Migrate from Supportbench to Intercom

Supportbench Tickets map to Intercom Conversations, with ticket fields mapped to conversation attributes and message history preserved as conversation parts. The Supportbench ticket title becomes the conversation subject; status maps to Conversation State (open, closed, snoozed). Attachments on tickets transfer as file attachments to the conversation. We enforce the Intercom requirement that contacts exist before conversations are created by running the contact import pass first.

Supportbench Customer records map to Intercom Contacts. The customer email, name, phone, and company linkage migrate directly. We pre-create any custom attributes in Intercom (including the health score numeric field) before the contact import pass so that attribute values can be mapped on insert. Company linkage from Supportbench maps to the Intercom Contact's company attribute.

Supportbench Company records map to Intercom Companies. The company name, domain, and contract/licensing data fields migrate as custom attributes on the Intercom Company record. If the customer uses Supportbench's native Salesforce sync for company data, we note the linkage in the migration inventory for the customer to re-establish via Intercom's native company association or a third-party CRM connector post-migration.

Supportbench Agent records map to Intercom Admins (full access) or Operators (inbox-only access). Role assignments and team memberships map to Intercom's Inbox team structure. Custom role definitions from Supportbench Enterprise do not transfer as Intercom roles because the permission models are structurally different; we document the role mapping as a configuration step for the customer admin.

Supportbench maintains a separate internal Knowledge Base for agents. We export internal articles with their category hierarchy and attachment references, then import them into Intercom's Articles as internal-only by applying visibility restrictions. Internal-only articles in Intercom require the appropriate workspace and article settings to be configured before import so that visibility is set correctly at insert time.

Supportbench's customer-facing external Knowledge Base maps to Intercom Articles as public collections. Article categories from Supportbench map to Intercom Collections with hierarchical nesting preserved where possible. We run the internal and external KB as separate export and import passes and flag any article that references both internal and external categories for manual disambiguation.

Supportbench CSAT, NPS, and CES survey responses are tied to closed tickets. We export survey scores and timestamps as custom attributes on the corresponding Intercom Conversation or as attributes on the Contact record. Survey widget configuration (branding, timing, follow-up logic) does not migrate; we document the survey settings for the customer to reconfigure in Intercom's message templates and automation rules.

Supportbench SLA Policies with tier-based escalation stages and response/resolution targets map to Intercom SLA Policies, but Supportbench's dynamic, tier-adaptive SLA model flattens into Intercom's static SLA configuration. We document each Supportbench SLA Policy, its associated tier conditions, escalation stages, and time targets, then recreate them as Intercom SLA Policies noting that dynamic tier inheritance is not natively available in Intercom and may require custom attribute-based automation as a workaround.

Supportbench custom fields on Tickets, Customers, and Companies map to Intercom custom attributes on the respective objects. We pre-create the custom attribute definitions in Intercom (with correct data types: text, number, date, boolean, list) before importing records so that values map on insert. Dropdown or multi-select values from Supportbench custom fields require manual value-set definition in Intercom before migration.

File attachments referenced on Supportbench tickets are exported as file content and re-associated with the target Intercom Conversation as conversation attachments. Large attachment batches are chunked and re-associated by ticket ID to conversation ID lookup. We validate that attachment URLs in Supportbench are accessible at export time; broken links are flagged in the migration report for the customer to address.

Supportbench ticket tags migrate to Intercom conversation tags. Tag vocabularies are free-form; we export the full tag list, deduplicate by name, and apply the deduplicated set to the corresponding Intercom Conversations. Tags used for categorization or reporting in Supportbench retain their values in Intercom for equivalent reporting segmentation.

Customer health scores are stored as a numeric attribute on the Supportbench Customer record. We migrate the current score value as a custom numeric attribute on the Intercom Contact record. The underlying Supportbench health scoring algorithm (behavioral signals, support interaction history, predictive CES/C-SAT) cannot be replicated in Intercom. We document the baseline score at cutover and recommend establishing a new health reporting approach using Intercom's custom attributes and reporting tools.