Migrate from ITarian Helpdesk to Intercom

ITarian Tickets map to Intercom Conversations. The ITarian ticket subject becomes the Conversation title, the ticket description becomes the initial customer message, and ticket status (Open, Pending, Resolved, Closed) maps to Intercom's conversation state (open, resolved, snoozed). We preserve the original ITarian ticket ID in a custom conversation attribute itarian_ticket_id__c for audit traceability. Ticket priority from ITarian maps to a custom attribute priority__c on the conversation since Intercom's default model does not include a native priority field.

ITarian ticket comments (agent replies, internal notes, status-change notes) map to Intercom Conversation Parts. We distinguish between customer-initiated parts and admin/agent parts using the part type. Internal notes in ITarian that are flagged as private map to Intercom internal notes, which are visible only to teammates and not sent to the end customer.

ITarian Customer records (email, name, phone, company association) map to Intercom Contacts. The ITarian customer email is the primary identifier and dedupe key. ITarian does not natively store a contact avatar; we skip this. The ITarian customer created_at timestamp migrates as a custom attribute itarian_created_at__c on the Intercom Contact.

ITarian Agent profiles (name, email, role: Admin/Technician/Viewer) map to Intercom Team Members. We match by email against the destination Intercom workspace's user list. Any ITarian Agent without a matching Intercom user goes to a reconciliation queue for the customer's admin to provision before record import. ITarian role tiers (Admin, Technician, Viewer) map to Intercom's admin and agent permission levels.

ITarian Teams group agents for ticket routing. We map team names directly to Intercom Teams and configure Inbox-to-Team assignment during migration. If ITarian used team-based SLA policies, we note the SLA-to-Team association for manual recreation in Intercom Inbox settings.

ITarian SLA Policies define response and resolution time targets by priority. Intercom SLA configuration is per-inbox and per-team. We export the SLA Policy definitions (first-response target hours, resolution target hours, priority association) as a written configuration guide for the customer's Intercom admin. SLA breach flags from ITarian tickets migrate as custom conversation attributes with timestamps for post-migration audit but do not become live SLA monitors in Intercom.

ITarian custom ticket fields require discovery sampling before mapping. We extract a sample of 50-100 ITarian tickets during the discovery phase, infer field names and data types from the response payload, then create matching Intercom Custom Attributes (on contacts or conversations depending on field scope) before migration. Any unsupported Intercom attribute data types are flagged with a recommended workaround.

ITarian Workflows are ticket-triggered automation definitions that do not migrate as code to Intercom. We export the workflow definitions (trigger conditions, actions, delay rules) as a written inventory with Intercom Workflow equivalent recommendations. The customer's admin rebuilds these in Intercom's no-code Workflow builder (available from Advanced tier). This is a documentation deliverable, not a migration action.

ITarian KB Articles (title, body content, category) map to Intercom Articles. We export article content and category structure. HTML formatting from ITarian KB body migrates as structured HTML in Intercom Articles, with manual formatting review recommended after migration because Intercom's article renderer handles HTML differently than ITarian's.

ITarian Assets (endpoint and device records linked to tickets) have no direct Intercom equivalent. Intercom is a customer messaging platform, not an ITSM or RMM tool. We export the asset-to-ticket linkage as a custom attribute asset_id__c on the Intercom Conversation for reference, but standalone Asset records do not migrate. We flag this gap in the migration scope document.