Migrate from HelpDesk 3 to Intercom

HelpDesk 3 Tickets map 1:1 to Intercom Tickets. The HelpDesk 3 ticket status (open, pending, resolved, closed) maps to Intercom Ticket State, and priority maps to Ticket Priority. We preserve the original ticket ID in a custom attribute for audit traceability. Multi-email linked tickets are flattened to a single Intercom ticket with the original email references stored as message metadata.

HelpDesk 3 Customer records map to Intercom Contacts. Contact fields (name, email, phone, company) migrate directly. HelpDesk 3 company associations map to Intercom Companies via domain match or explicit company field. We deduplicate contacts by email address during import and flag any duplicates for customer admin review.

HelpDesk 3 Agent accounts (name, email, role, availability) map to Intercom Teammates. Role assignments migrate to Intercom Inbox permissions (admin, agent, viewer). We match by email and hold any Agent without a matching Intercom workspace invite in a reconciliation queue until the admin provisions the account.

HelpDesk 3 email thread objects migrate to Intercom Conversations as email-channel messages. Each message carries its original sender, recipient, timestamp, and body content. Attachments referenced in the email thread are downloaded, re-hosted, and linked to the corresponding Intercom message.

HelpDesk 3 in-app chat transcripts migrate to Intercom Conversations as messenger-channel messages. We tag each chat message with channel:chat in the message metadata so agents can distinguish the original channel at a glance. Both conversation types are merged under the parent Ticket in chronological order.

HelpDesk 3 FAQ articles export as structured HTML with title, body content, category, and visibility. We remap HelpDesk 3 categories to Intercom Collections and Sections, preserving the hierarchy. Multilingual articles are mapped to their corresponding Intercom locale. Internal cross-links between articles are automatically rewritten to match Intercom's URL structure using the migration tool's link-rewrite engine.

File attachments linked to tickets and FAQ articles are exported to cloud storage, re-hosted, and relinked in Intercom. Attachments stored as external URLs in HelpDesk 3 are validated for accessibility before migration; broken URLs are flagged in the post-migration report. Inline images in FAQ articles are extracted and re-hosted as article attachments.

HelpDesk 3 ticket tags migrate to Intercom Conversation Tags. Tag names are preserved verbatim. HelpDesk 3 article tags migrate to Intercom Article Labels. Tag namespaces between the two platforms differ; we normalize at import time to prevent duplicate tag creation.

HelpDesk 3 per-ticket and per-customer custom fields are extracted during the audit phase with their data types, picklist values, and usage frequency. We pre-create matching custom attributes in Intercom with equivalent types (text, number, date, select, multi-select) before ticket import begins. Custom field values are remapped during the ticket migration phase.

HelpDesk 3 ticket status workflows (open, pending, resolved, closed) map to Intercom Ticket Status values. Custom statuses are flagged for manual configuration in Intercom Admin if no direct equivalent exists. The workflow rules that trigger on status change are documented in the automation inventory and are not migrated as code.

HelpDesk 3 billing module records (invoices, payments) tied to client accounts are not standard Intercom objects. We consolidate billing metadata (outstanding balance, subscription tier, last payment date) into the Intercom Contact or Company record as custom attributes. Full invoice history is exported as a CSV archive and linked from the Company record for admin reference.

HelpDesk 3 portal visibility rules, submission form configurations, and CMS embedding settings are tied to the source platform's infrastructure and are not structurally portable. We document the full portal configuration during the audit phase, including form fields, routing rules, and branding settings, so the customer admin can replicate them in Intercom's Message templates and Article visibility settings post-migration.