Migrate from ManageEngine SupportCenter Plus to Intercom

SupportCenter Plus Requests map directly to Intercom Conversations. Standard fields (subject, description, status, priority, created date) map 1:1 to Intercom's title, body, state, priority, and created_at. SupportCenter Plus request notes and tags migrate as Intercom conversation parts and labels respectively. We apply a status mapping table (Open to open, Pending to snoozed, Resolved to closed, Closed to closed) and set the assignee by resolving the SupportCenter Plus technician email to an Intercom team member email.

SupportCenter Plus Accounts map to Intercom Companies. The account name becomes the company name, industry maps to industry, and the account website maps to website. Account custom fields (udf_char, udf_date, udf_picklist types discovered during discovery) become typed company attributes in Intercom. We create the Company in Intercom before any User import so that the company_id lookup is satisfied at User insert time.

SupportCenter Plus Contacts map to Intercom Users. Email is the primary identity field and dedupe key. First name and last name map 1:1. The contact-to-account linkage preserves as an Intercom Company membership on the User. Contact custom fields (udf_* columns decoded against the Field Labels admin table during discovery) become Intercom custom user attributes with matching types.

SupportCenter Plus KB articles organized under categories map to Intercom articles grouped into collections. We restructure the SupportCenter Plus KB category taxonomy into Intercom collections and map individual articles within those collections, preserving the article title, content (with HTML content converted to Intercom's content format), and publish status from the source approval state. Article-to-product associations are not natively representable in Intercom and are flagged as a configuration decision during scoping.

SupportCenter Plus technician and admin user accounts map to Intercom Team Members. We extract the user email, display name, and role type (admin, support rep) and create the matching Team Member in Intercom. Permission structures differ between the platforms and do not translate 1:1; we flag this for the customer's admin to review and configure Intercom roles and permissions after migration.

SupportCenter Plus Comments linked to Requests via the junction table are extracted and reattached as Intercom Conversation Parts against the migrated conversation ID. The comment author resolves to the Intercom Team Member by email, and the original timestamp is preserved on the conversation part created_at field.

Attachments are stored on disk or in the database depending on SupportCenter Plus installation configuration. We locate the attachment store path during discovery, extract all files, re-upload them as Intercom Conversation Part file attachments linked to the migrated conversation, and set the original filename and upload timestamp.

SupportCenter Plus Contracts link SLAs and billing terms to Accounts but have no native Intercom equivalent. We discuss with the customer whether to archive contract details as a JSON-serialized custom attribute on the linked Intercom Company, or merge relevant fields (SLA tier name, contract expiry date, billing status) into typed Company custom attributes. Active and non-expired contracts are prioritized in this decisioning.

SupportCenter Plus Product Catalog entries define entitlements per Account with no direct Intercom equivalent. We merge product names and entitlement flags into typed Company custom attributes or store them as structured JSON on the Company. If the customer requires product-aware routing or SLA differentiation in Intercom, we recommend Inbox rules based on Company custom attributes as the rebuild approach.

SupportCenter Plus Projects track multi-step deliverables linked to Accounts. Intercom has no native project object. We discuss with the customer whether to merge project milestones into task-type conversations on the relevant Account, archive project records as notes, or exclude them from migration scope if they are purely historical.

Purchase Requests and Orders in SupportCenter Plus are typically historical billing records tied to the contract module. We scope these out of the standard migration unless the customer has an active procurement workflow that needs to continue in Intercom. If active procurement tracking is required, we recommend a separate scoping to assess whether Intercom's workflow capabilities or a third-party integration is more appropriate.