Migrate from Atera to Intercom

Atera Tickets map to Intercom Conversations. The Atera ticket subject becomes the Conversation title, ticket status (Open, Pending, Resolved, Closed) maps to Intercom's open, closed, or snoozed state, and priority maps to a custom conversation priority attribute. The original Atera ticket number is preserved as an external_id attribute for audit traceability. Atera's internal notes and public replies both become Intercom Part and Note parts respectively; the distinction is preserved so that internal technician context does not surface to customers.

Atera Customer records (representing the MSP client or internal IT organisation) map to Intercom Companies. Company name, domain, and billing address migrate directly. Custom fields on Atera Customers pre-create as Intercom Custom Attributes on the Company object before migration; if custom attributes are not created first, the import fails silently on those fields. We detect the full custom field schema during discovery and generate the attribute creation batch before any data loads.

Atera Contact records (name, email, phone, role, associated Customer) map directly to Intercom Contacts. The Contact-to-Customer association preserves as a link to the corresponding Intercom Company. Email address is the required dedupe key; contacts without an email address require manual handling or creation as Intercom Leads rather than Contacts. Role and department fields migrate as custom attributes if the Atera schema includes them.

Atera Agents map to Intercom Teammates. The mapping uses email address as the resolution key. If the destination Intercom workspace has fewer Teammate seats than Atera technician licenses, we coordinate with the customer admin to provision additional seats before migration or hold excess technician rows in a reconciliation queue. Any Atera technician marked as inactive in Atera maps to an inactive Intercom Teammate to preserve historical assignment context.

Atera contract records (hourly, fixed-term, retainer, project-based) have no direct Intercom equivalent. Contract type, rate, billing period, and SLA tier migrate as custom attributes on the corresponding Intercom Company. The customer chooses whether to consolidate contract data into Company attributes or maintain it as a separate documented record outside Intercom. We flag contract migration decisions during scoping and apply the chosen strategy consistently across all records.

Atera SLA Policies define response time and resolution time thresholds by priority level. Intercom's SLA configuration is a separate settings object applied to Inboxes rather than a record-level attribute. We map Atera SLA names and priority-tier thresholds to Intercom SLA达标 definitions and note that the customer admin must apply the resulting SLA to the relevant Inbox in Intercom settings after migration. SLA assignment is configuration, not data migration.

Atera custom fields on Tickets, Customers, Contacts, and Agents pre-create as Intercom Custom Attributes before any data import. The Atera custom field type (text, dropdown, checkbox, date, number) determines the Intercom attribute type. Multi-select dropdowns in Atera map to Intercom String list attributes. Required-field enforcement in Intercom must be disabled during the migration window or all records with unfilled optional Atera fields will reject on import.

Atera KB articles (title, body text, category assignment, attachment links) migrate to Intercom Help Center articles within collections. HTML content in Atera articles requires sanitisation before import because Intercom's article editor may render raw HTML differently. We strip problematic inline scripts and iframes during the transform phase while preserving formatted text, tables, and images. Attachment links migrate as URLs pointing to the original Atera-hosted location; if Atera access is revoked post-migration, those links break and should be migrated to a separate document store.

Tags on Atera Tickets and Customers are simple string values that map directly to Intercom Tags. We apply tags to the corresponding destination records at import time. Intercom Tags are workspace-wide and can be applied to contacts, companies, and conversations, matching Atera's tagging model.

Billable time logged against Atera tickets (hours, rate, total) has no native Intercom equivalent. We map billable hours to a custom numeric attribute on the conversation or company record, but this is informational only. If the customer uses Atera's billing for client invoicing, that function must move to a separate accounting or invoicing tool post-migration. Retainer entries require separate mapping against the new billing system and are documented in the handoff inventory.