Migrate from Helpdesk 365 to Intercom

Helpdesk 365 Tickets map to Intercom Conversations. The ticket ID is preserved in a custom conversation attribute desk365_ticket_id__c for cross-reference. Ticket status maps to Intercom state: Open maps to open, Pending maps to snoozed, Resolved maps to closed, and Closed maps to closed. Ticket priority maps to a priority attribute in Intercom. Thread history from Helpdesk 365 migrates as conversation parts with the original message timestamp preserved. Assignee resolution requires matching the Helpdesk 365 agent email to an Intercom Admin or Teammate record.

Helpdesk 365 Contacts map directly to Intercom Contacts. Email address serves as the dedupe key during import. Name, phone, and any custom contact properties migrate to Intercom custom attributes. Contacts must be imported before Conversations per Intercom's API requirement that every conversation links to an existing contact. We validate email format and uniqueness before inserting and flag duplicate email addresses for customer review.

Helpdesk 365 Company records map to Intercom Companies. The company name becomes the Company name field, and domain maps to the website field for dedupe matching. We create Company records before Contact import so that the Company-Contact link is satisfied at the moment of Contact insert. Companies without a domain are created with a placeholder domain and flagged for customer review.

Helpdesk 365 Agent profiles (name, email, role, team membership) map to Intercom Admin or Teammate records. Role mapping: Helpdesk 365 Admin maps to Intercom Admin; Agent maps to Teammate. Team membership from Helpdesk 365 becomes an Intercom Team that we provision before agent assignment. We resolve agents by email match against the Intercom destination workspace. Agents without matching Intercom users go to a reconciliation queue for the customer's admin to provision before record import resumes.

Helpdesk 365 Teams (agent groups used for routing and SLA assignment) map to Intercom Teams. We pre-create Intercom Teams before agent import so that team assignment on Agents resolves correctly. SLA-based team routing in Helpdesk 365 does not migrate automatically; we document the routing rule and the equivalent Intercom Inbox assignment rule for manual rebuild.

Helpdesk 365 ticket custom fields map to Intercom custom conversation attributes. We inspect the Helpdesk 365 schema during scoping and confirm the Standard vs Enterprise tier (five-field cap on Standard). Standard-tier customers with more than five custom fields must select which fields to migrate; the rest are documented in a drop-list for the customer's admin to configure in Intercom post-migration. Field types map: text to string, number to number, date to date, dropdown to string with enumerated values, and checkbox to boolean.

Helpdesk 365 knowledge base articles (title, body HTML, category, publish status) map to Intercom Help Center articles within a Collection. We extract the HTML body and transform it to Intercom's article content format, preserving heading structure, links, and images. Category mapping creates a corresponding Collection in Intercom's Help Center. Publish status from Helpdesk 365 maps to draft or published in Intercom. The CSV does not confirm a dedicated KB export API, so we evaluate SharePoint list extraction of the KB module during scoping and confirm export method with the customer before committing.

Helpdesk 365 tags stored on ticket records migrate to Intercom Conversation Tags. Tags serve as the dedupe key for tag creation: we create each unique tag once in Intercom and then apply it to the relevant conversations. Tag taxonomy from Helpdesk 365 routing rules (used to drive SLA assignment or team routing) is preserved as tag labels but the routing logic requires manual rebuild in Intercom's Rules engine.

Helpdesk 365 ticket attachments are stored as SharePoint document library URLs. We extract the attachment URLs from ticket records, evaluate whether to download and re-upload to Intercom's file infrastructure or preserve as external links in a custom conversation attribute desk365_attachment_url__c. The approach depends on the customer's compliance requirements: re-upload ensures attachments remain accessible if the source SharePoint site is decommissioned; external links preserve bandwidth and storage costs at the expense of link longevity. The customer chooses the strategy during scoping.

Helpdesk 365 SLA policies (first response time, next response time, resolution time thresholds tied to priority levels and team assignments) do not migrate as data. We deliver a written inventory of every active SLA policy with its conditions, thresholds, and business hours definition, mapped to the equivalent Intercom SLA configuration. The customer's admin configures SLA in Intercom's SLA settings post-migration. This is a manual rebuild step, not a data migration.

Helpdesk 365 rule-based automations (trigger conditions, actions, and delay logic) do not migrate as code because the rule engine is SharePoint-list-driven and has no exportable API. We deliver a written inventory of every active automation rule with its trigger, conditions, actions, and recommended Intercom Rule equivalent. Routing rules, escalation rules, and auto-close rules each map to a different Intercom Rules component. The customer's admin rebuilds these in Intercom's Rules engine post-migration.