Migrate from Tele-Support HelpDesk to Intercom

Every Tele-Support HelpDesk Ticket migrates as an Intercom Conversation. We tag each Conversation with a custom attribute Legacy_Ticket_ID carrying the original Tele-Support ticket ID for searchability. Ticket subject becomes the Conversation subject. Ticket status (Open, Pending, Resolved, Closed) maps to Intercom Conversation state. Ticket priority maps to Intercom priority attribute. We treat the original ticket as an inbound customer message to ensure Messenger visibility, then layer on agent replies and internal notes as subsequent parts.

Tele-Support Customers map to Intercom Contacts by email as the dedupe key. Customer profile properties (name, phone, custom properties) migrate as Intercom Contact attributes. We require Contacts to import before Conversations because every Conversation must be linked to an existing Contact in Intercom. If a Tele-Support Customer references a company, we resolve the Company-to-Intercom-Company linkage after the Company import completes.

Tele-Support Companies map directly to Intercom Companies. Company name is the primary field; domain, custom properties, and tag associations migrate as Company attributes. The Company is linked to associated Contacts after both object types exist in Intercom. If Tele-Support stores company-level RMA history as a custom property, we flag it for migration as a custom Company attribute and note that Intercom's custom attributes on Companies are available for this mapping.

Tele-Support HelpDesk Agents map to Intercom Admins (full workspace access) or Teammates (inbox-only access) based on their role and team assignment. Agent email is the matching key. We verify all target agents have active Intercom accounts before migration; agents who have not accepted an Intercom invitation cannot receive Conversation assignments. Agents without an Intercom equivalent go to a reconciliation queue for admin provisioning before record import proceeds.

Tele-Support Teams map to Intercom Teams for routing and SLA assignment. Team membership and names are preserved as strings. Inbox assignment rules in Intercom reference Teams, so we configure the Team structure before Conversation assignment mapping so that routing rules resolve correctly at migration time.

Tele-Support HelpDesk ticket conversations — customer messages, internal notes, and attachments — become Intercom Conversation parts ordered by timestamp. Internal notes in Tele-Support migrate as note-type parts in Intercom (non-deliverable to the customer). Public replies migrate as user-type and admin-type parts. High-message threads with more than 250 comments may be split across multiple Conversation records; we flag this during scoping and recommend post-migration thread review or reassembly by the admin team.

Binary attachments on ticket comments migrate as Conversation attachments in Intercom. We preserve original filenames and MIME types, including inline images embedded in ticket replies. Attachment migration significantly extends migration timeline; we present a Skip Attachments option during scoping and recommend testing both paths with a demo migration before committing. If attachments are skipped, we document the attachment-free state and provide a reference list for manual re-upload.

Tele-Support HelpDesk custom ticket fields (text, numeric, dropdown, date types) are defined per-account and require explicit schema extraction before migration. We create equivalent custom attributes in Intercom before importing any Conversations so that attribute values map correctly during import. Dropdown fields in Tele-Support map to Intercom select-type custom attributes with matching option values. Boolean fields map directly. The mapping step is included in every scoping call and we do not assume field-name parity between source and target.

Tele-Support Tags (flat label strings on tickets, customers, and companies) migrate to Intercom Tags. Tag names are preserved exactly. In Intercom, tags can be applied to Contacts, Companies, and Conversations, which mirrors Tele-Support HelpDesk's tagging scope. Tag counts are preserved for reporting continuity.

Tele-Support HelpDesk Knowledge Base Articles migrate as Intercom Articles under Collections. We preserve section hierarchy (Tele-Support sections become Intercom Folders within Collections), article body content, publication status, author, and view counts. Internal cross-links between articles are automatically rewritten to match Intercom's URL structure during migration. Multilingual content and translations migrate with articles if present. The customer selects target Collections during scoping; if no matching Collection exists in Intercom, we create it before article import.

Tele-Support HelpDesk macros (canned responses) and workflow automations are stored as internal platform configuration with no stable export API. We do not migrate them programmatically. We deliver a written inventory of every active Macro and Automation with its trigger conditions and recommended Intercom Operator rule equivalent. The customer's admin rebuilds these manually in Intercom's workflow builder after migration.

Tele-Support HelpDesk's tightly integrated RMA and inquiry lookup tools store return and repair records as part of the customer profile. We flag RMA data during scoping. If the customer uses RMA as a structured record type, we recommend creating an Intercom Custom Object (Contacts, Companies, and Conversations support custom attributes) or a separate lookup table for return reference numbers attached to the relevant Contact as a custom attribute. The mapping depends on RMA data volume and whether the customer wants RMA context visible inside Conversation threads.