Migrate from GREYHOUND CRM to Intercom

GREYHOUND Tickets map to Intercom Conversations with the Issue source. Ticket status (Open, Pending, Resolved, Closed) maps to Intercom conversation_state (open, resolved, closed). GREYHOUND priority maps to Intercom conversation priority (urgent, high, medium, low). The original ticket number is preserved in a custom Intercom conversation attribute for audit. We set conversation assignee by resolving the GREYHOUND agent assignment against Intercom Teammate email match.

GREYHOUND Customer records map to Intercom Contacts. Customer email becomes the Intercom Contact email field used as the primary identifier. Customer name maps to Intercom name. We resolve duplicate Contacts by email during import using Intercom's deduplication logic and flag any GREYHOUND Customer with no email address for manual resolution before import.

GREYHOUND Company records map directly to Intercom Companies. Company name, domain, and address fields migrate to the corresponding Intercom Company attributes. Intercom's Company-Contact relationship is established by matching the Contact email domain to the Company domain during import, and any pre-existing Intercom Company with a matching domain is linked rather than duplicated.

GREYHOUND conversation messages within a Ticket migrate to Intercom conversation parts. Each message author is resolved to an Intercom Teammate if the email matches, or rendered as a Contact message if the author is the customer. Message timestamps are preserved. Attachments within GREYHOUND messages are downloaded and re-uploaded as Intercom file attachments with the original file URLs preserved as a reference attribute.

GREYHOUND Custom Ticket Fields map to Intercom Data Attributes of the corresponding type (string, number, date, boolean, list). We create each attribute in Intercom via the Data Attributes API before migration, then set the attribute values on each conversation during import. Picklist-type custom fields in GREYHOUND become list-type attributes in Intercom with the same allowed values.

GREYHOUND Agent records map to Intercom Teammates by email address. We export the agent email list and match against Intercom's Teammate API during migration. Agents without a matching Intercom Teammate are held in a reconciliation queue for the customer's admin to provision the Intercom account before record import resumes. Agent status (active/inactive) maps to Intercom Teammate active flag.

GREYHOUND Teams map to Intercom Inboxes. We create an Inbox in Intercom for each GREYHOUND Team during the pre-migration schema phase. Team-Agent membership determines which Inbox the agent is assigned to in Intercom. The customer's admin defines the Inbox routing rules (round-robin, assignment-based, load-balanced) in Intercom after migration as part of the workflow rebuild inventory.

GREYHOUND KB Articles map to Intercom Articles in the Help Center. Article title, body content, author, and creation date migrate. GREYHOUND article content in HTML format is cleaned and reformatted for Intercom's article renderer, which uses a subset of HTML and custom styling. Published vs draft status maps directly. Any embedded images in GREYHOUND articles are extracted, uploaded to Intercom's file storage, and re-linked in the article body.

GREYHOUND KB Categories map to Intercom Collections. Category name and description migrate. The parent-child hierarchy of GREYHOUND categories is preserved as nested Collections in Intercom. We build the Collection structure before article import so that each Article is assigned to its Collection at creation time.

GREYHOUND Tags on Tickets migrate to Intercom Tags. Tags are applied to Conversations during import by matching the tag name string. Tag naming conventions are preserved as-is; Intercom allows any tag string without a predefined taxonomy.

GREYHOUND Ticket Associations (linked tickets for parent-child or related ticket relationships) are preserved as a custom conversation attribute linked_ticket_ids__c in Intercom, storing the original GREYHOUND ticket numbers as a comma-separated string. This maintains the relationship for reference without requiring a native linked-record structure in Intercom. The customer can optionally use Intercom's Conversation merge feature to consolidate related threads post-migration.