Migrate from ITsDone Help Desk to Intercom

ITsDone Tickets map to Intercom Conversations with full thread history preserved as message records. The ITsDone ticket subject becomes the Conversation title, status maps to Intercom's open/closed state, and priority transfers to a custom attribute. Internal notes in ITsDone map to internal comments in Intercom. We handle the ITsDone ticket ID preservation as an external_id field on the Intercom Conversation so that cross-reference audit trails remain intact after migration.

ITsDone Customer records map to Intercom Contacts with name, email, phone, and company association preserved. Where ITsDone stores customer metadata as custom attributes, we parse those into Intercom Custom Attributes. The Intercom API requires Contacts to exist before Conversations referencing them can be created, so we sequence Contact migration as a prerequisite phase before any Ticket-to-Conversation import.

ITsDone Agent profiles (name, email, role, group assignment) map to Intercom Teammates. Role naming conventions differ: ITsDone agent groups map to Intercom Teams, and individual agent assignments map to Teammate assignment on the Conversation. We resolve agent email as the dedupe key during import and flag any ITsDone role that has no direct Intercom Teammate permission equivalent for admin review.

ITsDone agent groups map to Intercom Teams. We create the Intercom Teams during schema setup before any agent or conversation migration, ensuring that the team structure exists so that conversations can be assigned to the correct team on import. Team names and member lists transfer from ITsDone group definitions.

ITsDone Tags associated with tickets migrate as Intercom Tags. Some tag values may contain special characters or lengths that Intercom restricts, so we normalize tag values before import. Tags carry the 1:1 relationship to the migrated Conversation record, allowing the Intercom team to filter and segment conversations by historical tag after migration.

ITsDone Knowledge Base Articles, sections, and categories migrate to Intercom Collections (sections) and Articles. Article body content transfers with HTML preserved, but embedded media links to internal ITsDone assets require post-migration review because those URLs may reference ITsDone-specific domains. We flag articles with embedded ITsDone asset links in a remediation report for the customer's admin to update before publishing. Multi-language content migrates using Intercom's translations field structure.

ITsDone custom ticket fields and customer fields parse from the schema export into Intercom Custom Attributes. Intercom supports string, number, boolean, date, and list attribute types. Dependent dropdown fields and calculated fields from ITsDone Professional or Enterprise editions may not map directly to Intercom attribute types — we document these as configuration notes for the admin to resolve manually in Intercom's Data settings before the migration runs.

ITsDone SLA configurations (business hours, first-response targets, resolution targets) do not have a native equivalent in Intercom at the object level. We document every SLA policy from ITsDone in a structured report with trigger conditions, business hours, and target thresholds so that the customer's admin can rebuild these as Intercom Workflows using the SLA step or time-based triggers. SLA documentation is part of the standard migration deliverables.

ITsDone stores attachment references as URLs rather than embedding binaries. We validate all attachment URLs at the start of the migration window, re-download each binary asset, and re-attach it to the corresponding Intercom Conversation. If ITsDone cloud storage becomes inaccessible before re-download completes, we flag the affected Conversation with a note referencing the original attachment URL. Intercom's supported file types exclude executables (.exe, .sys, .scr, .shb, .wsf) for security — we flag any ITsDone attachment with a restricted file type for admin review before import.

ITsDone workflow rules, automated triggers, auto-assignment rules, and escalation actions are not exposed through the ITsDone export interface. We do not migrate them. We deliver a structured automation audit report that documents every active ITsDone workflow with its trigger conditions, actions, and target SLA tier, giving the customer's admin an actionable rebuild checklist for Intercom's no-code Workflow builder. This is a standard deliverable included in the migration scope.