Migrate from ManageEngine ServiceDesk Plus to Intercom

ServiceDesk Plus Requests map to Intercom Conversations. The Request subject becomes the Conversation title, description maps to the initial message body, and status maps to Intercom's open/closed state. Priority from ServiceDesk Plus (Low/Medium/High/Critical) maps to a custom conversation attribute rather than a native Intercom field, since Intercom's SLA Add-on determines response timing. We create the conversation and post the initial message body via POST /conversations, then add the message thread via POST /conversations/{id}/reply. Requester email resolves to an existing or new Intercom Contact before the conversation is created.

ServiceDesk Plus Requesters map directly to Intercom Contacts using email as the dedupe key. We extract name, email, phone, department, and site via the REST API. The Contact's custom attributes carry the ServiceDesk Plus department and site values. Requester-to-request associations are preserved by linking each Conversation to its originating Contact. Intercom's Contact-to-Company linkage is used if the destination workspace has company records, which can be populated from ServiceDesk Plus Organizations if present.

ServiceDesk Plus three-level request taxonomy (Category > Subcategory > Item) has no direct Intercom equivalent. We flatten the hierarchy into a hyphenated tag string (e.g., 'Hardware-Laptop-Keyboard') and apply it to each migrated Conversation. During scoping the customer chooses whether to use a single flat tag space or a two-level parent-child tag structure. Tags are applied via POST /conversations/{id}/tags after the conversation is created.

ServiceDesk Plus technician groups (e.g., 'Network Team', 'Desktop Support', 'Application Support') map to Intercom Teams. We extract all technician groups from the Request.group or Request.level映射, create the corresponding Teams in Intercom via POST /teams, and assign the Conversation to the correct Team inbox during migration. If a Request has no assigned group, the Conversation defaults to the Default Team.

ServiceDesk Plus technicians who are assigned to requests map to Intercom Admins by email match. We extract technician email addresses from Request.resolver and match against the Intercom workspace's admin list. Admins without a match enter a reconciliation queue for the customer's Intercom admin to provision before the relevant conversation batch is imported. Assignee information from ServiceDesk Plus migrates as the Conversation's admin assignment.

ServiceDesk Plus Solutions (knowledge base articles) can be reformatted as Intercom Articles in the Help Center. We extract article title, content (HTML), category, and publication status. Content is cleaned of ServiceDesk Plus-specific HTML markup and converted to Intercom's article format via POST /help_center/collections/{id}/articles. Approval status, Solution Owner, and Workaround type do not migrate because Intercom Articles do not support these fields natively. Articles are mapped to an existing or newly created Intercom Help Center collection during migration.

File attachments associated with ServiceDesk Plus requests require per-record extraction via the file attachment endpoint. We download the binary content where the API grants access and re-upload to Intercom via the Conversations API attachment endpoint (POST /conversations/{id}/attachments). Image attachments inline in request descriptions are extracted and posted as conversation attachments. The 60 reads per minute throttle applies to this extraction step, and large attachment volumes significantly extend the migration timeline.

ServiceDesk Plus internal notes and public replies (stored in the request detail API) are extracted per-record and posted to the corresponding Intercom Conversation as outbound or inbound parts via POST /conversations/{id}/reply. The author of each note is resolved to an Intercom Admin by email; internal notes are posted with visibility restricted to admins where Intercom's conversation model supports this. Per-record extraction is required because conversation threads are not included in bulk list API responses.

ServiceDesk Plus Assets (hardware, software, IT components) have no native Intercom equivalent. We export asset records as structured JSON, attach the asset summary as a file to the most recently linked Conversation for that requester, and document the asset-to-requester linkage in the migration gap report for manual reconstruction. Some organizations choose to import Assets into a separate asset management tool post-migration; we provide the exported asset CSV as part of the handoff package.

ServiceDesk Plus Contracts are available on Professional and Enterprise editions. Intercom has no contract management object, so we export contract records as a structured CSV and attach it to the relevant Contact or Conversation as part of the migration handoff. Contract associations to assets are preserved in the CSV with foreign key references. SLA, maintenance schedules, and approval configurations on contracts cannot be migrated and are documented for manual rebuild.