Migrate from Plumsail HelpDesk to Intercom

Plumsail Tickets map directly to Intercom Conversations. The ticket subject becomes the conversation title, ticket body becomes the initial customer message part, and ticket status (New, In Progress, Solved, Closed) maps to Intercom conversation state. We preserve the Plumsail ticket ID as a custom conversation attribute plumsail_ticket_id__c for audit traceability. SharePoint throttling during ticket export requires us to pace API reads and resume from the last successful page on throttled responses.

Plumsail Contacts stored in the SharePoint contacts list map to Intercom Users. We use email as the dedupe key. The Plumsail contact record must exist in Intercom before importing any Conversation that references it, per Intercom's API dependency order. We extract contacts first, batch them into Intercom's bulk contact endpoint, and flag any contacts without a valid email address for manual resolution before conversation import begins.

Plumsail Organizations (companies) linked to Contacts and Tickets map to Intercom Companies. The organization name becomes the company name, and any Plumsail custom organization properties (industry, size, tier) become Intercom custom company attributes. We resolve organization references on tickets during ticket import by matching the organization name or domain against existing Intercom companies.

Plumsail Agents (SharePoint users assigned the HelpDesk Agent role) map to Intercom Teammates. We resolve Plumsail agent email addresses against the destination Intercom workspace Teammates. Any Plumsail agent without a matching Intercom Teammate goes to a reconciliation queue for admin provisioning before ticket assignment migration begins. Plumsail's admin-agent role distinction maps to Intercom's Admin vs Agent role settings.

Plumsail Comments map to Intercom conversation_parts. Public comments (customer-visible) become message-type conversation_parts; private notes (agent-only) become note-type conversation_parts. We preserve the original comment timestamp for timeline ordering. Plumsail comment authors map to Intercom Teammates by email; if the author is the contact (customer), the message part is attributed to the contact in Intercom. Large comment volumes require chunking because every migrated comment contributes to Intercom's conversation_part count against workspace limits on certain tiers.

Plumsail Tags (SharePoint taxonomy or choice-field keywords on tickets) map to Intercom Tags. Tag strings migrate as-is. We apply tags to the corresponding Intercom conversations after conversation creation. Intercom tags are workspace-level and can be applied across contacts, companies, and conversations, matching Plumsail's cross-ticket tagging behavior.

Plumsail Categories (structured classification labels stored as SharePoint choice or lookup fields) map to Intercom Topics if the destination workspace uses the help center. Topics in Intercom group help center articles, but ticket categorization requires a custom conversation attribute. We create a custom conversation attribute ticket_category__c and map Plumsail category values to it as string values, with a reference table delivered for admin to align with Intercom's help center topic structure if the customer uses Articles.

Plumsail SLA policies (response and resolution time targets by priority or ticket type) are rule definitions we map to Intercom SLA Rules on the Professional tier or above. Intercom's SLA Rules are configured in the inbox settings and apply to conversations assigned to specific teams. We deliver a written SLA mapping document with Plumsail SLA name, thresholds (first response, next response, resolution), and recommended Intercom SLA Rule configuration. SLA enforcement migrates as configuration, not data.

File attachments on Plumsail tickets (stored in SharePoint document libraries linked to ticket items) map to Intercom file attachments on the corresponding conversation part. We extract files from SharePoint, base64-encode them for Intercom's attachment API, and attach them to the conversation part that references the original comment. Large attachment volumes can stress the migration pipeline; we chunk file imports and flag any attachment exceeding Intercom's 10 MB limit for manual handoff.

Plumsail Knowledge Base articles (SharePoint list items or pages inside the HelpDesk site) map to Intercom Help Center Articles. We migrate article titles, content, and associations to relevant ticket categories. Formatting and embedded media require HTML content mapping to Intercom's article editor format. Article publish status migrates as draft unless the customer specifies a publication strategy. Knowledge base migration is content mapping, not code migration.