Migrate from Tiflux to Intercom

Tiflux Tickets map to Intercom Conversations. Each ticket's requester, client linkage, status, priority, and created_at timestamp carry over. The ticket description becomes the initial customer message in the conversation. Child tickets (ticket filho) and ticket groups become separate conversations linked via Intercom's conversation_participants or a custom attribute referencing the parent ticket's external_id. We build a dependency graph during discovery and import parent conversations first so that child linkage references are valid at insert time.

Tiflux Client records map to Intercom Organizations. The client's name, domain, and address fields map to the equivalent Organization fields. Organizations must exist in Intercom before any Contact or Conversation that references them can be created, so we sequence Organization import as the second phase after Contacts. Client-level annotations (anotações) and resource group associations migrate as Organization notes or custom attributes.

Tiflux Contact records map to Intercom Contacts. Each contact requires at minimum an email address or a user_id to be valid in Intercom. We use email as the dedupe key during import. Phone, extension, and custom field values map to Intercom Contact custom attributes. Where Tiflux contacts belong to multiple clients, we create the primary Organization linkage in Intercom and store secondary client references in a custom attribute.

Tiflux Entidades are customer-defined field groups attached to tickets or clients. Intercom Custom Data attributes must be pre-created in Settings > Data > Custom Objects before any conversation or contact records can reference them. We extract all Entidade types and their field definitions during the discovery phase, create the corresponding Intercom Custom Objects and attributes via the API before any data import begins, and resolve the external_id linkage at ticket import time. If entity records were created manually without capturing their internal IDs, we extract them via the Tiflux v2 API and help the customer establish the mapping before importing tickets.

Tiflux Contracts link clients to service agreements and govern SLA parameters. Intercom has no native contract object. We map contract records to a Contract custom object in Intercom with fields for contract hours, billing terms, and SLA tier, linked to the Organization via external_id. SLA-specific contract rules are documented for the admin to configure in Intercom's SLA settings (Advanced and Expert tiers) post-migration.

Tiflux User records map to Intercom Teammates. We resolve Tiflux users by email match against the Intercom workspace's teammate list. Any Tiflux user without a matching Intercom Teammate goes to a reconciliation queue for the customer's admin to provision before the migration resumes. Role and permission group membership from Tiflux maps to Intercom Team membership.

Tiflux Groups manage resource allocation and permission scoping for clients and tickets. Intercom Teams serve a similar grouping function for Inbox assignment and routing. We map group names and membership to Intercom Teams, preserving the team-teammate relationship so that ticket assignments route to the correct team after migration.

Tiflux apontamento de horas records capture time worked against a ticket, often used for billing or SLA tracking. Intercom has no native time-tracking object. For migrations with fewer than 5,000 apontamento records, we append each time entry as an internal note on the linked conversation with the technician name, date, duration, and description. For higher volumes, we create a TimeEntry custom object in Intercom linked to the conversation via external_id and store technician, date, duration, and description as structured attributes.

Tiflux SLA rules define deadline timers, pause conditions, and escalation paths tied to contracts or ticket categories. Intercom SLA configuration is available on Advanced ($85/seat) and Expert ($132/seat) tiers and is rule-based, not entity-attached. We do not migrate SLA rules as code. We deliver a written inventory of every active Tiflux SLA rule with its trigger conditions, deadline parameters, pause behavior, and escalation action for the customer's admin to configure in Intercom SLA settings post-migration.

Tiflux Knowledge Base articles map to Intercom Help Center articles. We export article title, body content, categorization, and client associations. Category structure and visibility rules require field-level mapping to Intercom Collections and Article sections. Articles under 100 words or over a threshold may affect Fin AI Agent hallucination rates post-migration; we flag these during the data audit so the customer can expand or trim before Fin is configured.

Files attached to Tiflux tickets at creation or during conversation threads migrate as attachments on the corresponding Intercom conversation. We export attachment URLs and metadata from Tiflux and upload them to Intercom via the conversation attachments endpoint. File content transfer depends on the file format being supported by Intercom's attachment API. If phone number validation is enabled in the Intercom workspace, we recommend disabling it before migration to prevent record rejection on contacts with invalid phone formats.

Tiflux Activities are scheduled tasks and calendar commitments tied to tickets or general workflows. Intercom has no native calendar or standalone task object separate from conversation-linked actions. We map activity records with periodicity, dates, and assignee to Intercom Tasks attached to the relevant conversation, or to internal notes if the activity does not map cleanly to an actionable task in Intercom's conversational model.