Migrate from OneDesk to Intercom

OneDesk Tickets map directly to Intercom Conversations. The ticket subject becomes the Conversation title, status maps to open/closed/snoozed, priority maps to Conversation priority if configured, and the customer contact maps to the Conversation contact. We preserve the full message thread in chronological order with author attribution and timestamps. The channel is set to email for migrated ticket conversations unless the original thread was live chat.

OneDesk Tasks are internal work Items sharing the same Item schema as Tickets. Intercom has no native task management object. We map Tasks to Notes attached to the relevant Contact or Conversation, with the task description stored as note body and status indicated in a custom Conversation attribute. For teams that actively use Tasks as project sub-work, we document the task structure in the migration handoff so the admin can decide whether to recreate in a separate project tool or use Intercom's custom data attributes.

OneDesk Customers are external contacts (non-billable) and map directly to Intercom Contacts. Name, email, phone, company association, and custom properties migrate. Custom properties on Customer records require field-level discovery because OneDesk's custom fields are shared across all Item types; we extract the complete active custom field schema during scoping before mapping to Intercom Contact data attributes.

OneDesk Users are billable agent accounts. Every migrated User becomes a billable seat in Intercom. We flag the count of billable Users during scoping so the customer does not under-provision Intercom seats. Email, name, and role assignment migrate. Admin versus agent permission levels map to Intercom's admin settings. Users without an email (system accounts) are flagged in the reconciliation report for the admin to handle.

OneDesk Company records on Customers map to Intercom Companies. Company name, domain, custom attributes, and tags migrate. Intercom Company records are free and do not consume seat licenses. The company-contact linkage is preserved through the Contact import sequence.

OneDesk Projects serve as container objects grouping related Tickets and Tasks with assigned members. Intercom has no project or workspace container. We map Projects to a combination of Tags (applied to Conversations) and Intercom Teams (for assignment routing). The customer's admin chooses the preferred structure during scoping. Project member assignments become Team membership or tag-based ownership in Intercom.

OneDesk custom fields are shared across all ticket types and extracted once per schema. We map each active custom field to a corresponding Intercom Contact data attribute (for customer-level fields) or Conversation data attribute (for ticket-level fields). Field types are mapped: string to text, boolean to boolean, date to date, number to number, select to select. Multi-select fields in OneDesk map to multi-select attributes in Intercom.

OneDesk KB Articles export with title, body content, category assignments, and publish status. We map articles to Intercom's Knowledge Hub with category hierarchy preserved as Collection and Section nesting. Article-author attribution maps to the Intercom author field if the author email matches a migrated Contact. Publish status controls visibility in the Intercom help center. Links within articles are preserved as-is; the admin updates URLs post-migration if the source portal domain changes.

OneDesk conversation messages (the threaded replies on Tickets) migrate as Conversation Parts in Intercom. Author attribution maps to the Contact (customer) or Admin (agent) based on the message's internal/external flag. Attachments on messages migrate as conversation attachments in Intercom. We preserve chronological ordering by setting each message's timestamp to the original OneDesk timestamp.

OneDesk workflow automations reference specific Item IDs, user assignments, and action types. We export the complete automation definition as part of the migration package and flag every automation that contains a record ID reference for post-import audit. We do not migrate automations as code because the ID-based triggers will break post-migration. The migration handoff includes a written inventory of active automations with recommended Intercom Rule and Macro equivalents for the admin to rebuild.

File attachments on OneDesk Items export from OneDesk storage. We download files, map them to the corresponding migrated Conversation in Intercom, and preserve original filenames. Large attachment sets are chunked to avoid timeouts. Files exceeding Intercom's size limits are flagged for the admin to host externally and link.

Time tracked against OneDesk Tickets and Tasks exports with hours, user, date, and description. Intercom has no native time tracking object. We map time entries to a custom Conversation data attribute (time_spent_hours) or store as a Note on the Conversation with the user and date. For teams with billable hour requirements, we document the time entry structure in scoping so the admin can evaluate Intercom's time tracking integrations.