Migrate from Help Desk Premier to Intercom

Help Desk Premier Tickets map directly to Intercom Tickets. We preserve status, priority, assignee (resolved to Intercom Teammate ID), requester (mapped to an existing or newly created Intercom Contact), created_at, and updated_at timestamps. Custom Ticket Fields use a field-level mapping pass: picklist fields map to Intercom Ticket Attributes with defined values, boolean fields map to boolean custom attributes, and text fields map to string attributes. Intercom requires the requester Contact or Lead to exist before the Ticket is inserted, so we run the Contacts phase first.

Help Desk Premier Customer records map to Intercom Contacts for identified end users and Leads for anonymous or marketing-qualified contacts. We deduplicate by email address during the mapping pass. Help Desk Premier's flat contact schema (or contact-plus-organization model depending on edition) maps to Intercom's Contact schema with name, email, phone, custom attributes, and external_id preserved. The Intercom API requires at minimum a user_id or email address when creating a Contact; we enforce this constraint during the Contact phase before any Ticket inserts begin.

Help Desk Premier Company or Organization records map to Intercom Companies. Not all Help Desk Premier editions include a Company object; we skip this object entirely on source editions where it is absent. For editions that include it, we preserve company name, domain, custom company-level fields, and the relationship to Customer records for display on Contact profiles in Intercom. Company is created before the Contact phase so that the intercom_company_ids relationship can be set during Contact insert.

Help Desk Premier Agent records map to Intercom Teammates. We preserve display name, email, role (admin, agent), and team membership. Role terminology varies by Help Desk Premier edition; we normalize agent-level roles during the mapping pass. Each Agent is provisioned in Intercom by email match; if a target Teammate does not exist, we queue the agent for the customer's admin to provision before the Ticket phase begins.

Help Desk Premier Teams or Groups map to Intercom Teams. Team names and memberships migrate directly. Some Help Desk Premier editions restrict team membership to one agent; we flag any single-agent team structures that may not align with Intercom's multi-agent team model. Intercom Teams are created before Agents so that the team assignment can be resolved at Agent provisioning time.

Help Desk Premier tag vocabularies migrate to Intercom Tags. Tag normalization handles character restrictions during the mapping pass. Tags are associated to Tickets and Contacts via Intercom's tag API after the parent records are inserted. Help Desk Premier may store tags with special characters that Intercom's tag model does not support; we apply a normalization regex to strip unsupported characters while preserving the original tag stem for the customer to review.

Help Desk Premier Knowledge Base Articles with category hierarchy migrate to Intercom Articles organized within Collections. We preserve article body content, category structure, publication status, and any inline images (migrated as attachments). Internal cross-links between articles are rewritten to match Intercom's URL structure during migration. Multilingual articles and translations migrate to Intercom's locale support if the customer has configured multilingual Help Center in the destination workspace.

Custom fields on Help Desk Premier Tickets may use picklist, text, numeric, date, or boolean types. We read the Help Desk Premier field schema via export, map each field to the corresponding Intercom Ticket Attribute type, and create the attribute definition in Intercom before data import begins. Fields with no direct Intercom equivalent are flagged in the migration report for the customer's admin to handle manually.

Help Desk Premier Conversation records map to Intercom Conversation records attached to the parent Contact or Lead. Conversation messages migrate as part of the Ticket conversation history in Intercom, preserving the full transcript. We use Intercom's API to create conversations by simulating inbound messages from the customer (required for Messenger visibility), then add outbound replies to post the transcript. This step runs after the Contacts and Teams phases are complete.

Help Desk Premier attachment paths are preserved as references and reattached via Intercom's attachment API after the parent record (Ticket or Conversation) is created. Files exceeding Help Desk Premier's 48 MB export cap are flagged in the migration report and skipped during automated export; we offer a post-migration file recovery script that downloads oversized attachments from the source directly into the destination file store. Intercom's restricted file type list (.exe, .sys, .scr, .shb, .wsf) is applied and any flagged files are noted in the report.