Migrate from Tender Support to Intercom

Tender Support Tickets map to Intercom Conversations. The Tender ticket subject becomes the conversation title, ticket status (open, pending, resolved, closed) maps to Intercom conversation state (open, resolved, closed), and the full conversation thread migrates as individual message records within the conversation. We capture the original Tender ticket ID in a custom attribute tender_ticket_id__c for cross-reference during the audit window.

Tender Support Customer records map directly to Intercom Contacts using email as the dedupe key. Name, email, and any Tender customer metadata migrate as Contact attributes. If the customer schema includes a company name field, we also create a corresponding Intercom Company and link the Contact via the contacts_to_companies relationship during import.

Tender Support Agent accounts (admin or regular role) map to Intercom Teammates. We resolve by email match against the Intercom workspace Teammates list. Any Tender Agent without a matching Intercom Teammate is held in a reconciliation queue and the customer's admin provisions the missing accounts before record migration resumes. Agent role (admin vs regular) maps to Intercom access level configuration.

Tender Support's flat label vocabulary maps to Intercom Tags. Because Tender labels are single-level with no hierarchy, we deduplicate and normalise the label set during the mapping phase. Labels with identical or near-identical semantics (e.g., 'billing-question' and 'billing-query') are merged into a single Intercom Tag with the mapping documented for customer audit. The final deduplication pass produces a tag normalisation table approved by the customer before migration runs.

File attachments on Tender Support ticket messages are downloaded to local storage, then re-uploaded to the corresponding Intercom Conversation message. We preserve original filenames and content-type headers. Intercom blocks potentially malicious file types (.exe, .sys, .scr, .shb, .wsf, and others) by default. If the Tender export contains any of these types, we flag them for the customer to review before migration; the customer must enable Allow more file types in Intercom Settings > Security > Attachment settings to accept them, or the import skips those files.

Tender Support internal notes are identified by inspecting the message_type or status column in the raw export. Some Tender export formats present internal notes as regular message rows without an explicit internal flag. We apply the internal visibility flag during import so notes land as teammate-only notes in Intercom. If the export omits this signal entirely, we flag those records for manual review before committing the import batch.

Tender Support per-ticket custom fields (string, boolean, date, number, select, multi-select) map to Intercom custom conversation attributes. Intercom requires custom attributes to exist in the workspace before conversation import begins so that attribute values can be mapped correctly. We pre-create every attribute in Intercom during the schema phase, matching Tender field types to the corresponding Intercom attribute type (string, boolean, date, integer, list, or string list). Select fields from Tender become list attributes in Intercom.

Tender Support ticket status values (open, pending, resolved, closed) map to Intercom conversation state values (open, resolved, closed). If Tender uses a custom status vocabulary, we map each distinct Tender status to the nearest Intercom state during the discovery phase. Pending in Tender becomes open in Intercom unless the customer requests it map to snoozed.

Tender Support Agent assignment on tickets maps to Intercom Conversation assignee via the Teammate lookup. We resolve the Tender agent email against the Intercom Teammates list created during the Agent mapping phase. Unassigned Tender tickets map to Unassigned in Intercom and the customer decides whether to route them to a team inbox post-migration.

Tender Support ticket creation timestamp migrates as the Intercom Conversation created_at timestamp, preserving the full conversation chronology. We use the Tender export's created_at field directly. Ticket updated_at maps to Intercom conversation updated_at for audit completeness.

If the Tender Support account uses multiple sites or organizations to segment teams, we map these to Intercom Teams during migration. Each Tender site or organization becomes an Intercom Team, and ticket routing defaults to the corresponding team inbox. The customer confirms the team mapping during the discovery phase.