Migrate from Atomicwork to Intercom

Atomicwork Requests map to Intercom Conversations. We resolve the status, priority, category, requester, and assignee across. Atomicwork's AI-resolved versus human-resolved flag becomes an Intercom conversation state note. Requests are created before assignee and user mapping so that Conversation-teammate links resolve at import time. Atomicwork's SLA timestamp fields migrate to Intercom conversation SLA attributes if the destination workspace has SLA configuration enabled.

Atomicwork conversation threads (comments, internal notes, agent replies, requester replies, system notes) attached to a Request migrate as Intercom Part records within the corresponding Conversation. Each Part preserves its author (agent or contact), timestamp, and body content. Attachments migrate as Intercom Attachment references pointing to the original URL; the customer must re-host any critical attachments in Intercom's file store post-migration.

Atomicwork Users who are employee requesters migrate to Intercom Contacts with name, email, and department preserved. Active versus inactive status maps to Intercom's Contact active flag. If Atomicwork stores phone numbers on Users, we validate and clean these before import; the migration service disables Intercom phone validation during the load run to prevent records with non-standard formats from being rejected.

Atomicwork Users with agent roles migrate to Intercom Teammates. Name, email, and role map across. Intercom's team inbox assignment is configured post-migration; the customer maps agents to Inboxes based on the Atomicwork workspace and category structure. Agents without a matching Intercom admin account are held in a reconciliation queue.

Atomicwork CI records with name, type, owner, location, and relationship to Requests migrate to Intercom Products. This is a context shift: Atomicwork's CMDB Asset is not a product catalogue item, but Intercom has no CI object. We map Assets to Products so that support teams can reference product information in customer conversations, and we flag in the migration report that no CMDB equivalent exists in Intercom. Asset Discovery scan records are not API-exportable and require a manual CSV export from Atomicwork before migration scope begins.

Atomicwork KB articles (title, body, category, status, tags) migrate to Intercom Articles. Tag relationships and category assignments require field-level mapping because Intercom uses a flat article collection with optional Collections grouping. Articles must be reformatted for Intercom's editor; markdown and rich-text body content is preserved but layout-specific elements are flagged for manual review.

Atomicwork intake forms with field definitions migrate as Intercom Conversation Attributes. Conditional branching, required-field rules, and form logic are not exposed via Atomicwork API and cannot be transferred automatically. We export form field labels and map them to equivalent Intercom attribute types. The customer rebuilds conditional logic in Intercom's Attribute configuration post-migration.

Atomicwork tags applied to Requests and Articles migrate as Intercom Tags. We export the tag list as a flat collection and import into the destination workspace's tag registry. Tag-to-article associations map to Intercom's Article tagging feature.

Atomicwork workspaces are top-level organisational containers. Intercom uses Inboxes as the routing entity. We map each Atomicwork workspace to one or more Intercom Inboxes based on the workspace's category coverage and the customer's inbox design. Multi-workspace accounts are scoped individually; the customer confirms inbox structure during discovery before any import begins.

Atomicwork Change records (RFC, CAB approval chain, risk level, linked Requests) have no Intercom equivalent. Intercom does not have a Change management object or approval routing feature. We document the complete Change inventory during discovery as a written gap note. Customers needing post-migration CAB tracking must evaluate a separate ITSM tool or a custom Intercom workflow rebuild with Operator rules.