Migrate from IT Care Center to Intercom

IT Care Center Tickets (Incident, Service Request) map directly to Intercom Conversations. Each IT Care Center ticket activity entry (portal message, email, BOT, Slack, WhatsApp, MS Teams) maps to a part within the Intercom conversation, with the channel source preserved as a custom attribute itcc_channel_source. We consolidate multi-channel message threads into a single chronological conversation so that agents see the full context without switching views. Ticket status (Open, In Progress, Resolved, Closed) maps to Intercom's Open, Snoozed, and Closed states.

IT Care Center End-User accounts map to Intercom Contacts. We use email address as the dedupe key. User display name maps to Intercom's name attribute, and any custom user fields on IT Care Center migrate as custom attributes on the Contact. Agent accounts (IT Care Center staff with agent-level access) map to Intercom Admins or Agents depending on their permission level in IT Care Center.

IT Care Center Knowledge Management articles migrate to Intercom Help Center Articles within Collections. Article body content migrates as HTML or markdown depending on the source format. We flag any articles linked to retired IT Care Center services during scoping and present them as a separate inventory item for the customer to review and re-link post-migration. Articles with step-by-step troubleshooting content are the highest priority for migration because they directly power Fin AI resolution in Intercom.

Intercom does not have a native Change Management module. We pre-create a Change Request custom object in Intercom during schema setup with fields for change_id, change_type (Normal, Standard, Emergency), risk_level, approval_status, implementation_date, and linked_ticket_ids. IT Care Center Change records with linked tickets resolve the ticket-to-conversation IDs at migration time and populate the linked_ticket_ids field as a custom attribute on the custom object record. Change Advisory Board approval records and approval chain history migrate as notes attached to the Change Request custom object.

Problem Management records have no native Intercom equivalent. We create a Problem Record custom object with fields for problem_id, root_cause, resolution_summary, linked_incident_ids, and status. Each Problem record links to the migrated IT Care Center Tickets representing the incidents it groups. If the customer has a small number of Problem records, we offer a CSV archive alternative where the linking relationship is preserved in a structured format for manual reference in Intercom.

IT Care Center Asset Management records (hardware, software, licences, configuration items) map to a custom IT Asset object in Intercom. Fields include asset_id, asset_type, serial_number, assigned_user (lookup to Contact), status, and linked_ticket_ids. We note that IT Care Center custom fields on Assets vary by organisation configuration; we map each identified custom field during scoping to a corresponding custom attribute on the Intercom custom object before migration.

IT Care Center Project Management module records map to a custom Project object in Intercom with fields for project_id, project_name, status, assigned_contact, and linked_conversation_ids. Project-task relationships migrate as Task records linked to the Project. If project data volume is low, we present the option of exporting to a structured CSV with the Intercom project IDs preserved for reference rather than configuring custom objects.

IT Care Center tags applied to tickets migrate as Intercom Tags. Tagging conventions vary by organisation; we preserve tag names during migration but note that Intercom Tags are flat labels (not hierarchical) and may require deduplication post-migration if IT Care Center used nested or hierarchical tag structures.

IT Care Center agent teams and group assignments map to Intercom Teams. Team membership determines routing rules in Intercom's Workflow Builder post-migration. We deliver a team mapping document listing each IT Care Center group and its recommended Intercom Team equivalent.

File attachments on tickets, knowledge articles, and change records migrate as Intercom content attachments on the relevant conversation or article. We handle attachment extraction from IT Care Center during the export phase and upload to Intercom via the conversation attachment API. Large binary attachments (screen recordings, diagnostics files) are chunked to stay within API payload limits.