Migrate from SupportBee to Intercom

SupportBee Tickets map to Intercom Conversations. The ticket thread (customer emails plus agent replies) migrates as Conversation Parts. Internal Notes in SupportBee map to internal Note Parts in Intercom so the internal discussion is preserved without being exposed to the customer. We set the conversation channel to email (matching SupportBee's email-first model) and preserve Unanswered/Answered status as the first Intercom part attribution. Ticket-created_at and updated_at timestamps carry over as conversation created_at and updated_at. Assignment to a Team and Agent maps to Intercom's team_assignment and assignee fields. Note that we must create the associated Contact before the Conversation import or the API returns an error.

SupportBee Customer profiles (email, name, organization, custom fields) map to Intercom Contacts. The customer's email address is the dedupe key. If the customer has an Organization in SupportBee, we map it to an Intercom Company record and link the Contact to it during import. Any SupportBee custom fields on Customer migrate as custom Contact attributes, which we create in Intercom before the contact import batch. Organization associations from SupportBee become Contact-to-Company links in Intercom.

SupportBee Labels are flat key-value tags on tickets. Intercom uses Tags as the equivalent flat-label model, so the migration is semantically direct. We export every distinct Label name and apply them as Tags on the corresponding migrated conversations. Multi-value labels on a single ticket each become a separate Tag on the Intercom Conversation. Label counts per ticket are preserved as tag counts on the conversation. If the customer used Label naming conventions for routing, we document the mapping for the admin to apply to Intercom's workflow rules post-migration.

SupportBee Snippets (folder-hierarchied templated responses) map to Intercom Macros. Intercom Macros are flat and do not support folder organization, so the folder hierarchy is flattened during migration; we include the original folder path in the Macro name or description field so the admin can reorganize manually. Snippet content, including HTML formatting, migrates as Macro body text. We preserve any variable placeholders (SupportBee's {{customer.name}} syntax) and note that the admin should convert them to Intercom's {{requester.name}} syntax post-import.

SupportBee Agents (users with individual logins) map to Intercom Admins and Teammates. We resolve by email match against the Intercom workspace User table. The admin determines the role mapping (Admin vs Teammate) during scoping. Any Agent without a matching Intercom user goes to a reconciliation queue for the admin to provision before the migration batch runs. Team assignments from SupportBee carry over as Intercom Inbox Team membership.

SupportBee Teams map to Intercom Inbox Teams. We recreate each SupportBee team in Intercom with the same name and assign the migrated Agents to their corresponding Inbox Teams. If a SupportBee ticket was assigned to a Team without a specific Agent, we set the Intercom conversation's Team assignment and leave the individual assignee blank, matching SupportBee's team-level routing behavior. Inbox routing rules in Intercom are not migrated; we document the routing logic for the admin to rebuild.

SupportBee KB articles migrate to Intercom Help Center Articles. We preserve title, body content (HTML), publication status (published/draft), and category metadata. Published articles are imported as publicly visible in Intercom's Help Center; drafts are imported in draft state. Intercom's Collections serve as the equivalent of SupportBee's KB categories. Note that SupportBee's internal article-to-ticket links (agents inserting KB article URLs directly into ticket replies) become dead links in Intercom; we inventory every ticket-article link during export and deliver a document mapping original KB article titles to their new Intercom URLs for the admin to re-link manually.

SupportBee CSAT ratings attached to tickets migrate as Intercom conversation-level CSAT data. Intercom stores CSAT as a rating (1-5 stars) on the conversation, which is the equivalent semantic model. We map the SupportBee rating value and associate it with the migrated conversation. If SupportBee CSAT comments were collected, we add them as internal notes on the conversation for agent reference. Note that Intercom CSAT reporting requires the Advanced tier; we confirm the destination plan during scoping.

SupportBee Filters (saved ticket view configurations with criteria-based queues) document as Intercom Saved Views. We export every active Filter with its criteria, sort order, and display columns, and deliver a configuration map the admin applies manually in Intercom because filter semantics differ between the two platforms. Saved Views in Intercom use different operators and field names; the admin rebuilds them in the Intercom Inbox settings using the delivered criteria document as a reference.

File attachments on SupportBee tickets (and KB articles) are downloaded from SupportBee's storage and re-uploaded to the Intercom conversation using the Intercom Content API. We preserve original filenames and attachment order within the conversation thread. If the attachment is an image, it appears inline in the conversation part; documents appear as downloadable attachments. Large attachments (over 10 MB) may require the customer to provision an external file hosting strategy in Intercom depending on the workspace storage limits.

SupportBee Business Hours (available on Enterprise tier) define SLA schedule windows. We export the business hours calendar configuration and recreate it in Intercom's Working Hours settings. If the customer uses SLA policies in SupportBee Enterprise, we document the SLA thresholds and map them to Intercom's SLA configuration, which is available from the Starter tier onward. Business Hours migration is configuration-only; no data records are involved.

SupportBee integrations (Slack, GitHub, Asana, and other OAuth-connected third-party tools) use OAuth tokens and webhook URLs bound to the SupportBee workspace and cannot be transferred to Intercom. We export a full list of active integrations with their connection configuration during the discovery phase and deliver it as a checklist for the admin to re-configure each integration in Intercom. Slack integration in particular is common among SupportBee teams; Intercom's native Slack integration requires separate webhook configuration in the Intercom settings.

SupportBee internal notes on tickets migrate to Intercom internal notes on the corresponding conversation. Internal notes are differentiated from customer-visible replies by setting the part type to 'note' in Intercom rather than 'comment'. This preserves the internal-only visibility without exposing agent discussion to the customer. Author attribution maps from the SupportBee Agent to the Intercom Admin or Teammate by email match.