Migrate from Freshdesk to Intercom

Freshdesk Tickets map to Intercom Conversations by default. Tickets originating from a structured request workflow or requiring formal SLA tracking are flagged for Intercom Ticket creation instead. We preserve the Freshdesk ticket_id as a custom attribute fd_ticket_id__c on every Intercom Conversation for audit and cross-reference. Freshdesk status (Open, Pending, Resolved, Closed) maps to Intercom state (open, closed) with Pending mapped to snoozed. Freshdesk priority (Low, Medium, High, Urgent) maps to Intercom priority (none, low, medium, high). We handle the channel source normalization during transform: non-standard Freshdesk channels (phone, Twitter, Facebook, survey, forwarded email) default to a custom channel label stored in fd_channel_source__c.

Freshdesk Contacts map to Intercom Users. The email address is the dedupe key. We map Freshdesk contact fields (name, email, phone, job_title, language) to Intercom user attributes (name, email, phone, job_title, custom language attribute). Custom contact fields migrate to Intercom custom attributes, which must be created in Intercom before import. Contacts associated with Companies in Freshdesk map to Intercom Users linked to an Intercom Company. We flag any Freshdesk Contact that is also an Agent to prevent duplicate User creation.

Freshdesk Companies map directly to Intercom Companies. Company name is the dedupe key. We map description, website, industry, and custom company fields to Intercom company attributes. The contact-to-company relationship resolves at migration time so that Users are linked to their correct Company on import.

Freshdesk Agents (full-license users with group and role assignments) map to Intercom Team Members. Agent groups map to Intercom Teams, which are used for routing in Intercom's inbox configuration. We flag any Agent who is also a ticket Requester to prevent circular reference during User creation.

Freshdesk Conversations (public replies, private notes, and incoming emails within a Ticket) map to Intercom Conversation Parts. Each Part preserves author attribution (agent vs customer), body content, timestamp, and attachments. We preserve whether a Freshdesk conversation was a public reply or a private internal note by setting the Part type and visibility accordingly in Intercom. Conversation Parts are the last component imported against a Conversation to ensure the parent record exists.

Freshdesk Products associate items with tickets for asset tracking. Intercom does not have a native Product object; we migrate Products as a custom object in Intercom and create a link attribute fd_product__c on the Conversation or a custom ticket field, depending on the customer's data model. Products must be created in Intercom as a custom object before migration.

SLA Policies (available on Freshdesk Pro and Enterprise) define first response and resolution time targets per priority level. Intercom's SLA functionality requires the Team plan or above and is configured as inbox SLAs. We audit every Freshdesk SLA Policy and deliver a written map of each SLA definition (name, policy rules, business hours, urgency thresholds) with the equivalent Intercom SLA configuration steps. SLA migration is a configuration task, not a data migration.

Freshdesk Knowledge Base Articles map to Intercom Articles. The Freshdesk category-folder structure maps to Intercom Collections and Sections. Article body, author, status (published, draft), and translations migrate directly. Freshdesk's multilingual .yml upload format is not natively supported by Intercom; we extract translated article content from .yml files and create separate Article records per language in Intercom. Inline images in articles migrate as file attachments in Intercom's file store.

Freshdesk Forums (Community) map to Intercom Collections with the Community Articles template. Topics become Articles within the Collection. The flat Freshdesk forum structure (Category > Topic > Post) does not map 1:1 to Intercom; we flatten Topics as individual Articles and preserve the original Topic name in the article body for traceability.

Freshdesk tags are flat cross-object labels. They migrate as-is to Intercom tags. Tags applied to tickets are preserved on Conversations as fd_original_tags__c and optionally mapped to Intercom conversation labels. We do not restructure tag taxonomy during migration; we recommend the customer review tag consistency as a post-migration task.

Freshdesk Time Entries track billable and non-billable time against a ticket. Intercom does not have a native time-tracking object. We migrate time entries as a custom attribute fd_time_spent__c on the Conversation (summed duration) and as a Conversation Part note for detailed audit. The customer's admin configures whether billable time should map to Intercom's built-in reporting or remain as custom data.

Freshdesk Satisfaction Ratings (CSAT surveys with score and optional comment) attach to tickets post-resolution. Intercom supports conversation ratings natively. We map satisfied/dissatisfied scores to Intercom's thumbs_up/thumbs_down rating and preserve the original comment as a Conversation Part note. CSAT migration assumes Intercom's built-in rating feature is enabled in the destination workspace.