Migrate from osTicket to Intercom

osTicket Tickets map directly to Intercom Tickets. Each osTicket ticket becomes one Intercom Ticket with its ticket type, status, priority, and assignee resolved at migration time. The ticket subject from osTicket maps to the Intercom Ticket title, and the split thread body becomes the conversation history. osTicket's isoverdue flag becomes a custom attribute on the Intercom Ticket.

osTicket stores the entire ticket conversation history as one merged Thread record per ticket — user replies, agent responses, and internal notes combined in a single rich-text blob. We split this blob into discrete Conversation Parts in Intercom, preserving the author (agent vs user), timestamp, and the internal note versus public message flag for each segment. The splitting logic is derived from osTicket's rendered-thread HTML structure and is version-sensitive to the osTicket release (1.14 through 1.18 have slightly different markup). Internal notes from osTicket become private notes in Intercom if the destination is on the Advanced tier or above.

osTicket Users map to Intercom Contacts. We map name, email, and phone directly, and store any osTicket Organisation linkage as a custom attribute for resolution to an Intercom Company after Company migration. Users with no email address (phone-only contacts) are flagged for the customer's admin to review — Intercom Contacts require an email identifier at the Contact level for notification routing.

osTicket Organisations map to Intercom Companies. The Organisation name becomes the Company name, and domain information becomes the Company domain. osTicket enforces no referential integrity between Users and Organisations — a User can exist without an Organisation. We flag orphaned User records and attempt to link them to a Company by email domain match during migration. Any remaining unlinked Contacts are moved to a reconciliation list for the admin to resolve post-migration.

osTicket Agents map to Intercom Admins. We resolve agents by email match against the destination Intercom workspace's Admin list. Any osTicket Agent without a matching Intercom Admin is held in a reconciliation queue — the customer must provision the Intercom Admin before the migration resumes so that ticket assignments are valid at insert time. osTicket's per-department permission model maps to Intercom's Inbox permissions, not to individual Admin records.

osTicket Departments control ticket routing and agent permissions. Each osTicket Department maps to an Intercom Team Inbox, which is a grouping mechanism for conversations assigned to a team. Department email routing addresses map to Intercom's email forwarding addresses per Inbox. Agents assigned to a department in osTicket become members of the corresponding Team Inbox in Intercom. We configure the Team Inbox structure during the schema design phase before any record migration begins.

osTicket ticket Custom Fields map to Intercom Ticket Custom Attributes. We map text, boolean, date, and list-typed fields to their Intercom equivalents. The visibility rules (agent-only versus user-visible) from osTicket do not transfer — Intercom's attribute visibility is controlled at the Admin-level rather than per-field for tickets, and we document the discrepancy in the mapping notes.

osTicket User-level Custom Fields map to Intercom Contact Custom Attributes. These include any additional data collected on the user form beyond name, email, and phone. osTicket's required-flag on custom fields requires a temporary optional flag during migration (the osTicket API silently blocks ticket creation from users with required fields that are not present — a known osTicket forum issue); we document this for the admin and restore the flag post-migration if required.

osTicket SLA Plans define response and resolution deadlines tied to ticket priority and department. Intercom's SLA enforcement requires an Advanced tier or above and operates on Team Inbox rules rather than named SLA Plan objects. We migrate SLA Plan names and time windows as custom attributes on the migrated Tickets and deliver a written map of each SLA Plan with its conditions and recommended Intercom Inbox Rule equivalent for the admin to configure post-migration.

osTicket Help Topics are ticket categories that drive routing and SLA assignment. Intercom has no direct Help Topic equivalent — tags are the closest analogue. We migrate Help Topic names as Tags on the corresponding Intercom Tickets, and the customer chooses whether to use a flat tag list or a hierarchical naming convention during scoping. We document the full Help Topic list as a reference for the admin to restructure as Intercom Topics or inbox routing rules.

osTicket stores attachments separately from the ticket Thread record and links them by attachment ID. We extract attachment records alongside the ticket thread, download the file content, and attach each file to the corresponding Intercom Conversation Part. File size limits in Intercom (default 10 MB per attachment, configurable) apply — any osTicket attachments exceeding this limit are flagged for manual download and re-upload.