Migrate from Frappe Helpdesk to Intercom

Frappe HD Ticket records map to Intercom Conversations. The ticket subject becomes the Conversation title, ticket status (Open, Pending, Resolved, Closed) maps to Intercom's open, closed, and snoozed states, and priority maps to a Conversation priority attribute. Creation and modification timestamps transfer as conversation metadata. The Intercom conversation must reference an existing Contact, so we create all HD Customer records before importing tickets to satisfy the Contact requirement.

Frappe HD Customer records map to Intercom Contacts. Name, email, phone, and organization fields transfer directly. Custom fields on HD Customer require explicit mapping to Intercom Custom Attributes, which must be pre-created in Intercom as text, number, date, list, or boolean types before migration. Any custom field that references another HD Ticket or HD Customer doctype cannot map directly and is flagged as a lookup resolution issue during scoping.

Every Communication record linked to an HD Ticket becomes an Intercom Conversation Part. We preserve chronological order by setting the Conversation Part timestamp to the original Communication creation date. Agent messages and customer messages are distinguished by the communication author type. Attachments on Communication records attach to the corresponding Conversation Part as Intercom attachments, subject to Intercom's supported file type list (images, PDFs, text files).

Frappe Helpdesk Teams map directly to Intercom Teams. Team name, email inbox routing rules, and team-level SLA assignments transfer as configuration records. Intercom Teams must exist before agent assignment can resolve, so we create Teams before Agents during migration.

Frappe Helpdesk agent records (linked to Frappe User accounts) map to Intercom Teammates. Agent roles and permissions are not directly transferable because Intercom uses a simpler admin and agent role model. We resolve agents by matching the Frappe User email to the Intercom Teammate email address. Any Frappe Agent without a corresponding Intercom Teammate is held in a reconciliation queue for the customer's admin to provision before ticket import resumes.

Frappe Helpdesk SLA Policies with response and resolution time windows map to Intercom SLA definitions. Intercom SLAs are attached to Inbox Teams rather than individual tickets, so we map each Frappe SLA Policy to the Intercom Team that handles the corresponding ticket priority. SLA breach timestamps from Frappe do not transfer as historical breach records; Intercom calculates SLA adherence from the migration date forward.

Frappe Helpdesk Assignment Rules with keyword, priority, and customer tier conditions have no direct Intercom equivalent. Intercom's Rules engine handles routing, assignment, and inbox routing but uses a different condition syntax. We export all Assignment Rules as a written inventory with their trigger conditions, action assignments, and priority order, and the customer's Intercom admin rebuilds them using Intercom Rules after migration.

Frappe Helpdesk KB Articles with category hierarchy map to Intercom Articles organized in Collections. Article title, body content in HTML, and category assignment transfer. Article view counts and feedback ratings do not transfer because Intercom does not support importing these metrics; Intercom tracks them natively from the migration date forward.

Frappe Helpdesk canned responses (pre-written templates with subject and body) map to Intercom Saved Replies as text blobs. Any dynamic variable substitution syntax such as {{ticket.customer_name}} in Frappe does not transfer and must be reconfigured in Intercom using Intercom's {{requester.name}} and {{conversation.id}} variable syntax.

Custom fields on HD Ticket require two-step handling. First, we map the field definitions to Intercom Custom Attributes on the Conversation object, which must be pre-created in Intercom with matching data types (text, number, date, list, boolean). Second, we map the field values from each ticket to the corresponding Custom Attribute. Note that custom fields on HD Ticket require explicit HD Ticket Template configuration in Frappe; if a field was not added to the Template, it may not have visible data even though the field exists in the database. We flag these during discovery and advise the customer to check Template configuration before migration.

Tags on HD Tickets map to Intercom Tags. Tag names transfer as strings. Intercom Tags are applied to both Contacts and Conversations, so a tag used for ticket classification appears on both the migrated Conversation and the associated Contact in Intercom.

Ticket and Communication attachments in Frappe are stored in the private files directory or as File doctypes. Intercom supports image, PDF, and text file attachments on Conversations and Conversation Parts. We re-download accessible file attachments and attach them to the corresponding Intercom Conversation Part. Private files that require Frappe authentication may be inaccessible; we flag these during the inventory phase and advise the customer to temporarily make them public or export them manually.