Migrate from ProProfs Help Desk to Intercom

ProProfs tickets map to Intercom conversations with status translation: ProProfs open and pending map to Intercom open; resolved maps to Intercom resolved; closed maps to Intercom closed. Every ProProfs conversation message becomes an Intercom part within the conversation thread. Private agent notes in ProProfs become internal notes in Intercom using the conversations API. We preserve the original ticket ID in a custom conversation attribute for audit traceability.

ProProfs customer records (name, email, phone, company association, ticket history) map to Intercom contacts. The customer email serves as the primary dedupe key during import. If a ProProfs customer record references a company, we resolve the company first and link the Intercom contact to that company via the companies API before the contact insert completes.

ProProfs company records map to Intercom companies. Company name becomes the Intercom company name, and any associated domain maps to the Intercom company domain field. Company size, industry, and custom company attributes map to Intercom custom attributes created in the Data Attributes section before migration. The company record must exist before contact import so that the company-contact link is established at insert time.

ProProfs agents map to Intercom teammates with role translation: ProProfs admin maps to Intercom admin; ProProfs agent maps to Intercom agent or member. We resolve agents by email match against the destination Intercom workspace. Any ProProfs agent without a matching Intercom teammate goes to a reconciliation queue for the customer's admin to provision before migration proceeds, because assignee references on conversations require valid Intercom user IDs.

Each ProProfs ticket holds one or more threaded messages with timestamps, sender type (customer, agent, system), and visibility (public reply, private note). All messages migrate as conversation parts in Intercom with sender attribution preserved. System messages (status changes, assignment events) become Intercom conversation events. Private agent notes in ProProfs migrate as internal notes in Intercom using the notes API call attached to the conversation.

Files attached to ProProfs tickets or knowledge base articles transfer with original filenames and MIME types preserved. We fetch attachments via ProProfs accessible URLs and upload them to Intercom using the conversations API file attachment endpoint. Large attachments (over 10 MB) may require chunked upload handling. Image attachments inline in conversation messages migrate as part of the message body if the source provides accessible CDN URLs.

ProProfs ticket labels migrate as tags on Intercom conversations. All label-to-ticket associations are preserved during migration by applying each label as a tag at the time of conversation insert. ProProfs label metadata (label description, label color if stored) is captured and documented as tag metadata in the migration spec, though Intercom's current API does not support tag color natively.

ProProfs supports seven custom field types: text, number, dropdown, date, checkbox, multi-select, and user reference. We validate each custom field value against Intercom's attribute type constraints before import. Multi-select values stored as comma-separated strings in ProProfs are split and stored as Intercom list attributes. User reference fields are resolved to the corresponding Intercom contact or company lookup. Any values exceeding Intercom's attribute length limits are flagged for the customer's admin to either truncate or store as a custom event attribute.

ProProfs knowledge base articles exportable as JSON or XML per page (PDF export is flagged as a fallback only and requires content reconstruction). We extract article title, body content (HTML), category structure, and URL from JSON export. Article body HTML is converted to Intercom article format with section headings, images, and callouts preserved. Categories map to Intercom article collections. Articles are imported in dependency order (collections first, then articles) so that parent collection IDs are available at article insert time.

ProProfs CSAT and NPS survey settings (not individual response data) migrate as configuration records documented in the migration spec. Survey response aggregates are noted as a data capture limitation. If ProProfs survey responses are stored as linked records rather than aggregates, we map them as custom event data on the corresponding Intercom conversation, tagging the conversation with survey type and score. The customer specifies during scoping whether raw survey responses are required or aggregate CSAT score transfer is sufficient.

ProProfs automation rules have no documented export endpoint. We capture the full rule specification (rule name, trigger conditions, action sequence, delay rules) as a written document during the scoping call. This document is delivered alongside the migration and serves as the specification for rebuilding each rule in Intercom's Workflow builder. Workflow rebuild is outside standard migration scope; it is a documented manual step.

ProProfs canned responses are configuration data with no export API. We document every canned response with its title, content, and usage context during scoping. The document is delivered to the customer's admin for recreation as Intercom macros. ProProfs canned response variables (customer name, ticket ID, etc.) are noted with their Intercom macro variable equivalents so the admin can map placeholders during rebuild.