Migrate from UseResponse to Intercom

UseResponse Tickets map to Intercom Conversations. Each Ticket's subject becomes the Conversation title, ticket status (open, pending, resolved, closed) maps to Conversation state (open, snoozed, closed), and priority maps to a custom Conversation priority attribute. Custom ticket fields are enumerated via the UseResponse API during discovery and mapped to Intercom custom attributes on the Conversation object, created before migration begins.

UseResponse Comments map to Intercom Conversation Message Parts. Author (agent or customer) maps to the Intercom message sender reference, body content migrates as plain text or preserved HTML based on the destination's rendering capabilities, and the original timestamp is preserved on the message. Internal agent notes from UseResponse map to Intercom internal message parts visible only to operators.

UseResponse Agents map to Intercom Admins (workspace operators) by email address match. The agent's role in UseResponse (admin vs. regular agent) determines whether they are provisioned as an Admin or Teammate in Intercom. Inactive agents in UseResponse are flagged for reconciliation — Intercom skips inactive users during migration and reassigns their conversations to a default placeholder user.

UseResponse Customers map to Intercom Contacts. Customer name, email, phone, company name, and lifecycle stage (if set) migrate as Contact standard attributes. Custom fields on the Customer object are enumerated and mapped to Intercom custom Contact attributes. UseResponse Customers without an email address require special handling — Intercom Contacts require at minimum an email or user_id.

UseResponse Topics (categories that group tickets and route to teams) map to Intercom Teams. Topic name and sort order map to Team name and position. If a Topic in UseResponse includes assignment rules (auto-assign to a specific team), we preserve those rules in a mapping document for the customer's admin to reconfigure in Intercom's Inbox Settings and assignment rules.

Attachments on UseResponse Tickets and Comments migrate as Intercom Files linked to the relevant Conversation. Original filenames are preserved. Inline images are handled separately from file attachments. Files exceeding Intercom's size limits are flagged for the customer to upload manually or store externally.

UseResponse Knowledge Base Articles map to Intercom Help Center Articles. Article title, body (HTML content), visibility (public or internal), and author information migrate. Articles with internal-only visibility are migrated as draft articles in Intercom and flagged for the customer to publish after review. HTML formatting is preserved; the customer validates rendering post-migration.

UseResponse KB Categories map to Intercom Collections. Category name, hierarchy (parent-child), and sort order migrate. Category-specific permissions in UseResponse may not transfer directly if the destination uses a different permission model — we flag these for manual configuration in Intercom's Help Center settings.

Tags applied to UseResponse Tickets and KB Articles migrate as Intercom Tags. Tag associations migrate as tag links on the relevant Conversation or Contact. UseResponse may have a flat tagging taxonomy while Intercom supports hierarchical tags; we consolidate or flatten as needed based on the customer's preference during scoping.

UseResponse custom ticket fields are account-specific and enumerated during the pre-migration discovery phase via the UseResponse API. Each custom field's data type (string, number, picklist, date, boolean) is mapped to the corresponding Intercom custom attribute type. Picklist options in UseResponse become multi-select or single-select attributes in Intercom. Custom attributes must be created in Intercom before the migration of any related records begins, per Intercom's API ordering requirement.

UseResponse Feedback Items (user-submitted ideas and votes) have no direct Intercom equivalent. We migrate feedback items as Intercom Conversations tagged with a specific label (e.g., 'feedback-item') and attach the original vote count, submitter, and status as custom attributes on the Conversation. This preserves the data for reference but does not replicate a functional feedback management system; the customer rebuilds a feedback workflow in Intercom manually post-migration.

UseResponse configurable ticket statuses (open, pending, resolved, closed, and any custom statuses) are mapped to Intercom Conversation states. The Intercom API supports open, snoozed, and closed states; any additional UseResponse statuses are recorded as custom Conversation attributes. Priority levels (low, medium, high, urgent) map to a custom Conversation priority attribute in Intercom.