Migrate from Halo Service Desk to Intercom

Halo Tickets map to Intercom Conversations. The ticket subject becomes the conversation title, ticket status (Open, Pending, Resolved, Closed) maps to Intercom's open/closed state, and ticket priority maps to Intercom's priority level (urgent, high, medium, low). The ticket type (Incident, Request, Problem, Change) maps to a custom conversation attribute we create during schema setup. Conversation parts on the Halo ticket (customer-facing replies and internal notes) map to Intercom conversation parts with author attribution and a note flag for internal comments. We use Intercom's conversations API to create each conversation and then append parts in timestamp order.

Halo Customers (individuals with contact details, site associations, and custom field values) map to Intercom Contacts. The customer name maps to Intercom's name field, email to email, phone to phone, and custom fields to Intercom's custom attributes. Customers linked to multiple Companies in Halo map to a primary Company in Intercom with secondary company associations handled via Intercom's contact-to-company relationship. We resolve the primary company lookup at migration time before inserting the Contact record.

Halo Companies (organizational-level records with site-specific information) map directly to Intercom Companies. The company name maps to name, domain to website, and any company-level custom fields to Intercom custom company attributes. Halo's multi-site model (where a Company has multiple Sites with addresses) requires flattening: we create one Intercom Company and add each Halo Site as a separate address entry on the company record. This preserves location data without creating duplicate company records.

Halo Agents (technicians and staff with display names, email addresses, team assignments, and role configurations) map to Intercom Team Members. We resolve agents by email match against the destination Intercom workspace's admin and agent list. Any Halo Agent without a matching Intercom User goes to a reconciliation queue for the customer's admin to provision before record import resumes. Agent-to-team relationships from Halo map to Intercom Teams for routing purposes.

Halo Teams group Agents for routing and queue management. We map Halo Teams to Intercom Teams and their corresponding Inboxes. The Team assignment on each Halo ticket maps to the conversation's assigned team in Intercom. The customer's admin configures Intercom's inbox routing rules post-migration based on the delivered team mapping inventory, as Intercom's rule-based routing uses conditions rather than static team assignment.

Halo KB articles (with title, body content, category assignments, and publish status) map to Intercom Help Center articles. The Halo category hierarchy maps to Intercom collections and sub-collections. Article publish status (Draft, Published, Archived) maps to Intercom's state field. We migrate article body content as HTML-compatible text and preserve any inline images as Intercom-hosted image assets. Halo article attachments migrate as linked resources.

Halo's custom field types (text, date, dropdown, multiselect, dynamic SQL lookup) map to Intercom custom attributes on Contact and Conversation records. Text fields map to string attributes, dates to date attributes, and dropdowns to select attributes with options migrated from Halo. Multiselect fields map to Intercom's tag or list attribute. Dynamic SQL lookup fields require special handling: the resolved display value is extracted from Halo during export and written as a text attribute to Intercom, as Intercom does not support live SQL lookups.

Halo SLA policies define response and resolution timeframes tied to ticket types and priorities. Intercom does not have a native SLA policy object equivalent but supports SLA metrics via its reporting and inbox settings. We map the SLA policy name and target timeframes to an SLA metric definition in Intercom, and document the full SLA policy configuration (business hours, holiday calendar, target minutes) in the delivered inventory for the customer's admin to configure as Intercom SLA rules post-migration.

File attachments on Halo Tickets and KB articles migrate as binary blobs to Intercom. Large attachment volumes (over 50 files per ticket on average) can slow migration runs significantly; we flag attachment-heavy accounts during scoping so teams can decide whether to migrate all attachments or a representative sample. Each attachment is linked to the parent conversation part or article at migration time.

Halo Assets (linked to Customers and Sites with type, serial number, and linked software/license data) do not have a direct Intercom equivalent. For ticket-context assets, we attach the asset record as a custom conversation attribute on the relevant Conversation. For standalone asset management needs, we recommend setting up an Intercom Custom Object (available on Pro and Enterprise plans) and mapping the asset fields accordingly. Asset-to-ticket relationships are preserved via the conversation attribute value during migration.