Migrate from Polar Help Desk to Intercom

Polar Help Desk Incidents map to Intercom Conversations. The Incident title becomes the Conversation subject, status (Open, In Progress, Resolved, Closed) maps to Intercom's open, closed, or snoozed state, and priority maps to a custom Conversation priority attribute that we pre-create in Intercom before import. Assignee resolution resolves the Polar technician ID to the matching Intercom admin or team member by email lookup. Created_at and updated_at timestamps preserve the original ticket chronology in the Conversation.

Polar Help Desk Work Orders attach as sub-records to Incidents. We migrate each Work Order as an Intercom Conversation Part of type note or comment, preserving the technician assignment, status, and description. The parent-child linkage from Incident to Work Order is preserved by linking each Part to the parent Conversation. If multiple Work Orders exist per Incident, they appear as sequential Parts ordered by the original Work Order creation timestamp.

Polar Help Desk Contacts map directly to Intercom Contacts. Name, email, phone, and organization linkage migrate as standard Contact attributes. Any custom fields on the Polar Contact record map to Intercom custom Contact attributes, which we pre-create in the Intercom workspace with matching data types (string, number, date, boolean, or select) before migration. Email addresses serve as the dedupe key.

Polar Help Desk Accounts (organizations linked to Contacts and Incidents) map to Intercom Companies. Account name maps to Company name, domain maps to the website attribute, and the association to linked Contacts is preserved via the Intercom Contact-Company relationship. We build the Company records first so that Contact import can satisfy the company_id lookup at insert time.

Polar Help Desk Teams with their roles and permissions map to Intercom Admin groups. We migrate team structures and role assignments as Intercom Admin records and Team membership, noting that Polar's permission model and Intercom's admin permissions are structurally different. Customers configure Intercom admin roles and permissions post-migration based on the written inventory we deliver.

Polar Help Desk knowledge base Articles migrate to Intercom Help Center Articles within Collections. Article title, body content, author, and position migrate. Internal article versioning and publication-state flags do not carry over — migrated articles land in draft status in Intercom and require manual activation. We flag all affected articles post-migration and deliver a bulk re-publish checklist. Inline images migrate as attachments; multilingual translations migrate as separate article versions per Intercom's translation fields.

Polar Help Desk SLA definitions (response and resolution windows per priority tier with business-hours calendars) migrate as SLA metadata in Intercom's SLA configuration. We map SLA name, priority level, and time windows to the corresponding Intercom SLA attribute. The actual escalation triggers, breach actions, and notification rules are destination-specific and require manual recreation in Intercom's SLA settings. We document the full source SLA table in a written handoff document.

Polar Help Desk email account configurations (IMAP/SMTP routing rules that link inbound mailboxes to Incidents) migrate as configuration metadata, but IMAP/SMTP credentials cannot be exported safely and are not migrated. We deliver a written inventory of each email account with its routing rules, and the customer's admin re-enters credentials manually in Intercom's inbox routing settings post-migration. This step is flagged as a manual post-migration task and is scoped separately.

Polar Help Desk tags labeling Incidents for categorization and reporting migrate as plain-text labels mapped to Intercom Conversation tags. Tag inheritance rules differ between platforms — Polar uses hierarchical tag assignment, while Intercom tags are flat labels applied at the Conversation level. We migrate all tag values and assign them at the Conversation level; the customer reviews tag-based reporting in Intercom post-migration.

Polar Help Desk custom fields on Incidents and Contacts migrate to Intercom custom Conversation and Contact attributes. Field types (dropdown, text, date, number, boolean) are mapped to the closest Intercom attribute type. Multi-select dropdowns map to Intercom multi-select attributes. Required-field constraints are preserved as Intercom attribute requirements. Custom field definitions are confirmed against the live Polar database schema during scoping because no public documentation exists.

Documents attached to Polar Help Desk Incidents and Work Orders migrate as Conversation attachments in Intercom. We re-attach file references to their parent Conversation records. Files exceeding 25 MB are flagged for chunked re-upload guidance; files with unsupported types (.exe, .sys, .scr, .wsf and others per Intercom's security policy) cannot be migrated and are listed in a post-migration exclusion report.