Migrate from Folder HelpDesk to Intercom

Folder HelpDesk Tickets map to Intercom Conversations with the Tickets object enabled. The ticket subject becomes the conversation title, status maps to the Intercom open/closed state, priority maps to a Custom Attribute if the team requires a priority field. Internal notes on a Folder HelpDesk Ticket become Intercom internal notes (activity_type = note) attached to the conversation. We normalize email thread nesting by parsing received-date headers and reconstructing the conversation part order before inserting.

End-user contact records on Folder HelpDesk Tickets map to Intercom Contacts. We extract name, email, phone, and any custom fields as Intercom Custom Attributes. If the customer record also carries organization membership, we resolve the Organization record separately and link the Contact to the corresponding Company record in Intercom before the Contact import completes.

Folder HelpDesk Organizations map to Intercom Companies. Company name, domain, and any custom company-level fields migrate as Company Custom Attributes. The Organization-Customer relationship is preserved via the Intercom Contact-Company link (segment or plain) so that tickets attributed to a specific organization display the Company context in Intercom.

Folder HelpDesk Agents map to Intercom Admins. We resolve agents by email match against the Intercom workspace. If an agent email does not exist in the destination workspace, we hold the agent assignment in a reconciliation queue and flag it for manual provisioning before the Ticket migration phase. Agent role (admin vs agent) maps to Intercom's teammate permission levels.

File attachments on Folder HelpDesk Tickets migrate as attachments on the corresponding Intercom conversation parts. We preserve filename, MIME type, and binary content. Files exceeding Intercom's attachment size limits (20 MB per file) are flagged in the transfer log and referenced with a download link to the original source for manual retrieval. We chunk large batches and retry individual files on transient failure.

Labels applied to Folder HelpDesk Tickets migrate as Intercom Tags. Intercom uses a flat tag model, so hierarchical Folder HelpDesk tag structures (if any) are flattened with a path separator. Tag names are preserved exactly; we do not rename or deduplicate unless the customer requests a cleanup pass during scoping.

Folder HelpDesk custom fields on Tickets and Customers are inspected during discovery, their data types are aligned to Intercom's Custom Attribute types (string, integer, date, boolean, list), and the schema is pre-created in Intercom before data import. Fields available only on higher Folder HelpDesk tiers are flagged as tier-gated drops or replacements during scoping. Custom Attributes are created under Contacts, Companies, or Tickets depending on the source object they are attached to.

SLA breach timers are computed by Folder HelpDesk in real time and are not exported as data. The current breach state does not transfer. We document the SLA configuration (response time, resolution time, business hours, escalation rules) in a written summary for the customer's admin to re-create in Intercom's SLA policies (available on Pro and Enterprise). SLA timers start fresh on migration day.

Folder HelpDesk knowledge base articles (title, body HTML, section placement) migrate to Intercom Help Center articles within the corresponding Collection and Section. HTML content is normalized before import; markdown-based articles are converted to Intercom's HTML-supported article format. Multi-language articles require language variants to be set up in Intercom Help Center settings before import, as Intercom does not support automatic language routing from a flat export.

Folder HelpDesk reply templates and variable placeholders are exported as text with a note on variable syntax for manual re-creation in Intercom. Intercom's saved replies use a different variable model (e.g., {{contact.name}} vs Folder HelpDesk's {{customer.name}}). Complex conditional macros with branching logic cannot migrate as code and are documented with a rebuild recommendation for Intercom's workflow builder.

Billable or tracking hours logged against a Folder HelpDesk Ticket are migrated as internal notes on the corresponding Intercom Conversation, with the time value, agent name, and ticket reference preserved in the note body. Intercom does not have a native time-tracking object; the customer chooses whether to use a Custom Attribute for time tracking or maintain time records in a separate system post-migration.

Folder HelpDesk groups and team routing assignments map to Intercom Teams. We map group name, membership, and any inbox assignment rules to the equivalent Intercom Team inbox configuration. If the source has nested group hierarchies, they are flattened to Intercom's single-level team structure during scoping.