Migrate from Odoo Help Desk to Intercom

Odoo helpdesk.ticket records map to Intercom conversations. The ticket subject becomes the conversation title, description becomes the initial conversation body, and ticket priority (low/normal/high/urgent) maps to a custom priority attribute on the Intercom conversation. Odoo stage_id resolves to Intercom conversation state (open, closed) using a stage-is_close flag: stages with is_close=True map to Intercom closed; is_close=False maps to open. Ticket team_id resolves to Intercom team_id via the Team mapping pass. Historical SLA status (met/violated) migrates as a custom conversation attribute sla_status__c.

Odoo ticket conversations live in mail.message linked to helpdesk.ticket by res_id. Each mail.message maps to an Intercom conversation part. The message body (html field) becomes the part body; message author (res.partner) resolves to the Intercom contact by email match; message date becomes the part created_at timestamp. Large message threads on high-volume tickets are the primary cause of Odoo database timeouts during export, so we batch-fetch mail.message by ticket_id in groups of 50 threads at a time and resume on timeout from the last processed ticket_id offset.

Odoo res.partner records referenced by helpdesk.ticket (partner_id) map to Intercom Contacts. Email is the dedupe key. We extract partner name, email, phone, and street/city/country address fields and map them to Intercom Contact standard attributes. Since res.partner is shared across Odoo's CRM, Sales, and Accounting modules, we scope the migration export to only partners that have at least one helpdesk.ticket reference, avoiding a full company-wide partner export that would exceed migration scope.

Odoo helpdesk.team records map to Intercom Teams. The team name and alias email address migrate. Odoo team-level pipeline settings (stage definitions and SLA policies scoped per team) are preserved as configuration metadata in a migration-notes document for the customer's Intercom admin to re-implement as Operator rules and inbox settings. Intercom Teams are available from the Starter plan onward.

Odoo users linked to helpdesk.team via the member_ids many2many field are resolved by email and mapped to Intercom Admins. The destination Admin must already exist in Intercom (provisioned before migration). We match by email and flag any Odoo user without a corresponding Intercom Admin as a reconciliation item. Active and inactive Odoo user status is preserved in a custom attribute original_odoo_active__c for audit purposes.

Odoo SLA policies (helpdesk.sla) define response and resolution deadlines by ticket priority or team. Intercom has no native SLA policy object, so we export SLA policy names, deadline intervals, and applicable priority/team rules as a configuration inventory document. At migration time, we flag tickets that were in breach of their SLA as a custom conversation attribute sla_violated__c with a boolean value, and set sla_policy_name__c as a string attribute for reporting in Intercom's analytics.

Odoo ticket tags are string labels stored in a shared tag pool (helpdesk.tag) linked to helpdesk.ticket via many2many. Tag names migrate directly as Intercom conversation tags. We export all distinct tag names across the ticket set and map them as-is, preserving the label without transformation. Tags used to categorize ticket type or channel are not remapped to Intercom's topic or section taxonomy; the customer chooses whether to align taxonomy during scoping.

Odoo Help Desk ratings are tied to res.partner (customer) and res.users (rater) and linked to helpdesk.ticket. Intercom has no native CSAT rating model. We migrate rating values (numerical 0-5 or text rating) as a custom contact attribute rating_value__c on the Intercom Contact record, and the rating text (if present) as a contact note. The original Odoo ticket reference is preserved in a custom attribute original_ticket_id__c for cross-referencing.

Odoo helpdesk.stage records are scoped per team_id and include name, sequence, is_close, and fold status. Stages with is_close=True map to Intercom closed conversations; is_close=False maps to open or snoozed. Stage sequence order is preserved as a custom attribute stage_sequence__c for reporting purposes. The customer chooses which Intercom inbox or team receives tickets from each Odoo stage during scoping.

Odoo ticket attachments stored in ir.attachment (res_model=helpdesk.ticket) are exported via /web/binary/base64 per ticket and uploaded to Intercom as conversation attachments. We flag unsupported file types (.exe, .sys, .scr, .shb, .wsf, and others on Intercom's security blocklist) during pre-migration discovery and advise the customer to configure Intercom's Attachment Settings (Settings > Security > Attachment settings > Allow more file types) before migration begins, or to exclude those attachments from scope. Binary blobs over 20 MB per file exceed Intercom's attachment limit and require separate handling.

Odoo Studio custom fields on helpdesk.ticket carry the x_studio_ technical prefix. Fields created via ir.model.fields directly use the x_ prefix. We surface all x_* fields during schema discovery with their human-readable labels and present them to the customer to confirm migration scope. Custom fields migrate as Intercom custom conversation attributes with appropriate types: string fields become text attributes, numeric fields become number attributes, and boolean fields become boolean attributes. Date fields become date attributes. The customer confirms the Intercom attribute names before import.

Odoo res.users records referenced as ticket assignees (user_id on helpdesk.ticket) are resolved by email against Intercom Admins. Inactive Odoo users are included in the export so that historical assignment records remain intact in Intercom's conversation history; active status is preserved in a custom attribute. Owner resolution must complete before ticket import because Intercom conversation assignment requires a valid Admin reference.