Migrate from Help On Task to Intercom

Help On Task tickets map to Intercom Conversations. The ticket subject becomes the conversation title, ticket status (open, pending, resolved, closed) maps to Intercom's open, snoozed, closed conversation states, and ticket priority maps to a custom conversation priority attribute if the customer's Intercom plan supports priority weighting. The conversation channel is inferred from the original ticket's email thread or set to email by default since Help On Task is email-first. Conversation parts are created from the ticket's threaded replies in chronological order.

Help On Task customer profiles (name, email, phone, company) map to Intercom Contacts. Email is the dedupe key and is required on every Contact. We resolve by email match during import. If a customer has no email address in Help On Task, we flag that record for manual resolution since Intercom requires at minimum an email or user_id on Contact. Phone numbers migrate as a custom Contact attribute unless Intercom's built-in phone field is available in the customer's plan.

Help On Task agent accounts map to Intercom Teammates. We resolve by email match against the Intercom workspace's Teammate list. The agent's name and role/status migrate as profile attributes. Any Help On Task agent without a matching Teammate in the destination goes to a reconciliation queue for the customer to provision before record import resumes.

Ticket assignee references are resolved by email against the Intercom Teammate list. If a Teammate record exists, the conversation is assigned at import time. If no match is found, the conversation imports unassigned and we note this in the reconciliation report for the customer to resolve manually post-migration.

The ticket requester maps to the Intercom Contact record that must exist before the conversation is created. This is why contacts must be imported first. If the requester email matches an existing Contact in Intercom, we link the conversation to that Contact. If no match exists, Intercom either creates a new Contact or rejects the conversation import depending on the workspace settings.

Help On Task tags on tickets map to Intercom Tags. Tag names migrate as-is and are recreated in Intercom's tag library. We note any tag limit differences: Intercom does not enforce a hard tag limit but performance may degrade above 5,000 unique tags in a single workspace. We flag this if the customer's Help On Task instance exceeds that threshold.

Help On Task ticket custom fields require pre-creation of corresponding Intercom custom conversation attributes before data import. We extract custom field definitions (field types, options lists, required flags) from the customer during scoping and create the matching Intercom custom attributes via API before importing ticket data. This is a manual configuration step that must happen before migration begins because Intercom does not auto-create attributes during import.

Help On Task customer-level custom fields map to Intercom custom Contact attributes. We extract the field schema from the customer during scoping, pre-create the attributes in Intercom, then import customer records with values mapped to the correct attribute API names. String, number, date, and dropdown field types map directly; multi-select and checkbox fields map to Intercom's list or boolean attribute types.

Help On Task ticket conversation threads contain a list of message entries with author, timestamp, and body text. We reconstruct the thread in Intercom as Conversation Parts, preserving the original message order by timestamp. Customer messages import as part from the user; agent replies import as part from an admin (Teammate). Internal notes in Help On Task map to internal notes in Intercom if that feature is available in the customer's plan.

Help On Task attachments are stored as signed or time-limited URLs that expire when the source account is deactivated. We download all attachments to a temporary blob store before any cutover activity, then re-upload them to Intercom's attachment API and link each file to the correct conversation part. We flag any attachments that cannot be downloaded (broken URLs, permission errors) in the reconciliation report.

If Help On Task has a linked knowledge base, article titles, body content, categories, and publication status migrate to Intercom Help Center articles. We map categories to Intercom collections and preserve publication status (published, draft, scheduled). Any unscheduled articles are flagged in the handoff report. Articles with images re-host those images to Intercom's media library or the customer's configured CDN.

Ticket created_at and updated_at timestamps migrate to Intercom conversation created_at and updated_at. Comment timestamps migrate as individual conversation_part created_at values. Intercom preserves these timestamps, allowing the conversation timeline to reflect the original Help On Task activity dates rather than the import date.