Migrate from Herodesk to Intercom

Herodesk Customers map directly to Intercom Contacts. We preserve email address (used as the dedupe key), full name, phone, and any custom properties as Intercom custom attributes on the Contact. Herodesk's webshop-linked order context attaches to the Customer record as a linked order reference; we preserve the order ID and key fields as a Contact custom attribute for the customer's Intercom admin to link to the external order system.

Herodesk Tickets (Conversation threads with status, assignee, timestamps, and message history) map to Intercom Conversations. We preserve open/closed status, assignee (mapped to an Intercom Teammate by email match), created_at timestamp, and the full message thread including internal notes as Intercom Conversation parts. Closed ticket state maps to Intercom's closed Conversation state.

Individual messages within a Herodesk Ticket map to Intercom Conversation Parts. We preserve author (agent or customer), message body, timestamp, and attachment references. Internal notes in Herodesk map to Intercom's internal Conversation Parts with the same visibility constraints preserved.

Herodesk Users map to Intercom Teammates by email match. We migrate name, email, and active/inactive status. Herodesk's role model is flat (no granular permissions on Lite; Plus adds team-level access); Intercom's Admin/Agent/Viewer roles are applied based on the customer's scoping input. Any Herodesk User without a matching Intercom Teammate goes to a reconciliation queue for the customer to provision before record import.

Herodesk Inboxes aggregate channels and tie to user access. On Lite plan only one Inbox is available; Plus supports multiple. We map each Herodesk Inbox to a corresponding Intercom Inbox or Team Inbox depending on whether the customer wants agent-level or team-level routing in Intercom. Multiple Herodesk Inboxes on Plus tier map to multiple Intercom Inboxes with distinct channel assignments.

Herodesk supports Email, Facebook, Instagram, and Chat channels per Inbox. We map each active Herodesk channel to its equivalent Intercom channel type. Email maps to Intercom Email channel; Chat maps to Intercom Chat channel; Facebook and Instagram map to Intercom Facebook Messenger channel (Instagram DMs route through the same channel in Intercom). Channels with no direct Intercom equivalent are flagged for the customer's admin to configure as a custom channel.

Herodesk Tags migrate to Intercom Labels. We preserve tag names and apply them to the corresponding migrated Conversations. Multi-tag tickets become Conversations with multiple Label assignments in Intercom. Tags are the most straightforward object to migrate because both platforms support label-based filtering and reporting.

Herodesk Auto-tagging Rules cannot be exported as data because they live in the rules engine with no API representation. We audit every active Auto-tagging Rule during the discovery phase, document the trigger conditions and tag assignments in a written specification sheet, and hand that to the customer's Intercom admin to rebuild as Intercom Rules (Workflows in Intercom's terminology). The rules inventory is part of the migration deliverable.

Herodesk Workflow Automations (routing, auto-reply, auto-tagging) do not migrate as code. We inspect the active automation configuration during discovery, document each workflow's trigger, conditions, and actions in a written inventory, and deliver it to the customer's admin for recreation in Intercom Rules or Fin AI Agent setup. Rebuilding is outside the data migration scope.

Herodesk AI Agent configurations (automatic reply rules and translation settings) have no export representation in the API. We audit the active AI Agent configuration, document the reply rules, language settings, and escalation triggers, and deliver a written specification for the customer to implement Fin AI Agent in Intercom. The functional equivalent exists in Intercom but the configuration must be rebuilt manually.

File attachments on Herodesk Tickets and Messages are downloaded via the Herodesk API and re-uploaded to Intercom using the Intercom REST API. We preserve original filenames and file type. Inline images within message bodies are extracted and re-hosted in Intercom's attachment store. Large attachment volumes (over 50,000 files) extend the migration timeline and may require bulk pre-upload coordination.

Order references from Herodesk's connected webshops (Shopify, WooCommerce, Magento, Prestashop) are stored as linked context on Customer and Ticket records. We preserve the order ID and key fields as Contact custom attributes or as an Intercom Custom Object (Order) if the customer provisions it before migration. Full order records belong in the eCommerce platform and are not migrated. If the customer wants Custom Objects, they must provision the schema in Intercom Settings > Data > Custom Objects before migration begins; we cannot create the schema during import.