Migrate from Freshservice to Intercom

Freshservice Tickets map to Intercom Conversations. The ticket subject maps to the conversation title; description maps to the first message part. Replies, notes (internal notes map to Intercom admin notes), and attachments map as conversation parts in chronological order. Ticket status (Open, Pending, Resolved, Closed) maps to Intercom state (open, resolved, closed). Agent and group assignments map to conversation assignee and team inbox. Priority and ticket type are stored as custom attributes on the conversation.

Freshservice Agents map to Intercom Admins (full workspace access) or Teammates (conversation handling access). We resolve by matching email addresses. Role (Agent, Topic Manager, Admin) in Freshservice maps to Intercom permission levels. Group memberships in Freshservice map to Intercom team membership, which controls inbox routing. If the destination Intercom workspace has fewer seats than the agent count, we flag the discrepancy during scoping so the customer can provision additional seats before migration.

Freshservice Requesters map to Intercom Contacts. Contact name, email, phone, and organization associations migrate directly. Custom fields on the requester record migrate as custom attributes on the Intercom Contact. Requesters who are also Agents in Freshservice create both a Contact and an Admin record in Intercom; we use email as the dedupe key to avoid duplicate records.

Freshservice Assets (hardware, software, network items tracked in the CMDB) have no native Intercom equivalent. We handle this as a configuration decision during scoping: assets can be stored as custom attributes on the related Contact record (linked by the ticket's requester), or preserved as a separate CSV inventory in the migration report. For organizations that need to retain full asset context, we recommend a separate asset management tool post-migration.

Freshservice Changes (planned modifications with risk level, approvers, and associated CIs) have no structural counterpart in Intercom. We flag Changes during pre-migration discovery and migrate them as Contact Notes or as a structured CSV in the migration report. The linkage to related Tickets is preserved as a text field containing the Freshservice change ID for manual cross-reference.

Freshservice Problems track root-cause analysis behind one or more incidents. Intercom has no native problem management object. We migrate Problem records as notes on the primary affected Contact, with a link back to the related conversation IDs. This preserves the relationship for audit purposes without forcing an unnatural schema fit.

Freshservice SLA Policies (response and resolution time targets tied to priority or ticket type) do not map to any Intercom object. Intercom's SLA functionality is handled through reminder rules and Fin AI configuration, which are rebuilt manually post-migration. We deliver a written inventory of every active SLA Policy with its trigger conditions, targets, and recommended Intercom equivalent.

Freshservice Service Catalog items with multi-step request forms can map to Intercom Help Center Articles as instructional content, but the form logic, approval chains, and request submission workflow do not migrate. We migrate the catalog item description and instructions as an article; the customer rebuilds the intake workflow using Intercom Forms or a dedicated intake tool post-migration.

Freshservice Solutions (Knowledge Base articles organized by Category and Folder) map to Intercom Help Center Articles within Collections. Article title, body (with formatting preserved), attachments, and tags migrate. Translations migrate where present. The Freshservice category-to-Intercom collection mapping requires a manual parent mapping during scoping. Article URLs are rewritten post-migration because Freshservice and Intercom use different URL structures.

Freshservice CSAT surveys attached to tickets map to Intercom conversation_rating fields on the conversation. The rating value and timestamp migrate. For surveys with freetext feedback, we attach the response as an internal note on the conversation.

Freshservice Releases group changes and assets into deployable units with scheduled dates and approval workflows. Intercom has no release management object. We migrate release metadata (title, date, status, linked change IDs) as a structured CSV in the migration report. The customer references this post-migration for audit and compliance documentation.