Migrate from Helpy to Intercom

Helpy customer records (name, email, company, locale) map to Intercom Contact. We extract from the Helpy customer CSV, validate email uniqueness, and deliver via Intercom Contacts API in batches. Any customer without an email address is flagged in the reconciliation report because Intercom requires an email or user_id to create a contact.

Helpy Tickets map to Intercom Conversations. The Helpy ticket subject becomes the conversation title, body becomes the initial message part, priority maps to Intercom's priority attribute, and status maps to conversation open/closed state. Channel (email, chat, web) maps to Intercom's source channel. We deliver conversations via Intercom Conversations API only after all associated contacts exist in the destination.

Helpy Ticket Replies are a standalone CSV type referenced by parent ticket number. We sort all reply records chronologically by timestamp before formatting, then deliver them as Intercom Conversation Parts in sequence so the thread reads correctly in Intercom's UI. Any reply referencing a non-existent parent ticket is held in a missing-parent queue for manual resolution.

Helpy KB Docs (title, body, meta, category assignment) map to Intercom Articles. We extract article content from Helpy's export, apply Intercom's article markdown format, and wire each article to its target Collection and Section via the Intercom Articles API. Article publish status is preserved from Helpy's draft/published flag.

Helpy Categories map to Intercom Collections. We import all Categories first in a dedicated pass so that their Intercom Collection IDs are available before KB articles are assigned to them. Collection hierarchy in Helpy (parent and child categories) maps to nested Collections in Intercom.

Helpy Agent records are not a standalone CSV import type. We identify all agents referenced in ticket assignee fields, cross-reference against the Intercom destination workspace, and deliver a provisioning manifest listing any agents in Helpy without a corresponding Intercom Admin account. The customer's admin creates missing Admin accounts manually before the ticket migration pass begins.

Helpy ticket tags map to Intercom Tags. We extract all distinct tags from ticket records, create the tag list in Intercom via Tags API, and apply tags to the corresponding conversations during the conversation import pass. Tag support in Helpy's CSV schema varies by installed version, so we audit the target schema during discovery.

Helpy custom ticket fields map to Intercom Conversation Attributes, but Intercom requires that attribute definitions exist before data import. We audit the target Helpy instance's custom field configuration during discovery, then pre-create the corresponding Intercom attributes (with correct type: string, number, boolean, date) before the conversation migration pass. If the attribute type is not defined in advance, Intercom rejects the import payload.

Helpy's CSV import does not support inline attachments, and Intercom's Conversations API supports attachments via URL or uploaded file reference. We flag attachment-heavy tickets during scoping, extract files to a managed CDN bucket, and provide a post-migration reference table mapping each Helpy attachment to its CDN URL. The customer's admin adds the URLs to the relevant Intercom conversations manually after migration.

Helpy automation rules (triggers and automations) are not exportable via CSV and have no documented API for bulk migration. We document the existing automation logic during discovery and replicate it as a written workflow inventory mapping each Helpy trigger to its equivalent in Intercom's Workflow Builder. The customer's admin rebuilds these manually post-migration.