Migrate from OASYS to Intercom

OASYS Tickets map directly to Intercom Tickets with ticket title, status, priority, and creation date preserved. The OASYS ticket ID is stored in a custom attribute oasys_ticket_id for audit traceability. We preserve full status transition history as ticket attribute changes in Intercom rather than separate timeline events.

OASYS Customer records map to Intercom People. The customer email is the dedupe key. We transfer all standard contact fields (name, email, phone, address) and preserve any OASYS lifecycle or segment data as custom attributes on the People record. Customer company associations resolve to Intercom Company records via the Company domain or explicit link.

OASYS Company records map to Intercom Company records. Company name, domain, and metadata transfer as-is. We resolve the Company lookup for each Customer at migration time so that People records are linked to Companies on import rather than corrected post-migration. OASYS multi-customer company relationships become Intercom's company-to-people associations.

OASYS Agents map to Intercom Teammates by email address. We resolve agent email against the destination Intercom workspace and flag any OASYS agent without a corresponding Intercom user for admin provisioning before production migration. Historical ticket assignments preserve the agent identity even if the agent account is inactive in Intercom post-migration.

OASYS Team structures and queue assignments map to Intercom Teams. We audit team rosters and queue routing rules during discovery and recreate equivalent Team structures in Intercom. If OASYS teams use dynamic membership rules, we document the equivalent Intercom Rules configuration for the admin to implement post-migration.

OASYS ticket custom fields map to Intercom Ticket Attributes. We audit every custom field type during discovery and flag any field using an OASYS-specific type that Intercom does not support. Unsupported field types must be recreated as string or number custom attributes in Intercom before ticket data imports, or values are stored as plain text custom properties. Field labels and help text are preserved in the migration documentation.

OASYS customer custom fields map to Intercom People custom attributes. Multi-select, date, and numeric field types from OASYS require destination-side recreation in Intercom before migration because Intercom custom attributes have specific type requirements. We provide a field-by-field type mapping table during the scoping phase so the admin knows exactly what to create.

OASYS conversation threads attached to tickets map to Intercom Conversations. We preserve the full thread chronology including customer replies and agent responses, internal notes, and timestamps. Each OASYS conversation thread becomes a single Intercom Conversation with all messages in chronological order. Intercom's conversation notes from OASYS internal notes migrate as private notes visible only to teammates.

File attachments on tickets and conversations are downloaded from OASYS and uploaded to Intercom. We flag files exceeding 10MB during the audit phase because Intercom skips oversized files during import. The customer decides whether to compress, re-upload manually, or exclude oversized attachments. We preserve the original filename and attachment context so the admin can re-attach if needed.

OASYS tags on tickets and customers map to Intercom Tags. We transfer all tag associations and preserve tag names. Note that Intercom's tag taxonomy has changed: tags now nest under categories. We add a migration-category tag prefix to all imported tags so the admin can reorganize them post-migration without losing the original tag data. Intercom has deprecated the flat tag behavior and recommends category-based reorganization.

OASYS SLA definitions use internal naming conventions and condition logic that do not export as structured data. We capture screenshots and written documentation of every SLA rule during the audit phase. Post-migration, we deliver a configuration guide mapping each OASYS SLA to its Intercom SLA Policy equivalent with first response time, next response time, and resolution time targets. The admin rebuilds SLA policies in Intercom's native workspace settings.

OASYS internal notes on tickets migrate as Intercom private notes attached to the corresponding conversation. Private notes are visible only to teammates and not shown to customers, preserving the internal collaboration context from OASYS. We flag any note containing sensitive data (passwords, tokens) during the audit for the customer's security team to review before migration.