Migrate from Vision Helpdesk to Intercom

Vision Helpdesk Clients (end users and staff) map directly to Intercom Contacts. Client email becomes Contact email, Client name maps to Contact name, and any Client-level custom fields map to Contact custom attributes. Client role and domain association (from multi-company tenancy) are preserved as custom attributes or segment criteria in Intercom. We resolve Client uniqueness by email as the dedupe key during import.

Vision Helpdesk Organizations (client companies linked to Clients) map to Intercom Companies. Organization name becomes Company name, and domain association becomes Company domain. Multi-company configurations in Vision Helpdesk map directly to separate Intercom Companies with distinct Contact associations. We create Companies before Contacts so that the Contact-Company link is satisfied at import time.

Vision Helpdesk Incidents map to Intercom Conversations. Incident priority maps to Conversation priority (if configured) or a custom attribute. Incident status (Open, Pending, Resolved, Closed) maps to Intercom conversation state values. We apply the customer's private-comment handling policy during this mapping: staff-only comments become Internal Notes on the Conversation, and client-visible replies become Conversation parts in the customer-facing thread.

Vision Helpdesk priority levels (Low, Medium, High, Urgent) map to Intercom conversation priority values. If the customer has configured custom priority tiers in Vision Helpdesk, we map each to a corresponding Intercom priority attribute and preserve the original Vision Helpdesk priority label in a custom field for audit.

Vision Helpdesk private comments (staff-only notes) have no direct equivalent in Intercom's standard conversation model. We surface this decision during scoping: options are (a) promote all private comments to Intercom Internal Notes, (b) merge them into the conversation thread as admin-visible parts, or (c) exclude them from migration. We apply the chosen policy consistently across all Incident records before import.

Vision Helpdesk Solutions (knowledge base articles) require restructuring to Intercom's three-level Help Center hierarchy. We map Vision Helpdesk Solutions categories to Intercom Collections, sub-categories to Sections, and individual articles to Articles. Article body, attachments, and internal/external links migrate directly. We flag any Vision Helpdesk Solutions that do not fit a three-level structure and work with the customer to assign a default section during scoping.

Vision Helpdesk Staff Agents map to Intercom Admins. We resolve by email match against the destination Intercom workspace. Vision Helpdesk role assignments (Agent, Supervisor, Admin) map to Intercom permission groups. Any Vision Helpdesk staff without a matching Intercom Admin goes to a reconciliation queue for the customer to provision before record migration resumes.

Vision Helpdesk custom fields (text, textarea, checkbox, radio, select, multi-select, datetime, note) on Incidents, Clients, and Organizations map to Intercom custom attributes on the corresponding object (Conversation, Contact, Company). We pre-create all Intercom custom attributes with matching types before data import so that dropdown options and field validation are in place. Multi-select fields in Vision Helpdesk map to Intercom list custom attributes.

Vision Helpdesk ticket labels, tags, and flags (stored as comma-separated or multi-value fields) normalize to Intercom Tags. We map each distinct Vision Helpdesk label to an Intercom Tag and apply tags to the corresponding Conversation or Contact during import. Tag count and naming conventions are preserved as a mapping reference document.

Vision Helpdesk Contract Management records (available in Pro Service Desk and Enterprise Service Desk tiers) map to Intercom Custom Objects. We pre-create a Contract custom object schema in Intercom before migration, including all contract fields and any lookup relationships to Contacts or Companies. Contract terms, linked clients, and expiry dates migrate as structured attributes.

Vision Helpdesk Asset Management and CMDB records (PINKVerify Certified, available in Pro Service Desk and Enterprise Service Desk tiers) map to Intercom Custom Objects. We create an Asset custom object schema matching the Vision Helpdesk asset fields (configuration item, serial number, linked organization, maintenance status) and preserve the configuration item relationships as Intercom custom object associations.

Vision Helpdesk Change Management records (scope, impact, risk analysis, Requester, Implementer, Tester, Approver roles) map to Intercom Custom Objects. We create a Change Request custom object schema pre-migration with all ITIL-change fields and link it to the relevant Contact or Company records. Change request status and approval workflow are preserved as attribute values rather than native workflow.