Migrate from FuseDesk to Intercom

FuseDesk Cases map to Intercom Conversations. Case status (open, pending, resolved, closed) maps to Intercom conversation state and state. Priority maps to a custom conversation priority attribute. The Case subject line, which FuseDesk derives from the first message body when the subject is stripped on import, migrates as the conversation title. If the customer prefers a ticket-centric workflow in Intercom, we map Cases to Tickets instead; this is a scoping decision made before migration begins.

FuseDesk contacts synced from Infusionsoft/Keap or ActiveCampaign map to Intercom Contacts. We export contact fields, email addresses, phone numbers, and custom properties. Intercom requires contacts to exist before conversations are created, so contact import runs first in all migration phases. Any contact records without an email address are held in a reconciliation queue because Intercom Contacts require at minimum an email or a user_id per Intercom's import requirements.

FuseDesk aggregates email, SMS, live chat, Facebook Messenger, Instagram DM, and phone into unified Case threads. We split thread messages by channel and import each as an Intercom Conversation Message with the correct channel type (channel: email, channel: chat, channel: sms). Channel metadata (e.g., SMS number, chat source URL) migrates as conversation attributes. Phone call transcripts migrate as note-style messages if available; phone channel routing metadata migrates as a custom attribute.

FuseDesk Agents map to Intercom Admins or Teammates depending on permission level. We extract agent names, email addresses, and role assignments. Agent login credentials cannot be migrated — new agents must be provisioned in Intercom by the customer's admin before cutover. Agents without an email address in FuseDesk require special handling; we flag these for manual resolution.

FuseDesk Departments organize Agents and route Cases. We map department names to Intercom Teams. If FuseDesk department routing rules (auto-assignment based on channel or issue type) exist, we document them as Intercom routing workflow requirements for the customer's admin to configure post-migration.

FuseDesk Notes attached to Cases, including inline checklists, migrate as internal notes on Intercom Conversations. Checklist items migrate as a bulleted list within the note content. We flag any Note attachments (files, images) for separate ContentDocument migration if the customer requires them in Intercom.

FuseDesk custom fields on Cases vary by account configuration. We discover the full custom field schema via FuseDesk's API, map each field type (text, number, date, dropdown) to an equivalent Intercom conversation data attribute, and create the attribute in Intercom before Case import begins. Dropdown options migrate as attribute option values. Fields without a clear Intercom equivalent are flagged as requiring a custom attribute or a workaround.

FuseDesk ships email, text, and note Templates used by agents. We export Template content and categorize them by type. Intercom's equivalent is Macros (saved replies with variables). We deliver a template inventory document listing every FuseDesk Template with its content, variables, and recommended Intercom Macro equivalent for the customer's admin to rebuild. Template migration is a configuration task, not a data migration.

FuseDesk Workflows automate Case routing, status triggers, and notifications. The FuseDesk API does not expose workflow definitions, so we cannot export triggers, conditions, or action sequences. We deliver a written inventory of every active FuseDesk Workflow with its name, active status, and trigger type for the customer's admin to rebuild in Intercom's Workflow builder. This is scoped as a post-migration activity.

FuseDesk reporting dashboard data (agent performance, case volume, CSAT) is aggregate data not associated with individual records and is not available for export. Historical Case data migrates to Intercom, and reporting rebuilds on that data are possible, but FuseDesk's historical metrics do not transfer as standalone reports. We deliver a list of FuseDesk report names and their metric definitions to guide the customer's admin when rebuilding reports in Intercom.