Migrate from SympoQ to Intercom

SympoQ Tickets map to Intercom Conversations of type ticket. The email-to-ticket message chain migrates as a sequence of Intercom Message objects, preserving the original sender, timestamp, and body. SympoQ ticket status (Open, Pending, Resolved, Closed) maps to Intercom conversation state. Assignee resolves to Intercom Teammate via email match. Priority maps to a custom conversation priority attribute.

SympoQ Customers map to Intercom Contacts. The mapping resolves by email as the dedupe key. Bulk import of Customers is a SympoQ Premium feature ($20/agent/month), so accounts on lower tiers may have fewer customer records per agent; we profile this during data discovery. Custom fields on the SympoQ customer record become Intercom contact custom attributes. If SympoQ Premium is not active, we map whatever customer fields are accessible via the Users and Tickets API.

SympoQ Agents (Users API) map to Intercom Teammates. We resolve by email address. Agent role (Admin, Agent) maps to Intercom admin or agent permissions. Queue assignments from SympoQ map to Intercom Team membership. We flag any SympoQ agent records that have no corresponding Intercom admin actioned during provisioning, as these create orphaned assignment references in migrated tickets.

SympoQ queues (department-scoped workspaces) map to a combination of Intercom Teams and Inboxes. During scoping, we identify the queue-to-team mapping based on the customer's departmental structure. Each SympoQ queue becomes a corresponding Intercom Team, and the team's Inbox receives tickets from the mapped queue. Customers using a single shared queue map to a single Intercom Inbox with a default team assignment.

SympoQ Knowledgebase articles export to CSV with title, category, and metadata, though article body formatting may be stripped. We inspect the exported CSV during data profiling and flag any articles where formatting loss is material. Migrated articles are created in the Intercom Help Center with sections mapped from SympoQ categories. Full article body content is recreated in Intercom's article editor where formatting fidelity is critical. Inline images are downloaded and re-uploaded to Intercom's media library.

SympoQ custom submission form field definitions (field name, type, mandatory/optional status) map to Intercom custom ticket attributes. Form layouts and conditional logic cannot migrate as UI configuration; we document the field list and recommended Intercom attribute setup for the customer's admin to configure post-migration.

SympoQ Workflow Rules are settings-level constructs exported via the Settings API. We deliver a written inventory of every active rule with its trigger, conditions, and actions, mapping each to the equivalent Intercom Workflow builder construct. We do not migrate Workflow Rules as functional automation code. The customer's admin rebuilds them in Intercom's workflow editor post-migration.

SympoQ Email Templates are retrieved via the Settings API with template names, subject lines, body content, and variable placeholders. Rich formatting and conditional logic may not survive a direct field-level map. We export the template content and variable structure and deliver it as a written document. Intercom Message Templates are rebuilt by the admin in the Intercom message template editor.

SympoQ ticket attachments are referenced via URL in ticket records. We download each attachment referenced in the source tickets, upload it to Intercom's media library, and attach it to the corresponding conversation part in the migrated conversation. File size limits comply with Intercom's attachment constraints.

SympoQ reports, analytics, billable time tracking, and historical summary data are generated on demand and are not accessible via the API. These cannot be migrated programmatically. We deliver a written statement of what reporting data exists in SympoQ and recommend that the customer export screenshots or PDF reports before cutover for archival purposes.