Migrate from TOPdesk to Intercom

TOPdesk Calls map to Intercom Conversations with the channel set to the source communication type (email, chat, phone logged manually). Call status, priority, category, and subcategory transfer to custom conversation attributes. TOPdesk Call number becomes an external_id for reconciliation. Large Call exports from on-premise Virtual Appliance are chunked into time-windowed batches (90-day windows) to avoid the timeout threshold reported by customers running datasets above 5,000 records.

TOPdesk Person records map to Intercom Contacts. We resolve by email as the dedupe key. First name, last name, phone, department, branch, and location transfer to native Intercom contact attributes or custom attributes. Any TOPdesk Person without an email address is created as an Intercom Contact with a generated placeholder and flagged in the reconciliation report for admin review.

TOPdesk Operator records map to Intercom Teammates. We extract operator email, name, and role, and map to the Intercom teammate invite or existing account. Operators without an email are held in the reconciliation queue. Agent-level permissions (view-only, first-line, second-line) are noted for the customer admin to map to Intercom team roles post-migration.

TOPdesk Changes have no direct Intercom equivalent. We capture the change number, type (simple/extensive/rfc), current phase and status, authorization state, and target implementation date as custom conversation attributes on a linked Conversation record. For customers who need formal change tracking, we create a Change custom object in Intercom and link it to the Conversation via external_id. Activity templates on Changes migrate as notes on the conversation or as structured attributes rather than as executable templates.

Known Error Cards store a problem cause and workaround. We either create a KnownError custom object in Intercom linked to the related Call (as a resolution reference), or map the workaround to a Help Center Article linked to the resolved conversation. The customer chooses during scoping based on whether their support team wants structured known-error records or knowledge-base-style resolutions.

TOPdesk Asset hierarchy has no native Intercom equivalent. We offer two strategies during scoping. Strategy one creates an Asset custom object in Intercom with fields for type, manufacturer, model, serial number, status, and location. Strategy two maps hardware assets to Company records with custom attributes for IP address, hostname, and model, suitable for IT support teams that track devices per customer company. Parent-child asset links require recursive traversal of the TOPdesk asset API to reconstruct the full dependency tree before writing to the destination.

Configuration Management items from TOPdesk map to the same destination as Assets (see strategy above). CI fields including name, type, status, linked person, and linked location transfer to custom fields. The CI-to-asset linking relationship is preserved as a custom attribute or lookup field on the destination object.

Operations Management Series and Schemas are TOPdesk-specific process definitions with no Intercom equivalent. We extract the series name, schema structure, status (preparation/activated), and step definitions as structured metadata. This migrates as a Configuration or ProcessDefinition custom object in Intercom. The customer admin rebuilds the active workflow logic in Intercom Rules or a third-party workflow tool post-migration.

TOPdesk Knowledge Management items map to Intercom Help Center articles. Article title, body content, category, and visibility settings transfer. Article attachment files migrate as file attachments on the article. Note that TOPdesk's new Knowledge Base Explorer folder structure (May 2026 release) introduces a folder-based hierarchy that maps to Intercom article Collections.

TOPdesk Freely Definable Objects are organization-specific custom entities with their own field schemas. Each FD object type becomes a separate Intercom Custom Object with fields matching the source schema. We pre-create the Custom Object definition in Intercom via Settings > Data > Custom Objects before any records are written. Any lookup relationships between FD objects and standard objects (Calls, People, Assets) are preserved as custom relationship fields in the destination.

TOPdesk Reservations track equipment or room bookings with requester, asset, date range, and status. For organizations migrating to Intercom, reservations either become a Reservation custom object linked to the relevant asset record, or are noted as comments on the asset record. Availability conflict logic does not migrate; the customer admin sets up availability rules in Intercom or a connected booking tool post-migration.

Attachments linked to Calls, Changes, Assets, and Knowledge items migrate as Intercom attachments on the corresponding record. We extract filename, content type, size, and the binary where accessible via the TOPdesk API. Attachments larger than 10 MB are flagged in the scope for the customer admin to store in an external document management system and link by URL rather than inline upload.