Migrate from Jitbit Helpdesk to Intercom

Jitbit Tickets map 1:1 to Intercom Conversations. The ticket subject becomes the Conversation title, the ticket body (initial message) becomes the first Conversation Part, and all subsequent replies and internal notes become additional Conversation Parts. Ticket status (Open, Pending, Resolved, Closed) maps to Intercom's Open, Snoozed, and Closed states. We flag that Jitbit's internal notes have no Intercom equivalent for end customers; internal notes migrate as private Conversation Parts viewable only by the customer's team.

Jitbit agent and administrator users map to Intercom Teammates. We resolve by email match against Intercom's Teammate API. Agent role and group membership from Jitbit inform the Intercom Inbox assignment during configuration. Deactivated Jitbit users require explicit handling to avoid creating inactive Teammates at Intercom.

Jitbit end-customer users map to Intercom Contacts. Email address is the dedupe key. We preserve the user's name, email, phone (if populated), and any custom field values as Intercom custom attributes. Jitbit company associations link to Intercom Contacts through the Contact's company attribute.

Jitbit Companies map to Intercom Companies. Company name, domain, and industry map directly. We link all migrated Contacts belonging to that Company to the Intercom Company record during migration. Company creation happens before Contact import so that the company_id reference is satisfied on Contact insert.

Jitbit Categories define ticket routing and default assignment. We map each Jitbit Category to an Intercom Inbox, and where multiple Jitbit categories share routing logic, we merge them into a single Intercom Inbox with a Team assignment rule. Intercom's Inbox structure requires manual configuration before migration; we provide the category-to-inbox mapping as part of the pre-migration configuration guide.

Jitbit Tags are plain-text labels on tickets. They migrate directly as Intercom Conversation Tags. Tag-to-ticket associations transfer as Conversation Part tags. We preserve the full tag vocabulary from Jitbit and create matching tags in Intercom before the conversation import begins.

Jitbit Custom Fields (text, date, dropdown, checkbox, number, address, multiselect) map to Intercom Contact and Conversation custom attributes. Field types map to Intercom attribute types where possible: text to string, checkbox to boolean, date to date, dropdown to enum. Complex conditional custom fields that depend on Jitbit category assignment may require value normalization or a custom attribute transformation step during migration.

Jitbit Custom Statuses (e.g., Waiting for Vendor, On Hold) have no direct Intercom equivalent at the Conversation level. We map custom statuses to Intercom's state model (Open, Snoozed, Closed) and document each custom status with its open/closed semantics and recommended Intercom Rule or Workflow replacement. The customer's admin configures Intercom Rules post-migration to replicate the status semantics.

Jitbit KB articles (structured HTML) migrate to Intercom Help Center Articles. Article text, category assignments, and attachments transfer. We reconstruct the article in Intercom's markdown-compatible format, preserving headings, lists, and embedded images. Jitbit KB categories map to Intercom Collections. Article searchability is preserved by maintaining the original article slugs.

Jitbit Canned Responses (stored per-category) export as template text. Intercom's Saved Content feature serves a similar function for standard replies. We export canned response text and category associations and note that the variable placeholder syntax differs between platforms. Agents must update variable placeholders to Intercom's {{ }} format post-migration.

Ticket and KB article attachments extract from Jitbit storage and re-attach to their target Conversation Parts at Intercom. We preserve original filenames and file types. Jitbit's inline images in tickets migrate as embedded attachments in the corresponding Conversation Part. The attachment upload uses Intercom's file upload endpoint per Conversation Part.