Migrate from House-on-the-Hill Service Desk to Intercom

House-on-the-Hill Contacts export as a separate CSV from Settings Cog > More Tools. Email address is the primary dedupe key. We map Contact name fields to Intercom User name and email, and map any custom contact fields to User custom attributes via the Intercom Contacts API. Contacts are imported first so that ticket foreign-key lookups resolve at conversation import time.

House-on-the-Hill Companies (organisations) export as a separate CSV. Company name and domain fields map to Intercom Company name and website. We import Companies after Users so that the company relationship can be attached to existing User records via the Intercom Company API. Where House-on-the-Hill stores multiple contacts per company, Intercom associates each User with the matching Company by domain or explicit mapping.

House-on-the-Hill agent accounts are stored in a distinct database but the HTTPS Report API does not expose agent records for automated export. We export agent data from the UI CSV export where available, then map source agent email and name to Intercom Teammate records. Role (admin, agent) maps to Intercom's teammate permission model. Agents without a matching email in the destination are held in a reconciliation queue for the customer's admin to provision before ticket import begins.

House-on-the-Hill Tickets export via Settings Cog > More Tools. We map ticket subject to Conversation title, ticket status (open, resolved, closed) to Intercom Conversation state, priority to a custom Conversation attribute, and the source customer email to the Intercom User lookup. Assignee from House-on-the-Hill resolves to the Intercom Teammate ID via the agent mapping. Conversation status transitions map from Hoth workflow states to Intercom's open, resolved, snoozed states.

Ticket conversation threads (public customer replies and internal agent notes) export as a related table from House-on-the-Hill. We export each conversation thread linked to its parent ticket by ticket reference number and import them in ticket-ID order. Public replies map to Intercom Conversation Parts from the User (customer). Internal notes map to Intercom Conversation Parts with the internal attribute set to true and assigned to the relevant Teammate. Message timestamps preserve the original chronology for the conversation timeline.

File attachments are stored in House-on-the-Hill's document management area and linked to tickets by an internal document ID. The ticket CSV does not embed attachment binary data. We export all attachment records as a separate pass, then use the migrated ticket ID map to re-establish the ticket-to-document linkage in Intercom. Attachment binary data is uploaded via the Intercom Content API and linked as Conversation Attachments to the relevant message parts. This two-phase approach avoids broken attachment references in the final dataset.

KB articles are stored separately from tickets in House-on-the-Hill. We export them as structured records and map title, body, and category to the Intercom Article schema. Article-body HTML is preserved and rendered in Intercom's Help Center renderer. Category assignments map to Intercom Collections. Any custom article fields (author, version, locale) map to Article custom attributes. Multilingual article translation metadata is preserved as locale attributes in Intercom.

Custom ticket fields defined in House-on-the-Hill's form designer are inspected via the CSV export template. Dropdown values, date fields, and text fields are mapped to Intercom custom conversation attributes with matching data types. We extend the Intercom conversation schema before migration to create each custom attribute, then populate it during the conversation import pass. Dropdown value sets migrate as option lists on the Intercom attribute.

SLA policies and their association with tickets are not independently exportable from the ticket record in House-on-the-Hill. We extract SLA name, breach time (in hours), and priority mapping from the ticket export where present. We then recreate SLA policies in Intercom as Service Level Policies with First Response Time and Next Reply Time rules attached to the relevant Teams. SLA breach timestamps from House-on-the-Hill are preserved as a custom attribute on each Intercom Conversation for post-migration audit.

Tags are a flat label system applied to tickets in House-on-the-Hill. We export tags as a comma-separated string per ticket and split them into individual values at import time. Tags migrate as Intercom Tags applied to the relevant Conversations via the Tags API. Tag names are preserved exactly; the customer chooses whether to create tags in Intercom before migration or allow the migration to auto-create them on first encounter.

House-on-the-Hill Departments export as a separate CSV and map to Intercom Teams. Department name becomes Team name. If the source platform uses department-level SLA policies, those map to the Intercom Team SLA assignment. We configure team inboxes in Intercom after team records are created so that conversation routing targets the correct team inbox.