Migrate from HelpDeskEddy to Intercom

HelpDeskEddy Tickets map to Intercom Conversations. We preserve status (open/in-progress/resolved) as Conversation state values, priority as a custom conversation attribute, and ticket body as the initial user message Part. Chat logs attached to the ticket become subsequent message Parts with agent name and timestamp preserved. Created_at and Updated_at timestamps migrate as Conversation created_at and last_updated_at.

HelpDeskEddy Customer profiles (name, email, contact metadata) map to Intercom Contact records. We deduplicate by email address during import and cross-reference against ticket requester fields to avoid duplicate Contact creation. Custom contact-level attributes from HelpDeskEddy migrate as Intercom custom contact attributes.

If HelpDeskEddy tickets reference company or organization fields, those map to Intercom Company records. We resolve the contact-to-company association at migration time. Intercom's Company object supports custom attributes that mirror any company-level custom fields from HelpDeskEddy.

HelpDeskEddy Agents map to Intercom Teammates by email address. We flag any Agent without a matching email in the destination workspace and hold them in a reconciliation queue for the customer to provision before record import resumes. Agent display names preserve as the Teammate name field.

HelpDeskEddy Departments map to Intercom Teams. We preserve the department hierarchy and apply access-right configurations at the Team level in Intercom so that routing rules and inbox permissions align with the original structure.

HelpDeskEddy supports per-ticket individual custom fields that can vary by ticket. We perform a pre-migration discovery pass that enumerates all observed custom field names and types across the migration scope, deduplicates by field name, and maps each to an Intercom custom conversation attribute with the closest equivalent type (text, number, date, dropdown). Tickets without a value for a mapped field receive an empty attribute at the destination, which is expected behavior.

HelpDeskEddy tags preserve as-is on the destination Conversation. Intercom supports tags on Contacts and Conversations, and we preserve the original tag vocabulary from HelpDeskEddy so that segmentation logic can be rebuilt in Intercom's targeting and workflow conditions using the same taxonomy.

Time-tracking data attached to HelpDeskEddy tickets migrates as a custom time-entry attribute on the Intercom Conversation. Precision depends on whether the time data is stored as total minutes or as structured time-entry records. We convert to a numeric minutes field and flag where the destination does not natively support time sub-entries as a structured sub-object.

CSAT ratings from HelpDeskEddy migrate to a custom numeric rating attribute on the Intercom Conversation. Intercom's native CSAT survey feature is a separate automation triggered post-migration; historical ratings land as a read-only custom attribute for audit and reporting continuity.

HelpDeskEddy knowledge base articles migrate as Intercom Help Center articles. We preserve article body content, category assignment, status (published/draft), and associated tags. Articles are imported into the Intercom Help Center in dependency order (categories created before articles that reference them). Public-facing KB URLs will change at the destination.

HelpDeskEddy macros are dispatcher-engine automation rules referencing internal field IDs and UI states that have no equivalent in Intercom. We do not migrate macro definitions. We deliver a written inventory of every HelpDeskEddy macro (name, trigger conditions, actions) with a recommended Intercom Workflow or Fin AI Agent Procedure equivalent so the customer's admin can rebuild automation logic post-migration.