Migrate from Ticksy to Intercom

Ticksy Tickets migrate to Intercom Conversations with the Ticket type attribute applied. We preserve Ticksy ticket status (open, pending, resolved, closed) as the Intercom conversation state, ticket priority as a custom data attribute on the conversation, and the assignee as a Team or Teammate assignment. The Ticksy ticket ID is stored as a custom external_id attribute so the source record can be traced in any reconciliation report.

Ticksy distinguishes Public (community-visible) from Private (agent-customer only) tickets. Intercom has no native community-visibility concept on conversations. We create a custom data attribute called ticket_visibility__c on the conversation, set to 'public' for community threads and 'private' for standard support tickets. This allows the customer's admin to filter or route community-facing threads to a specific inbox or team after migration.

Ticksy knowledge base articles (title, body, publish state, category) map to Intercom Help Center Articles. We extract the article body as rich text, preserve the publish state (draft/published), and map Ticksy categories to Intercom Collections. Articles in Ticksy categories that have no Intercom equivalent are placed in a default Collection with a note in the migration artefact for the admin to reorganise post-migration.

Ticksy's KB categories map to Intercom Help Center Collections. Each Collection is created before any Articles are imported so that the Section/Article hierarchy is satisfied at insert time. Collections inherit the publish state from their first migrated article if no standalone publish state is available in Ticksy.

Ticksy agent and customer accounts (name, email) map to Intercom Contacts. Agent role information (admin vs agent) is preserved as a custom data attribute agent_role__c on the Contact record. Intercom's Contacts-first import rule means all User records must exist before any Conversation can reference them, so we run this as the first migration phase.

Ticksy Custom Fields map to Intercom Data Attributes scoped to the Conversation model. Text and multiline fields become Intercom Text attributes (255-character limit for Contact-scoped; 1000-character limit for Conversation-scoped; 4000-character limit for fields whose names contain description, note, or comment). Dropdown fields become Intercom List attributes. We extract both the field schema and the option list values from Ticksy separately because Ticksy stores dropdown definitions apart from ticket records, then create the Data Attribute in Intercom before importing the ticket data.

Ticksy ticket reply threads (chronological, including both agent and customer messages) map to Intercom Conversation Parts. The author of each part is resolved to the corresponding Intercom Contact; the timestamp is preserved as the part creation date. We distinguish agent replies from customer replies using the Ticksy author type flag so that Intercom's agent-side and customer-side parts are correctly attributed.

File attachments on Ticksy tickets are extracted as standalone binary assets and re-uploaded to Intercom as Conversation Attachments linked to the corresponding Conversation Part. Large files (over 20 MB) or unsupported MIME types are flagged in the migration artefact for the admin to handle manually post-migration.

Ticksy labels and ticket tags are simple string identifiers. We normalise them to Intercom Tags on the conversation record. Tags with names exceeding Intercom's 100-character limit are truncated and noted in the migration artefact. Intercom Tags apply to contacts, companies, and conversations; we apply tags at the conversation level matching the Ticksy ticket label.

Ticksy's email piping routing rules and inbound email addresses are configuration data. We extract them as a structured migration artefact listing each inbound address, its associated product or inbox in Ticksy, and the routing logic. The customer's admin applies these to Intercom's Inbox channels post-migration, as Intercom's email channel uses a different routing model (Inbox rules vs Ticksy's direct inbox assignment).