Migrate from Issuetrak to Intercom

Issuetrak Issues map directly to Intercom Conversations. Subject maps to Conversation title. Description and full Issue text map to the initial Conversation Part as a user comment. Assigned To resolves to an Intercom Admin or Team via email match. Priority (Low, Normal, High, Urgent) maps to a custom attribute issuetrak_priority__c. The two-level Status and Substatus from Issuetrak (e.g., Open_Pending, Open_In Progress, Closed_Resolved) concatenates into a single issuetrak_status_substatus__c attribute for audit and reporting, since Intercom uses a single-level Open/Closed/Snoozed state model.

Issuetrak Issue Classes (e.g., Bug, Feature Request, Access Request) map to Intercom Tags applied to the Conversation. Tags are created during migration if they do not already exist in the destination workspace. The customer chooses whether Classes with more than three levels of hierarchy flatten into a single tag or split into a parent_tag/sub_tag convention. Class assignment is preserved as a tag for dashboard filtering and reporting in Intercom.

Issuetrak UDFs of type list (single-select) map to Intercom custom attributes of list type. The field label from Issuetrak becomes the custom attribute name in Intercom. We pre-create the custom attribute in Intercom with the same list options extracted from Issuetrak's UDF metadata before migration. The mapping is applied at the Conversation level via Conversation custom attributes.

Issuetrak multi-list UDFs store values as comma-delimited strings in the API response, for example 'Tier1,Tier2,VIP'. We parse these into array format and create an Intercom custom attribute with allow_multiple: true. If the destination Intercom workspace does not have multi-select list attributes enabled, we store the comma-delimited string as a text custom attribute and note the limitation for the customer. Multi-select list attribute support depends on the Intercom plan.

Issuetrak UDFs of type text, large text, number, and date map directly to Intercom custom attributes of the corresponding type. Date UDFs migrate as ISO 8601 formatted strings or as Intercom date attributes. Number UDFs migrate as numeric custom attributes. We query Issuetrak's UDF metadata endpoint and UDF values endpoint separately and join them in the migration workspace to ensure both definitions and values are present before mapping.

Issuetrak Task Groups associated with Issues via Task-Associated UDFs contain pre-defined tasks. We export the Task Group contents as standalone tasks linked to the Conversation. Intercom does not have a native Task Group equivalent, so tasks are created as individual checklist items or as follow-up tasks attached to the Conversation. The UDF trigger that automatically appends a Task Group on a specific list value selection does not transfer; we document the trigger logic for the customer's admin to reconfigure as an Intercom Workflow.

Issuetrak Solutions (text templates used to respond to or close Issues) map to Intercom Articles in the Help Center. The solution title becomes the article title. Solution body content migrates as article content, though Issuetrak's rich-text format may require reformatting to match Intercom's article editor. Category structure from Issuetrak maps to Intercom Article Collections. Solutions without a linked Category become uncategorized articles in a default collection.

Issuetrak Knowledge Base articles with embedded images and rich text migrate to Intercom Help Center articles. We export the full HTML content, preserve embedded image URLs, and map the category assignment to an Intercom Article Collection. HTML content is sanitized and adapted to Intercom's article editor format. Article publishing state (Draft vs. Published) maps from Issuetrak's article status. Attachments on Knowledge Base articles migrate as file attachments on the corresponding Intercom Article.

Issuetrak Global Issues link multiple related Issues together for collective management. We export the linkage table and parent-child relationships. In Intercom, we preserve the linkage by adding an internal note on each Conversation referencing the parent Global Issue identifier, or by linking conversations through a custom attribute global_issue_id__c so the grouping is queryable. This approach surfaces the relationship for admin visibility without a native linking object in Intercom.

Issuetrak survey responses export from the reporting interface as CSV with filter logic applied by default. We request unfiltered exports during scoping to prevent silent row drops. Responses map to Intercom custom attributes on the Contact record, or to a linked note if the number of response fields exceeds Intercom's custom attribute limit. Survey questions and answer options are preserved in a survey_response_metadata__c text attribute for reference. The customer decides during scoping whether responses attach to the original Conversation, the submitting Contact, or both.

Attachments on Issuetrak Issues are stored as binary files and associated with the correct parent Conversation during migration. Filenames and file types are preserved. We upload files to Intercom via the Conversation Part API, attaching them to the relevant Conversation as admin-uploaded parts. Large file attachments (>20MB) may require chunked upload handling depending on Intercom's current file size limits.