Migrate from Tikit to Intercom

Tikit ticket records map to Intercom Conversations with the type set to ticket. We preserve subject, description, status (open, pending, resolved, closed mapping to Intercom's open, closed), priority (low/normal/high/urgent mapping to Intercom's priority levels), category, requester (mapped to Intercom Contact), assigned agent (mapped to Intercom Admin/Teammate), and full conversation thread including internal notes. Tikit internal comments migrate to Intercom part-added comments visible to teammates only if the destination workspace has an internal notes strategy configured.

Tikit licensed agents map to Intercom Teammates. We export agent display name, email, group assignment, and skill mappings. Note that Intercom's named-seat model ($29-$132/seat/month) includes agents who handle conversations; the total migrated agent count determines the Intercom plan tier required post-migration. Tikit agents who are inactive at migration time can be provisioned as inactive Intercom Teammates to preserve historical assignment without incurring a seat charge.

Tikit end users (unlimited, unlicensable in Tikit) map to Intercom Contacts. We migrate display name and email address as the primary Contact fields. Tikit's Teams presence data and Entra ID-linked profile fields have no Intercom equivalent and are not migrated. Intercom counts all Contacts regardless of license tier, so the post-migration contact volume should be reviewed against the Intercom plan's included contact allowance.

Tikit's multi-department configuration controls ticket routing, portal visibility, and SLA assignments. Each Tikit Department maps to a dedicated Intercom Inbox. We create the Intercom inboxes during pre-migration setup, then map Tikit department queues to the corresponding Intercom inbox IDs during ticket import. SLA assignments per department are documented as Intercom SLA configuration steps for the customer's admin to apply post-migration.

Tikit KB articles (title, body content, publish status) map to Intercom Help Center Articles. We preserve the article body as HTML, migrate inline images as re-uploaded assets in Intercom's image hosting, and map Tikit article categories to Intercom Collections and Sections. Publish status migrates as draft or published. Tikit articles with embedded attachments from external URLs (SharePoint, OneDrive) are preserved as URL references; we document any broken link risk during the pre-migration audit.

Tikit's article category hierarchy maps to Intercom's Collections (top-level) and Sections (nested) structure. A flat Tikit category tree maps to a flat Intercom Collection/Section structure without transformation. If Tikit uses a multi-level category hierarchy, we map the top two levels to Collection and Section respectively.

Tikit SLA definitions tied to ticket priority and department are migrated as documented configuration data. Intercom's SLA feature is available on the Advanced and Expert plans. We map Tikit SLA metric names (First Response Time, Next Response Time, Resolution Time) to Intercom's SLA milestones. Note that Intercom SLA targets are set per inbox and per priority, not per department as in Tikit; the customer reviews and approves the mapping during scoping.

Ticket and KB article file attachments stored within Tikit's managed storage are migrated as Intercom attachments on the corresponding Conversation or Article. Attachments linked via external URLs (SharePoint, OneDrive) are preserved as URL references. Total attachment volume and average file size are captured during scoping; large attachment counts may extend migration timeline due to API write batching.

Tikit ticket and article tags migrate to Intercom Tags. Tags are stored as a flat label system in both platforms. We export tag names and apply them to migrated tickets and articles. If Tikit uses hierarchical tag categories, we flatten them into a comma-separated tag string on the Intercom record.

Tikit asset records (device name, type, assigned user, relationship data) map to an Intercom Custom Object named Asset. We export asset name, type, and assigned user as Custom Object attributes. Deep Tikit-Intune device property linkages (serial number, enrollment status, compliance policy) are exported as custom attributes but require the customer's admin to manually re-link to any Intune-based data connector post-migration, as Intercom's Fin data connectors do not natively support Intune integration.