjusting Intercom's attachment security settings.