Migrate from monday service to Intercom

Monday service tickets are Items on Boards with a primary Status column and optional Priority, Assignee, Due Date, and custom columns. We extract each Item from monday Boards scoped as ticket boards, map Item title to Conversation subject, Item description to the initial customer message, Status column values to Intercom Ticket state (open, resolved, snoozed), and custom column values to Intercom Conversation Attributes. We flag any Item without a Status column as requiring customer decision on the default state mapping. Board-level grouping (Items in groups) has no direct Intercom equivalent; we flatten group membership into a custom conversation attribute if the customer needs it preserved.

Customer records stored as Items on monday service's dedicated Customer Board map to Intercom Contacts. We extract the Customer Item's name, email, phone, and any custom column values (company name, tier, contract value) and map them to Intercom Contact standard fields and custom attributes. If monday service uses the monday.com Contacts integration to store contacts externally, we query that endpoint directly rather than parsing the board. Dedupe is performed on email address — contacts with duplicate emails receive a merge flag for the customer's admin to resolve before final import.

Monday service conversation threads are stored as Updates on a Ticket Item or as Sub-items attached to the Item, depending on account configuration. We extract all Updates and Sub-items in chronological order, reconstruct the thread by author (customer vs agent), and import each message as an Intercom Message on the corresponding Conversation. Author resolution uses email match against the Contacts table; any author without a matching Contact is created as a Contact with a generated email placeholder flagged for admin review. Inline images in Updates migrate as file attachments re-uploaded to Intercom's file API.

Monday service Agent records are monday.com Users. We extract all Users referenced as assignees on Ticket Items and match by email against Intercom Teammates. Any Agent without a matching Intercom Teammate goes to a reconciliation queue; the customer's Intercom admin provisions the missing teammate before record import resumes. Display names, active/inactive status, and role assignments (admin vs member) transfer to Intercom's teammate model.

Monday service stores SLA targets as date custom columns on Ticket Items or references them inside automation rules. We extract the SLA target date, first response date, and resolution date columns from monday Items and map them to Intercom SLA Policy fields if the destination workspace has SLA Policies enabled, or to custom date attributes (sla_first_response_target, sla_resolution_target) if not. Any automation rules referencing SLA triggers are documented in the automation inventory for manual rebuild in Intercom Rules.

Monday service support boards map to Intercom team inboxes. If monday service uses multiple boards for different teams or products (common in larger accounts), each board maps to a separate Intercom Inbox. Board-level settings (private/shareable, column structure) do not have direct Intercom equivalents; we configure Intercom Inbox permissions and team assignments to approximate the access control model. Boards without a clear support scope are excluded from migration scope or mapped as Intercom Admins-only.

Monday.com column types (status, dropdown, date, number, link, file, formula) map to Intercom Conversation Attributes of equivalent type. Status columns map to Intercom text or dropdown attributes; date columns map to Intercom date attributes; number columns map to number attributes; link columns map to text attributes. Formula columns (computed values not stored as data) do not have a direct equivalent in Intercom and are flagged for exclusion or calculation during migration. We create the custom attribute schema in Intercom before importing any conversations so that attribute values map correctly at import time.

Tags applied to monday Items transfer as Intercom Tags on the corresponding Conversation. Tag names are preserved exactly; tag application history (which Items had which tags) maps to Conversation-level tagging. If a tag represents a category or team assignment rather than a label, we advise the customer to map it to an Intercom Conversation Attribute during scoping rather than a plain tag.

Files uploaded to monday Items (uploaded in the Item's file column) are extracted via monday's account export or API and re-uploaded to Intercom's file API, then attached to the corresponding Conversation Message. Files referenced externally (hosted URLs in link columns) migrate as link text in the message body rather than native attachments. Large files add processing time to the migration; we advise on file size limits and optionally exclude file attachments from the initial migration scope with a plan for post-migration re-attachment.

monday.com Dashboard widgets referencing support board data are not portable as live dashboards. We export the underlying data from the monday board as a structured CSV and deliver it alongside the migration. The customer uses this export to rebuild Intercom Reports (or connects the migrated data to a BI tool) post-migration. We flag any dashboard that depends on formula columns or cross-board lookups as requiring custom rebuild scope.