Migrate from ConnectWise PSA to Intercom

ConnectWise Company records carry business name, address, website, phone, and territory. Migrates to Intercom Contact where the company name becomes a Contact attribute. Multi-location support in ConnectWise (site-level addresses) collapses to one primary address per Contact in Intercom; additional locations stored as custom text. Territory and type flags migrate as custom attributes.

ConnectWise Contact fields (first name, last name, email, phone, title, type) map directly to Intercom Contact fields. Multiple contact locations per record in ConnectWise (site-level) require consolidation: one location becomes the Intercom primary address; remaining locations stored as a custom text attribute listing site labels and addresses.

ConnectWise Service Tickets are the primary migration object. Summary becomes Conversation subject; ticket body becomes the opening comment; work notes append as internal comments. SLA terms, billable time summary, and priority level migrate as custom attributes. Original ticket ID stored as a custom attribute for traceability. Service board becomes Inbox team assignment. Status mapped to Intercom open/closed state.

ConnectWise Time Entries carry billable hours, hourly rate, work description, and the member who logged time. Since Intercom has no native time-tracking object, each time entry attached to a ticket becomes a custom attribute pair on the linked Conversation (hours, rate, description) plus an internal comment entry with the technician name and time summary. Time entry records themselves are not individually surfaced in Intercom's object model.

ConnectWise Configuration Items (devices, software, cloud assets) link to Companies and Contacts. Intercom has no native asset or CI management concept. We store CI type, serial number, and last-contact date as custom attributes on the associated Contact or Conversation. Full CI relationship graphs (parent-child, dependency chains) cannot be preserved — the most relevant CI summary attaches to the ticket-level conversation.

ConnectWise Service Boards organize tickets by team and routing rules. Each board maps to an Intercom Inbox Team so that ticket ownership and queue routing reflect the original structure. Subtypes and board-level priorities require custom attributes since Intercom teams have no native subtype concept. Board-level SLA configurations need separate custom field creation per conversation.

ConnectWise SLA Terms define breach time, business hours flag, and priority tier per service board. Intercom has no native SLA term object — only basic SLA rules per team. We create custom attributes on each Conversation: SLA_Tier__c, SLA_Breach_Time__c, and SLA_Business_Hours__c to preserve the original SLA context. SLA response-time performance tracking must be rebuilt using Intercom SLA Rules and reporting.

ConnectWise Projects link multiple tickets under a single project record with billing and milestone tracking. Intercom has no project concept. We store the project name and ID as a custom attribute on each linked Conversation. Project-level billing, milestones, and financial tracking cannot migrate — those must be managed in a project management tool post-migration.

ConnectWise Agreements (recurring service contracts, SLAs, and billing schedules) link to Companies and Contacts. Intercom has no native agreement object. Agreement type, start/end dates, and SLA tier migrate as custom Contact attributes. Recurring billing amounts and margin data have no Intercom equivalent — stored as custom text notes for reference only.

ConnectWise PSA supports extensive custom fields on tickets, contacts, and companies, plus custom tables for specialized MSP data. Intercom supports custom attributes on Contacts and Conversations, and Custom Objects for richer data. Each custom field is evaluated individually: text/date/number fields migrate directly as Intercom custom attributes; pick-list fields require value-by-value mapping; multi-select fields may collapse to comma-separated text depending on Intercom's attribute type support.

ConnectWise ticket attachments (documents, screenshots, exported logs) migrate as comment attachments in Intercom if they are accessible via URL from ConnectWise's hosted file storage. Files exceeding Intercom's attachment size limits (10MB) are noted and links are provided in the conversation comment. Inline images in ticket notes download and re-upload to Intercom's file hosting.

ConnectWise PSA internal record IDs, create timestamps, and last-modified timestamps are preserved as custom attributes on each Intercom record (Source_Ticket_ID__c, Original_Create_Date__c, Source_System__c). This supports field-level diff during validation, delta-run de-duplication, and reconciliation against ConnectWise PSA for audit purposes. Cross-field validation rules and record-level change tracking support compliance reporting and historical analysis requirements.