Migrate from SupportSystem to Intercom

SupportSystem Tickets map to Intercom Conversations of type ticket. Each SupportSystem ticket row (ticket ID, status, creation date, assignee, priority, Help Topic, Department) transforms into an Intercom conversation. We preserve the original ticket ID in a custom attribute (e.g., ss_original_ticket_id) for audit. Ticket status (Open, Pending, Resolved, Closed) maps to Intercom's open, closed, or snoozed state. Assignee resolves by email against Intercom Admins. If assignee email has no matching Admin, the conversation is assigned to the default inbox team for routing.

SupportSystem End Users create tickets via the Client Portal. User records (name, email, phone, organization membership) resolve to Intercom Contacts. If the user has never initiated a conversation in Intercom, they are created as a Contact. Users who exist only as ticket requesters without a product account become Leads. We extract user email as the primary dedupe key. Multi-language user preferences (documented in SupportSystem) map to Intercom's locale attribute on Contact.

SupportSystem Organizations map to Intercom Companies. Organization name and domain (extracted from user email or stored explicitly) become the Company name and domain in Intercom. Companies are created before Contact import so that the Contact-Company link (via the company_id attribute) is satisfied at import time. Organization-level custom fields map to Company custom attributes in Intercom.

SupportSystem ticket custom fields (added to the Export Picker before CSV extraction) become Intercom conversation attributes. We handle field-type mapping: text fields map to string attributes, number fields to number attributes, date fields to ISO-8601 date attributes, and checkbox fields to boolean attributes. Drop-down custom lists in SupportSystem map to Intercom dropdown or single-select attributes with the same option values.

SupportSystem Custom Forms collect structured data at ticket creation. Form field names and response values migrate to Intercom Ticket Types with custom attributes matching the form schema. We pre-create the Intercom Ticket Type (e.g., Bug Report, Feature Request) and its attributes during schema setup before ticket import begins.

SupportSystem Help Topics drive ticket routing and trigger specific Custom Forms. Each Help Topic maps to an Intercom Team for assignment routing, and optionally to an Inbox Rule for automated actions (e.g., tagging, priority setting, SLA assignment). Help Topics with no routing action become conversation tags in Intercom. We document the full Help Topic-to-Team mapping during scoping so the admin can validate routing behavior before go-live.

SupportSystem Departments assign agents and route tickets. Department names map to Intercom Teams directly. Agent-to-Department assignments in SupportSystem map to Team membership in Intercom. If the CSV export includes a department column per ticket, we use it to set the conversation's team assignment during import. Teams are created during schema setup, before agent and ticket migration.

SupportSystem Agents are listed as ticket assignees in CSV exports. Agent name and email extract from the assigned user column. We resolve each distinct agent email to an Intercom Admin by email match. Agents without an existing Intercom Admin account are held in a reconciliation queue for the customer's admin to provision before ticket import resumes.

SupportSystem stores stock and custom email templates per department. These are configuration data rather than transactional records. We export template content as structured text and map each to an Intercom Outbound Message template for the customer's admin to recreate manually. Template-to-department associations document as a mapping table. This is not an automated migration of template code because template content requires admin review before activation.

SupportSystem Knowledge Base articles (part of the Self-Service Portal) migrate to Intercom's Knowledge Hub. Article title, body content, internal notes, and category assignments extract from the platform and map to Intercom Articles within Collections. Collections correspond to SupportSystem KB categories or top-level sections. We preserve article ordering and parent-child section relationships. Article publication status migrates so that draft articles remain draft in Intercom.

Tags applied to SupportSystem tickets appear in ticket metadata exports. We preserve tag strings and apply them directly to Intercom Conversations as tags. Tag-to-category mapping is not required because Intercom tags are flat string labels. If the customer uses tags for priority or topic classification, we document the tag usage pattern so that the admin can apply filtering views in Intercom based on tag rather than rebuilding as a custom attribute.