Migrate from NV Desk to Intercom

NV Desk Customer records map to Intercom Contacts. Each Contact requires a user_id or email address as the minimum identifier per Intercom's API sequence requirement. We extract customer name, email, phone, and company from NV Desk and create Intercom Contacts before any ticket import so that conversation records can reference an existing Contact. Customer records without email or user_id are flagged in the reconciliation report for the customer's admin to resolve before ticket migration begins.

NV Desk Customers with an associated company name map to Intercom Companies. Company records provide the organizational context for Contacts in Intercom's data model. We map the NV Desk company name to the Company name field and optionally use the company domain as a matching attribute for deduplication during import.

NV Desk Cases map to Intercom Conversations with the type set to conversation. Case status (open, pending, resolved, closed) maps to Intercom's open, closed, or snoozed state. Case priority maps to a custom Conversation priority attribute or Intercom's built-in priority field if enabled. The NV Desk Case ID is preserved in an external_id field for reference. This migration step is executed after all Contacts and Companies are confirmed in Intercom, following the API order requirement.

NV Desk multi-channel conversation threads (voice call notes, email, chat, social) attached to Cases map to Intercom Conversation Parts. Each channel type from NV Desk becomes a part in the Intercom conversation with channel metadata preserved in custom attributes. We migrate the full conversation timeline including timestamps, agent and customer messages, and internal notes. Timestamps are preserved by setting the part created_at to the original NV Desk timestamp.

NV Desk custom fields on Cases are deployment-specific in count and type. We inventory all custom fields during scoping, map their types to Intercom's attribute types (string, integer, date, boolean, list), and provision the custom attributes in Intercom before ticket migration. Fields with no direct Intercom equivalent are flagged for the customer to decide whether to create a new attribute, use an existing one, or drop the data. Attribute IDs must be created before conversation import so that values can be mapped during insertion.

NV Desk Agent records (name, email, team assignment, role) map to Intercom Teammates. We resolve agents by email match. Any NV Desk Agent without a matching Intercom Teammate is held in a reconciliation queue for the customer's admin to provision before conversation import. Inactive NV Desk agents are migrated as inactive Intercom teammates to preserve historical assignment data.

NV Desk Teams map to Intercom Teams for inbox routing and assignment. Team-based routing rules from NV Desk map to Intercom's assignment rules and inbox routing configuration. We document the team structure and routing rules during scoping so they can be reimplemented in Intercom's Admin settings.

NV Desk SLA configurations (response and resolution targets per team or case type) map to Intercom's SLA object where supported. We document the SLA rules during scoping including target times, business hours, and escalation triggers. SLA implementation in Intercom requires manual configuration post-migration based on the SLA documentation we deliver.

NV Desk KB articles and categories migrate to Intercom Help Center articles. HTML content is preserved and reformatted to match Intercom's article schema. The NV Desk category hierarchy maps to Intercom's Collection and Section structure. Note that Intercom supports a simplified Collection > Article structure in addition to the standard three-level hierarchy; we map the source structure to the equivalent destination depth and flag any hierarchy flattening for the customer to review.

Tags applied to NV Desk Cases for categorization migrate as tags on Intercom Conversations. Tag naming collisions are resolved during the mapping phase. We preserve the full tag list and map each tag to an Intercom tag string on the conversation record. Tags are migrated after conversation migration so that tags can be applied to the correct conversation IDs.

File attachments on NV Desk Cases migrate as attachments on Intercom Conversation Parts. Large attachments or inline images may require chunked transfer or customer-hosted file transfer depending on size. We map attachment file names, MIME types, and URLs. Inline images within conversation threads migrate as separate attachments linked to the parent conversation part.

NV Desk's nine pre-built contact center integrations (Genesys, Cisco, Avaya, Five9, Amazon Connect, Dialpad, Webex, Zoom, Nice) are configuration-level and tied to the NV Desk deployment. They do not export as data. We document every active integration (connector type, version, and configuration notes) so the customer's team can plan independent reconfiguration in the destination contact center and any new helpdesk connection. This is a known gap and not a limitation of the migration process.