Migrate from Vision Satellite Help Desk to Intercom

Vision Helpdesk Clients map to Intercom Contacts. Each Client record carries name, email, phone, and an optional Organization linkage. We resolve the email address as the dedupe key and import each Client as a Contact. The client-to-Organization linkage maps to the Contact-to-Company relationship in Intercom. Vision custom fields on Client records migrate to Intercom custom contact attributes, provided field types match (text-to-text, numeric-to-number, select-to-select).

Vision Helpdesk Organizations map to Intercom Companies. The org name becomes the Company name, and domain information from Vision maps to the Company website field. Vision's Organization-to-Client linkage becomes Intercom's Company-to-Contact relationship, which we establish by resolving the Company record ID before the Contact import phase begins. Multi-location satellite organizations from Vision Satellite Help Desk are imported as separate Company records rather than a hierarchical structure, with location metadata preserved in a custom field.

Vision Helpdesk Staff Agents map to Intercom Admins and Agents. Vision role names (Agent, Supervisor, Admin) are normalized and mapped to Intercom's role model. A custom attribute stores the original Vision role for audit. Vision Helpdesk on-premises and SaaS instances may use different role naming conventions; we normalize during extraction. Intercom's API does not support bulk agent creation, so agents must be manually provisioned in Intercom before migration begins. We provide a pre-migration agent roster with the required role assignments.

Vision Helpdesk Tickets map to Intercom Conversations. The Vision ticket subject becomes the Conversation subject, and the ticket status (Open, Pending, Resolved, Closed) maps to Intercom's Open, Snoozed, Closed conversation state. Vision's private staff comments become Intercom internal notes (note: true), and customer-visible replies become standard conversation parts. We preserve created_at and updated_at timestamps on the conversation and individual parts. Multi-agent ticket assignments are handled separately; see the split mapping for Assignee.

Vision Helpdesk stores multi-agent ticket assignments as a comma-separated list in a single field. We split this into a primary Intercom conversation assignee (the first agent in the list) and store additional assignees as a custom contact attribute (multi-select text) on the primary contact, or as Team membership if the destination supports it. Teams migrating from Vision Satellite Help Desk's shared ticket pool model use this split to preserve visibility of all assigned agents without duplicating conversation records.

Vision Helpdesk Labels and Tags map to Intercom Tags directly. Vision Flags (a platform-specific boolean taxonomy with values like Escalated, VIP, Billing) have no direct Intercom equivalent and are migrated as custom boolean or select fields on the Contact or Conversation object. We confirm the field type with the customer during scoping and create the corresponding attributes in Intercom before migration. Multi-select Labels are split into individual Tag records per Vision entry.

Vision Helpdesk custom fields on Tickets and Clients export as additional columns in the CSV. We perform field-type validation against Intercom's attribute model before migration: text fields map to text attributes, numeric to number attributes, date fields to date attributes, and select/multi-select to corresponding Intercom select and multi-select types. A field type mismatch (e.g., a Vision numeric field pointing to an Intercom text field) is flagged during scoping and corrected before import. The total custom attribute count per object is validated against Intercom's workspace limits.

Vision Helpdesk KB articles with their Category and Folder hierarchy map to Intercom Collections, Sections, and Articles. Vision's Category maps to Collection, Folder maps to Section, and Article maps directly. We preserve article body, author, status (published/draft), and tags. Articles without a parent Section (a flat Collection-to-Article structure) are imported under a default section created by the migration tool and require post-migration reorganization. Internal links between KB articles point to the source system and must be audited and updated manually after migration.

Ticket attachments are extracted from Vision Helpdesk exports, re-uploaded to Intercom via the attachment API, and relinked to the corresponding conversation records. Intercom enforces a 10MB per-file attachment limit. Files exceeding this limit are flagged during scoping and either skipped with a written inventory provided, or split if feasible. We preserve the original file name and attach it to the correct conversation part.

Vision Helpdesk Pro tier and above supports approval workflows with approver assignments and approval status tracking. Intercom does not have a native approval object or workflow. Approval records are excluded from migration scope. We deliver a written inventory of every active Vision Helpdesk approval workflow with its requester, approver, trigger conditions, and status, so the customer's admin can recreate equivalent approval logic in Intercom using manual processes or a third-party integration.