Migrate from Insightly Service to Intercom

Insightly Tickets map to Intercom Conversations. Each Ticket's initial conversation (the first inbound message) becomes the opening part of the Intercom Conversation. Subsequent Ticket Comments migrate as additional parts ordered by created_at timestamp, preserving the full thread. We resolve the ticket's linked Contact by email match against Intercom's contact table and set the Conversation's contact_id. If the Insightly Ticket was assigned to a team or agent, we set the Conversation's assignee_id by matching the agent email against Intercom Users.

Insightly Contacts migrate to Intercom Contacts with name, email, phone, and address fields mapped directly. We resolve custom field values by querying Insightly's /CustomFields/{objectName} endpoint to retrieve FIELD_NAME identifiers and map each to an Intercom custom attribute of the matching type (string, boolean, integer, float, date, or list). Duplicate detection uses email as the dedupe key.

Insightly Organizations migrate to Intercom Companies. Organization name maps to company_name, industry maps to industry, website maps to website, and address fields map to Intercom's address compound field. We preserve the Organization's linked Contacts by creating the Company first, then linking Contacts to it via Intercom's contact_company_rel endpoint or the company_id field on the Contact record.

Insightly Leads are a separate object from Contacts with Lead Status and Lead Source fields. Intercom has no separate Lead object. We merge Leads into Contacts and preserve the original LEAD_STATUS and LEAD_SOURCE as custom attributes on the Intercom Contact (lead_status__c, lead_source__c) for segmentation and reporting continuity. If the Lead has a linked Organization, we resolve the Company and link the Contact to it during migration.

Insightly Service Knowledge Base Articles migrate to Intercom Articles. We map article title, body (as HTML), author, and publish status. The Insightly category folder hierarchy maps to Intercom's collection structure: each Insightly category becomes an Intercom Collection, and nested sub-categories become Intercom Sub-collections. Draft articles from Insightly migrate as draft articles in Intercom. Article translations migrate if the Intercom workspace has multi-language support enabled.

Insightly Teams migrate to Intercom Teams. We preserve the team name, team type, and which agents belong to each team. During Conversation import, we assign conversations to the correct Intercom Team by matching the Insightly Ticket's assigned team against the migrated team.

Insightly Users (agents) migrate to Intercom Admins and Agents. We match by email address. User role in Insightly (Admin, Agent) maps to the corresponding Intercom role. Inactive Insightly users can be migrated as inactive Intercom teammates for historical record attribution. The customer's admin provisions the Intercom workspace users before migration begins.

Insightly Notes attached to Tickets migrate as internal notes in Intercom Conversations. We set the part's part_type to 'note' and preserve the note body text, author attribution (via email match to an Intercom Admin), and created_at timestamp. Notes attached to Organizations or Contacts without a parent Ticket are added as internal notes on the most recent related Conversation if one exists, or stored as a Contact note attribute.

File attachments on Insightly Tickets require separate API calls to export binary content and Intercom's ContentAttachment API to re-upload. We export attachment metadata (filename, URL, size, content_type) and re-upload files to Intercom, then link the ContentAttachment to the corresponding Conversation Part. Unsupported file types (.exe, .sys, .scr, .shb, .wsf) are flagged for manual handling; Intercom blocks these by default for security reasons.

Insightly custom fields per object (TICKET, CONTACT, ORGANIZATION) require FIELD_NAME lookups via the /CustomFields/{objectName} endpoint before migration. We enumerate all custom field definitions, map each FIELD_NAME to an Intercom custom attribute of matching type, and include any FIELD_NAME-based categorization fields (like ticket categories used for routing). The destination Intercom workspace must have custom attributes pre-created or the migration API call must include the attribute creation payload.

Insightly Projects are CRM-level objects linked to Opportunities or Organizations with task sets and status. Intercom has no project management capability. Projects and their linked tasks do not migrate as a native object. We flag all Project records during discovery, export them as a CSV reference file for the customer's admin, and note that project rebuild options in Intercom would require a third-party integration or a separate project management tool.

Insightly Opportunities carry pipeline stage, value, probability, and close date. Intercom is a customer support and engagement platform without an Opportunity or pipeline object. Opportunities do not migrate. We export Opportunity records as a CSV for the customer's CRM admin to handle in whatever CRM or sales tool they retain. If the customer moves their CRM to a platform with Intercom integration (Salesforce, HubSpot), we can coordinate the CRM migration separately.