Migrate from Teamwork Desk to Intercom

Teamwork Desk Customers are the unified contact object with name, email, and optional company association. Intercom splits this into User (authenticated product users), Lead (unauthenticated visitors), and Contact (the CRM contact record). We perform identity resolution during scoping: customers with a known company in Teamwork map to Intercom Contact with a Company link; customers without company data map to Lead; customers confirmed as product users with a login email map to User. The original Teamwork Desk customer_id is preserved in a custom attribute twd_customer_id for audit and cross-reference.

Teamwork Desk Customer companies map directly to Intercom Company. The company name becomes the Company name, domain maps to the Website field, and the Intercom Company is used as the deduplication key during Contact import. We create Company records before Contacts so that Contact-Company lookups are satisfied at insert time.

Teamwork Desk Tickets map to Intercom Conversations. The ticket subject becomes the Conversation title, ticket status (open, pending, resolved, closed) maps to Intercom's open, closed, or snoozed state, and priority maps to a conversation priority attribute. The full message thread (customer replies and agent responses) migrates as conversation_parts in chronological order, with internal notes preserved as internal conversation_parts visible only to operators. Ticket assignee from Teamwork maps to the conversation's assignment assignee_id in Intercom.

Teamwork Desk Agents map to Intercom Operators. We match by email address as the deduplication key. Agent role in Teamwork Desk (admin, agent) maps to the operator's admin or agent role in Intercom. Inactive agents in Teamwork Desk map to inactive operators in Intercom, and we flag them for the customer's admin to activate before go-live.

Teamwork Desk Inboxes route incoming tickets from specific email addresses or forwarding rules to designated agents. Each Teamwork Desk Inbox becomes an Intercom Team. The inbox-agent assignment migrates as the Team-member mapping in Intercom. Inboxes with no agent assignments are flagged during scoping. Customers with more than 20 Inboxes may require consolidation during scoping because Intercom Teams have a simpler structure.

Teamwork Desk Helpdocs articles map to Intercom Articles. The article title, body content (rich text), author, publication status (draft, published), and category associations migrate directly. Article attachments are downloaded from Teamwork Desk URLs and re-uploaded to Intercom's file storage. Note that Intercom's article folder hierarchy (Collections and Sub-collections) may not map directly to Teamwork Desk's flat category model; we document the hierarchy as Intercom Collections and flag any flattening required during scoping.

Teamwork Desk Categories are hierarchical folders for organizing Helpdocs articles. These map to Intercom Collections and Sub-collections. We preserve the hierarchy as nested Collections, but Intercom only supports two levels (Collection > Sub-collection) versus Teamwork Desk's potentially deeper structure. Any categories beyond two levels are flattened and documented for manual reorganization post-migration.

Teamwork Desk Tags on tickets migrate as Intercom conversation tags. Tags are vocabulary-preserved: we export the full tag list from Teamwork Desk and create matching tags in Intercom before ticket import begins so that tagging applies correctly during migration. Tags used on Helpdocs do not migrate to Intercom article tags without a separate article-tagging configuration step documented during scoping.

Teamwork Desk custom fields on tickets and customers (available only on Premium at $36.75/user/month and Enterprise) map to Intercom custom conversation attributes or contact attributes. We enumerate every custom field during scoping, match field types (dropdown, text, date, number), and create corresponding custom attributes in Intercom before migration. Without pre-creating these attributes, Teamwork Desk custom field data lands as plain text with no type enforcement in Intercom.

Teamwork Desk time entries log billable or non-billable time against tickets. Intercom does not have a native time-tracking object. We export time entries as a structured CSV and either create a custom Time Entry object in Intercom with a lookup to the conversation, or attach time entries as internal conversation_parts on the mapped conversation. The customer chooses the approach during scoping.

CSAT ratings on Teamwork Desk tickets (Premium tier) migrate as Intercom conversation ratings or as a custom numeric attribute on the conversation, depending on the customer's Intercom plan. Intercom's native conversation ratings are operator-facing and can be included in reporting. We map the Teamwork Desk rating score to the Intercom rating scale during the import transform.

File attachments on Teamwork Desk tickets and Helpdocs are referenced by URL in Teamwork's API. We download each attachment and re-upload to Intercom's file storage. Intercom blocks certain file types for security (.exe, .sys, .scr, .shb, .wsf, and others). Before migration, we enumerate any blocked file types in the customer's ticket attachments and either skip them with a flag in the reconciliation report or enable Allow more file types in Intercom Security settings if the customer accepts the risk.