Migrate from ITCO to Intercom

ITCO Tickets map to Intercom Conversations with a Ticket wrapper. Each ITCO ticket thread (customer and agent messages) becomes an Intercom Conversation with the ticket title as Subject and the ticket priority mapped to Intercom's conversation Priority attribute (urgent, high, medium, low). We preserve message ordering and timestamp sequences during migration. ITCO ticket status (open, pending, resolved, closed) maps to Intercom conversation State (open, closed) with ITCO pending mapped to snoozed in Intercom. Tickets are imported after contacts to satisfy the Intercom conversation requiring a contact_id reference.

ITCO Customer records map directly to Intercom Contacts. We map customer identifiers, email addresses, phone numbers, and names to Intercom Contact fields. ITCO customer external_id becomes the Intercom Contact external_id for deduplication. If ITCO stores custom attributes on Customer records, we enumerate them during discovery and pre-create matching Intercom custom attributes before migration. Intercom requires Contacts to exist before Conversations can be created referencing them, so this is the first object loaded in production migration.

ITCO Company records map to Intercom Companies. The company domain becomes the Company website field and acts as the deduplication key during import. We preserve any ITCO company-specific fields and map them to Intercom Company custom attributes if configured. Company records are loaded before Contacts so that the Company-Contact association can be resolved during Contact import.

ITCO Agent records map to Intercom Admin accounts with full seat licensing. Agent identifiers and contact information map to Intercom admin fields. We resolve agents by email match; any ITCO Agent without a matching Intercom Admin goes to a reconciliation queue for the customer's admin to provision before migration resumes. Agent assignment on tickets migrates as Intercom conversation Assignee references.

ITCO Team structures map to Intercom Teams. Team hierarchies and assignments preserve during migration. Intercom Teams allow assignment of conversations to both a team and an individual teammate simultaneously, which we configure using ITCO team-to-agent assignments preserved from the Agent mapping. Teams must exist in Intercom before agent assignment can reference them.

ITCO conversation messages within a ticket map to Intercom Conversation Parts. Each Part records the author (contact or admin), body content, timestamp, and type (comment, note, assignment, status change). We preserve message ordering by created_at timestamp. Attachments on messages require manual extraction from ITCO and re-upload to Intercom; we flag attachment-heavy tickets during scoping and provide a manual backup checklist.

ITCO custom ticket fields require enumeration during discovery because ITCO does not publish a standard schema for custom fields. Each customer's configuration may include unique field names, data types, and validation rules. We identify all custom field names and types during the discovery call, then pre-create matching Intercom custom attributes (String, Boolean, Date, Number, Select, Multi-select) before data load. This ensures attribute values map correctly during migration. Destination custom fields must be created prior to data load per Intercom API requirements.

File attachments on ITCO tickets cannot be exported programmatically. We flag attachment-heavy tickets during scoping and provide a manual backup checklist: the customer downloads attachments from the ITCO interface, we store them with mapped filenames, and the customer uploads them to Intercom post-migration with filenames linked to conversation parts. We do not migrate attachments automatically due to ITCO's lack of API export capability.

ITCO Tags do not have a documented API export. We do not migrate tags automatically. For ITCO configurations where tags are critical for categorization, we recommend the customer manually exports the tag taxonomy as a reference spreadsheet during the manual extraction phase, then recreates tags in Intercom's Tag manager post-migration. Tag migration is documented as a manual step in the handoff documentation.

Knowledge base article support is not documented in ITCO. If knowledge base content exists in ITCO, it must be exported manually. We do not include KB migration in standard ITCO scopes. If the customer has active help center content, we recommend manual export as a reference document and rebuild in Intercom's Help Center builder post-migration.