Migrate from Vorex to Intercom

Vorex Tickets map to Intercom Conversations. We preserve ticket status (open, pending, resolved, closed) as Intercom conversation state; priority as a custom attribute on the conversation; assigned technician as the Intercom assignee; requester contact as the conversation contact; and all timestamps (created_at, updated_at) as the conversation timestamps. Ticket comments map as conversation parts in chronological order. Any QuickBooks sync flags on ticket line items are stripped. Vortex custom fields on tickets migrate to Intercom custom attributes on the conversation contact.

Vorex Client records map to Intercom Contacts. Name, email, phone, and address fields migrate directly. The account manager assignment from Vorex becomes a custom attribute (vorex_account_manager) on the Intercom Contact. We deduplicate by email address using Intercom's contact merge API if duplicates are detected. Company records from Vorex can be merged into the Contact's company field or kept as separate Intercom companies depending on the customer's preference during scoping.

Vorex Company records map to Intercom Companies. Business name, industry, size, and primary contact link transfer directly. Companies are imported before Contacts so that the company relationship is established at the time of contact creation. If the customer elected to merge Clients and Companies during scoping, we collapse them into a single Intercom Contact with a populated company field.

Vorex Projects have no Intercom equivalent. Intercom is a messaging and conversational support platform — it does not include project management, task boards, Gantt charts, or project financials. We export all Projects as a structured CSV with all fields (name, description, dates, status, associated client, billing rate, milestone count) and deliver a written handoff document that maps each Vorex project to a recommended Intercom Outbound campaign or saved reply grouping so the customer's admin can recreate context manually. Project dates are re-profiled before export because Vorex date functionality is documented as unreliable.

Vorex Time Entries with billable flags, labor rates, owner assignments, and associated project/ticket references have no Intercom equivalent. Intercom's data model does not support time tracking or billing. We export Time Entries as a structured CSV with columns for date, duration, billable flag, labor rate, owner, project reference, and ticket reference. The customer uses this for billing reconciliation in their accounting tool or as a reference for rebuilding time-entry context in a connected PSA if needed.

Vorex Expense records with expense type, amount, date, receipt reference, and owner have no Intercom equivalent. We export as a structured CSV including the expense category as a text field. Any expense entries linked to inactive Vorex employees are flagged in a separate reconciliation sheet. Receipt attachment URLs are extracted and logged separately for the customer to re-associate in their document management system.

Vorex Invoices carry line items, tax codes, and QuickBooks-specific sync flags that do not map to any Intercom object. We strip all QuickBooks metadata during transformation (QB sync error flags, GL account references, external QB invoice IDs) and export clean invoice headers and line items as CSV. If the customer is leaving the QuickBooks integration entirely, we flag all QB-linked invoices for manual reconciliation post-migration. Intercom does not have an invoicing or billing object.

Vorex Users and Technicians map to Intercom Team Members. Role, email, active/inactive status, and team assignment transfer directly. We resolve by email match against the Intercom workspace. Any inactive Vorex user is mapped to an inactive Intercom team member at customer request; otherwise they are excluded from the active migration set. Team assignment maps to Intercom's Inbox team structure.

Ticket and project attachment URLs are extracted from the Vorex V2 API and re-fetched if the destination Intercom workspace supports file upload via the content files API. Attachments that cannot be re-fetched (expired URLs, access-restricted files) are logged with their original Vorex URL for manual retrieval. We do not stream attachments directly from the Vorex API — we use URL-based re-fetch into Intercom's content file store.

Vorex custom fields on tickets and clients are exposed inconsistently by the V2 API — some tenants show them as flat key-value pairs, others nest them under a custom_properties object. We normalize both formats during extraction and map them to Intercom custom attributes on the relevant Contact or Conversation. For complex multi-value custom fields that do not fit the custom attribute data model, we export as a separate lookup CSV and document the mapping for the customer's admin.