Migrate from N-able MSP Manager to Intercom

MSP Manager Customer records map to Intercom Contacts. Each Customer carries company-level data including name, program level, tax rate, billing address, and portal configuration. We extract the primary Customer address and map it to the Intercom Contact company field, creating an Intercom Company record when multiple Contact locations share the same parent. The MSP Manager customer_id becomes the Intercom custom_attributes.msp_customer_id for reconciliation. Portal branding settings do not transfer; we capture them as a written configuration note for manual setup in Intercom.

MSP Manager Contact records attached to a Customer map directly to Intercom Contacts. Fields map as: contact name to Intercom name, email to Intercom email, phone to Intercom phone, and role to a custom attribute. The MSP Manager contact_id is stored in Intercom custom_attributes.msp_contact_id. RMM-synced contacts from N-sight carry the same structure and migrate without transformation.

Open and closed MSP Manager Tickets migrate to Intercom Conversations. The MSP Manager ticket subject becomes the Conversation title, ticket body becomes the initial conversation message, status maps to Conversation state (open, closed), priority maps to Conversation priority, and assigned technician email resolves to an Intercom Admin via the User mapping. Closed tickets retain their resolution body as the final conversation message.

MSP Manager ticket comments (internal technician notes and customer-facing replies) migrate as Intercom Conversation Parts. Internal-only comments from MSP Manager migrate as internal Intercom notes attached to the conversation. The comment author resolves to an Intercom Admin or Contact based on whether the comment originated from a technician or the customer. Comment timestamps are preserved as conversation_part.created_at.

MSP Manager custom ticket fields (text, number, dropdown, date) map to Intercom Conversation Custom Attributes. We inspect the live account schema via the MSP Manager API before migration because official documentation for custom fields returns 404 errors. Dropdown options that cannot be represented as Intercom custom attribute string values are flagged for the customer's admin to decide between free-text custom attributes or a separate tagging strategy. Any unsupported field type is documented in the pre-migration scope report.

MSP Manager Time Entries attached to Tickets are migrated as structured CSV records in an exported file rather than as native Intercom objects. Intercom does not have a native time-tracking or billing object. We export Time Entries with ticket_id, technician name, date, duration, and description. Customers who need time data in Intercom can use a third-party time-tracking integration or import the CSV into a connected billing tool. Any time entries linked to closed or deleted tickets are flagged as orphaned during pre-migration audit and reported for manual review.

MSP Manager Invoices do not have an Intercom equivalent. Intercom is a customer communication platform, not a billing system. We export invoice headers and line items as a structured CSV including invoice_id, customer_name, date, total, status, and line item details. Customers using MSP Manager's batch invoice export to Xero or QuickBooks continue that workflow post-migration with the exported CSV.

MSP Manager Expenses (amount, date, vendor, description, optional ticket link) are exported as structured CSV records. Intercom does not support expense tracking. The expense export is provided alongside the time entry export so customers have a complete financial record outside the messaging platform.

MSP Manager Service Items define per-customer managed service scopes and pricing (per-user, per-device plans). These have no Intercom equivalent. We export Service Items as a structured document listing customer_name, service_item_name, billing_frequency, rate, and description. Customers rebuilding their service catalog in Intercom can use Articles to document service offerings or external tools for service billing.

MSP Manager Knowledge Base Articles migrate to Intercom Articles. MSP Manager organizes KB articles per Customer; Intercom organizes articles in Collections. We flatten the per-customer KB structure by mapping each Customer's KB articles into an Intercom Collection named after the customer or a unified Help Center collection with customer-specific tags. Article body, author, and created_at timestamps transfer. Visibility settings (internal vs customer-facing) map to Intercom article state (draft vs published).

MSP Manager Assets track devices associated with a Customer, including hardware specs and status. Intercom does not have an asset management object. We export asset records as a structured CSV including asset_id, customer_name, device_name, type, status, and specifications. Asset details synced from N-sight RMM carry the same limitation. Customers needing device tracking post-migration use the exported CSV or a dedicated IT asset management tool.

MSP Manager User accounts (Admin, Technician, View-only roles) map to Intercom Admins. Role-based permissions from MSP Manager map to Intercom Team membership. We resolve MSP Manager technicians to Intercom Admin records by email match. Teams without a matching Intercom Admin go to a reconciliation queue for the customer's admin to provision before the migration runs. Inbox assignments on migrated conversations resolve against this Admin mapping.