Migrate from Intercom to Freshdesk

Intercom Contacts (Users and Leads) map directly to Freshdesk Contacts. Email, name, phone, custom attributes, and owner assignment transfer. We resolve the Freshdesk agent corresponding to the Intercom owner and populate Freshdesk's agent_id on the Contact record. Custom attributes on Contact require field-level mapping because Intercom's workspace-specific attribute names and types must be typed correctly against Freshdesk's custom field definitions.

Intercom Companies map to Freshdesk Organizations. Company name, domain, plan, monthly_spend, and custom attributes transfer. The Organization becomes the parent for all related Contacts, preserving the company-contact association. We resolve Freshdesk Groups or Agents by matching the Intercom team or admin owner assigned to the company record.

Intercom Conversations with nested Parts (messages, notes, assignments, ratings) merge into a single Freshdesk Ticket. The conversation subject becomes the Ticket subject, the first customer message becomes the Ticket description, and subsequent Parts append as Ticket Replies or internal Notes based on Part type. Conversation state (open, closed, snoozed) maps to Freshdesk Ticket status (open, pending, resolved, closed). We pull full conversation content via Intercom's REST API because the S3 JSON export excludes transcripts.

Intercom Parts with part_type = comment (customer or agent messages) become Freshdesk Ticket Replies. We preserve message body, attachments, and delivery timestamp. Agent vs customer authorship determines the Freshdesk 'from_email' address on the reply. Outbound messages from Intercom (operator, campaign) that are not replies become Notes on the Freshdesk Ticket for internal context.

Intercom Parts with part_type = note (internal notes) map to Freshdesk internal Notes on the Ticket. Note body, author (agent), and created_at timestamp transfer. This preserves the internal collaboration history that agents used while working the conversation.

Intercom Admins map to Freshdesk Agents. Agent identity (name, email, role) transfers, and conversation assignments in Intercom resolve to agent assignments in Freshdesk via email matching. Inactive or deleted Intercom Admins are reconciled against the Freshdesk agent list during scoping; missing agents are provisioned or reassigned before migration begins.

Intercom Teams map to Freshdesk Groups. Team membership, team-level inbox routing, and escalation assignments transfer to Group configuration in Freshdesk. We preserve the team-to-agent membership mapping so Freshdesk Groups inherit the same routing logic.

Intercom Tags applied to Contacts and Conversations transfer as Freshdesk Tags. Tags used for conversation categorization become tags on the Freshdesk Ticket. We apply all source tags at migration time as a snapshot; dynamic tag recomputation is not transferred because Freshdesk tags function differently from Intercom's behavioral segments.

Intercom Help Center Articles, Sections, and Collections map to Freshdesk Articles within Folders and Categories. This requires hierarchy restructuring because Intercom allows a two-level structure (Collection > Article) while Freshdesk enforces three levels (Category > Folder > Article). Articles without a parent Section in Intercom are assigned to a default Folder we create during migration. Article content, title, author, publication state, and translations transfer; article-specific public URLs are flagged for manual redirect setup in Freshdesk.

Intercom Custom Attributes on Contacts and Companies map to Freshdesk Custom Fields on Contacts and Organizations. We audit the attribute list via Intercom's Data Attributes API during scoping, map each attribute by data type (string, number, boolean, date, select, multi-select) to the equivalent Freshdesk field type, and create the corresponding Freshdesk field definition before migration. Select and multi-select attributes may require Freshdesk agent picklist values to be populated as options.

Intercom Tickets (the structured support object introduced alongside Conversations) map directly to Freshdesk Tickets. Ticket fields, statuses, priority, type, and custom ticket attributes transfer. If the Intercom workspace uses both Tickets and Conversations for the same issue, we deduplicate to avoid creating duplicate Freshdesk Tickets for the same customer interaction.

Intercom Segments (dynamic Contact lists based on attribute rules) do not migrate as active dynamic segments because Freshdesk's Smart Groups recalculate on query rather than storing membership. We take a snapshot of segment membership at migration time and create a Freshdesk Static Group with the matching contacts. The customer documents which Smart Group filters replicate each Intercom segment logic for Freshdesk rebuild.