Migrate from Suptask to Intercom

Suptask Tickets map directly to Intercom Conversations with the channel type set to ticket. We map Assignee to the Intercom Admin via the Agent-to-Admin lookup, Status to Conversation State (open, closed, snoozed), Priority to Intercom's priority_level attribute, and Description to the initial conversation part. The Suptask Organization field maps to Intercom's contact company association. Tag values migrate as conversation labels. Note that Intercom requires contacts to exist before creating conversations: we import contacts first, resolve the contact reference by email or external_id, then create each conversation linked to that contact record.

Suptask Agents are identified by their Slack user identity in Responder channels. We extract unique Slack users across all Responder Inboxes, resolve them to Intercom Admin accounts by email where available, and flag any Slack users who appear in Responder channels but were never intended as active agents. These flagged users should be removed from Suptask before migration billing finalizes. For Intercom, we map active agents to Admin seats on the selected plan tier.

Suptask Inboxes (containers grouping Responder channels and Forms) map to Intercom Inboxes. If the customer uses multiple Suptask Inboxes to segment by team or topic, we create corresponding Intercom Inboxes during provisioning. Each Inbox maps to its connected Intercom channels (email, chat, chat widget) during configuration.

Suptask Forms define how requesters submit tickets and which fields are exposed. Custom form fields require field-level mapping to Intercom's ticket form fields. Standard Suptask fields (Assignee, Status, Priority, Description, Organization, Tags) map to Intercom equivalents. Custom fields extend the schema and require pre-creation in Intercom before migration.

Suptask's Organization field (used for departments, teams, or end-customer names depending on deployment) maps to Intercom Company. We preserve the Organization value as a Company attribute. For ticket-level reporting, we associate each conversation's contact with the relevant Company record.

Suptask Tags (flat string values on tickets) map to Intercom Labels on conversations. We preserve all tag values and their associations during migration. Labels in Intercom can be applied to conversations for segmentation and reporting.

Suptask Custom Fields extend the ticket schema per Form. We inspect the destination Intercom workspace for existing custom attributes and pre-create any missing ones via the Intercom API before importing conversation data. Custom attribute values migrate as part of the conversation import phase.

Suptask Knowledge Base articles migrate to Intercom Articles within the Help Center. Article content and categorization transfer, but article structure (sections, collections, and ordering) may require manual reorganization in Intercom depending on the volume and complexity of the source hierarchy.

Suptask Macros (templated responses for recurring ticket types) map to Intercom Saved Replies. We export macro definitions as text templates with any variable placeholders noted. Saved Replies in Intercom are simple text snippets attached to Admin accounts for quick response insertion.

Suptask Automation rules (trigger-based ticket assignment, status changes, and webhook events) are available on Custom plans and scoped per Inbox. We document all automation definitions during discovery but do not migrate them as code to Intercom. We deliver a written inventory of each Suptask automation with its trigger, conditions, and actions and a recommended Intercom Rule equivalent for the customer's admin to rebuild.

Suptask attachments reference Slack-hosted files. We handle file re-hosting by downloading from Slack CDN and uploading to Intercom's file attachment API, preserving the original filename and content type. Alternatively, we preserve Slack file URLs as external links on the conversation if re-hosting is not feasible. Customers with compliance requirements around file residency should note that Slack-hosted files remain in Slack's infrastructure.