Migrate from UVdesk to Intercom

UVdesk Tickets map to Intercom Conversations. Ticket status (Open, Pending, Resolved, Closed) maps to Intercom Conversation state (open, resolved, closed). The ticket subject becomes the conversation title, the initial customer message becomes the first part, and agent replies become subsequent parts from the admin or teammate. We preserve created_at and updated_at timestamps. UVdesk priority (Low, Medium, High, Urgent) maps to a custom conversation attribute as Intercom does not have a native priority field on conversations.

UVdesk Customers (end-users who submit tickets) map to Intercom Contacts. We map email address as the primary identifier, name fields as first_name and last_name, and company link (if present) to the Contact's company attribute. The UVdesk customer ID is preserved in a custom attribute uvdesk_customer_id__c for audit and reconciliation. Phone numbers migrate as the Contact phone field; we advise disabling Intercom phone number validation in workspace settings before migration to prevent invalid number rejections.

UVdesk Agents (support staff) map to Intercom Teammates. We map the agent email as the login, agent role (Admin, Manager, Agent) to Intercom Teammate permissions. UVdesk Admin and Manager roles map to Intercom Admin access; Agent maps to Agent access. Agent status (active/inactive) transfers to the Teammate active flag. UVdesk agents without corresponding Intercom invitations are held in a reconciliation queue for the customer's admin to provision before conversation import begins.

UVdesk Groups (agent containers that route tickets) map to Intercom Teams. Group name and description migrate to the Intercom Team name. Group membership (which agents belong to which groups) transfers to Intercom Team membership. UVdesk Groups that contain Subgroups are flattened; Intercom Teams do not support nested team hierarchies, so all agents roll up directly to their primary team.

UVdesk Teams bundle specific agents for targeted workload distribution and differ from Groups in their staffing logic. We map UVdesk Team membership as additional team assignment on the Intercom Teammate record. If a UVdesk agent belongs to multiple Teams, the Intercom Teammate receives multiple team assignments. UVdesk Teams without a Group parent are created as standalone Intercom Teams.

UVdesk Saved Replies (templated response texts for agents) contain content and optional category grouping. We extract all Saved Reply content and export it as a structured JSON inventory with category labels. Intercom does not have a Saved Replies equivalent at the conversation level; agents use Snippets and Custom Bots for templated responses instead. We deliver the Saved Replies inventory as a written document so the customer's admin can create equivalent Snippets in Intercom. Usage statistics and per-agent saved-reply associations do not transfer.

UVdesk Knowledgebase Articles, Categories, and Folders migrate to Intercom Articles organized in Collections. This mapping applies only to UVdesk SaaS sources; Open Source edition customers do not have Knowledgebase data to migrate. We map article title, body content (with HTML preserved where supported), and author. Article display order from UVdesk is unreliable due to the documented ordering bug; we recommend the customer reviews and reapplies article ordering post-migration in Intercom's drag-and-drop collection editor. Draft vs published status transfers to Article visibility settings.

UVdesk Mailboxes define the email inboxes that feed tickets into the platform. We map mailbox email addresses to Intercom Inbox email addresses. For each UVdesk mailbox, we create a corresponding Intercom Inbox configured with that email address as the from address for outbound replies. Mailbox forwarding rules and IMAP credentials do not migrate; these must be reconfigured in Intercom's inbox settings post-migration.

UVdesk custom ticket fields (text, dropdown, checkbox, date) map to Intercom Custom Data Attributes on Contacts and Conversations. Dropdown value lists from UVdesk migrate as Intercom Select options. Checkbox fields migrate as Boolean attributes. Date fields migrate as Date attributes. We pre-create all custom data attributes in Intercom before conversation import begins so that attribute values map correctly at insert time. The Intercom API requires custom attributes to exist before conversation records are created.

UVdesk Tags on tickets migrate to Intercom Tags on Conversations. Tag strings transfer directly. UVdesk ticket tags that represent categorization metadata (e.g., billing, technical, onboarding) map to Intercom Conversation Tags which can be used for filtering and reporting. Tags without a UVdesk category grouping are created as flat tag strings in Intercom.

Ticket and reply attachments stored on UVdesk's file system or cloud storage are re-hosted to Intercom's file storage. Each attachment is uploaded to Intercom via the Files API and relinked to the corresponding Conversation Part. File names, sizes, and MIME types are preserved. Attachments are uploaded before their parent conversation parts to satisfy the Intercom attachment upload sequence.

UVdesk Notes on Customer records (visible on all customer tickets) migrate to Intercom Contact notes. The note content, author, and timestamp transfer to the Contact's activity timeline as a note entry. If the UVdesk note references a specific ticket, we link the Intercom note to the corresponding migrated Conversation for context.