Migrate from Helprace to Intercom

Helprace tickets map to Intercom conversations. The ticket subject becomes the conversation title or opening message, body becomes the initial customer message, status (open/pending/closed/spam) maps to Intercom conversation state (open, resolved, snoozed), and priority maps to a conversation priority attribute. The full reply thread migrates as sequential message records within the conversation. Helprace's agent collision detection does not have an Intercom equivalent; we do not migrate that state. Assignee maps by resolving the Helprace agent email to an Intercom admin user.

Helprace users map to Intercom contacts. The user email, name, phone, and custom profile fields migrate directly. Organization membership from Helprace becomes a company association in Intercom — we resolve the organization record first, then link the contact at import time. Group membership is preserved as a custom attribute or applied as an Intercom Team assignment. Customers without email addresses cannot be created as Intercom contacts; we flag these records for the customer's admin to handle manually.

Helprace organizations map directly to Intercom companies. The organization name becomes the company name, and any org-level custom fields migrate to company attributes. Companies must be created before contacts that reference them, so we migrate organizations first in the dependency order. If a Helprace organization has no associated users, we still migrate it as an empty company to preserve the organizational hierarchy.

Helprace user groups map to Intercom teams. Group names and membership lists transfer directly. Agents in a Helprace group are assigned to the equivalent Intercom team at migration time. Helprace space restrictions (private channels controlled by groups) have no direct Intercom equivalent — we document which spaces were restricted and flag them for the customer's admin to configure via Intercom team permissions post-migration.

Helprace teams (departments or office branches) map directly to Intercom teams. Team names and agent assignments transfer one-to-one. If a Helprace team has no equivalent in the destination, we create a default team and assign the agents, flagging the discrepancy for admin review.

Helprace community topics (Questions, Ideas, Problems, Praise) map to Intercom conversations. The topic body becomes an initial customer message, replies become subsequent conversation messages, vote counts migrate as a custom attribute, and topic status (open/under review/closed/acknowledged) maps to Intercom conversation state. Multiple topic replies merge into a single conversation thread. Public vs. private visibility on topics is preserved as a tag on the migrated conversation. Helprace topic categories are not a native Intercom object — we create tags from category names for filtering.

Helprace KB articles map to Intercom Help Center articles. Title, body (HTML), category, visibility (public/internal), and language migrate directly. Article status (published/draft/archived) maps to Intercom article state. Helprace article feedback votes migrate as a custom attribute. Categories map to Intercom article collections and sections; we create the collection hierarchy before importing articles. The Helprace Docs module supports CSV bulk export which we use when available, falling back to paginated API calls for full article fidelity.

Helprace saved replies map to Intercom macros. The reply body and subject transfer, and the placeholder syntax ({{customer.name}}, {{customer.email}}) is extracted intact and flagged for manual replacement with Intercom's {{attributename}} variable syntax. This is a content correction step — the macro structure migrates correctly, but the customer admin must review variable substitution on the destination. We provide a placeholder audit report listing every record with unresolved tokens.

Helprace macros (automated multi-field ticket updates triggered by conditions) do not map to a single Intercom object. Intercom workflows handle auto-assignment, SLA rules, and routing, but they are a different trigger-and-action model. We export the macro action list (field updates, assignments, tag additions) as a written specification document and deliver it to the customer's admin for rebuilding in Intercom's workflow builder. We do not migrate macros as executable code.

Helprace ticket tags migrate to Intercom conversation tags. Tag names are free-form strings in both platforms, so the migration is direct. Tags used for filtering and reporting transfer in full. If a tag name conflicts with a reserved Intercom tag, we append a suffix and document the rename.

Helprace ticket custom fields are pre-created as Intercom custom conversation attributes before ticket import begins. Field types map as follows: text to string, number to number, date to datetime, dropdown to single-select, multi-select checkbox to multi-select. Required fields on Helprace are set as required on Intercom. Any field without an equivalent Intercom attribute type is discussed during scoping — typically we use a string attribute to hold the raw value.

Helprace satisfaction ratings (CSAT scores and accompanying comments) migrate as custom attributes on the conversation. The numeric rating becomes a number attribute; the comment becomes a text attribute. Intercom's native CSAT feature is separate and may be re-enabled post-migration, in which case the migrated ratings serve as historical context rather than active survey data.

Attachments on tickets and community posts are stored as URLs pointing to Helprace's file store. We download files locally during extraction, then upload to Intercom's attachment storage via the Intercom API, preserving original filenames and file types. Attachments are linked to the parent conversation message record. Very large files (over 20 MB per Intercom's API limit) are flagged for the customer to host externally and link via URL.