Migrate from Service Creatio to Intercom

Service Creatio Cases map to Intercom Conversations by default, preserving case number as external_id, status as conversation state (open, closed), priority as a custom conversation attribute, and owner as the assigned admin or team. Cases that represent structured back-office requests (bug reports, billing disputes, hardware requests) can map to Intercom Tickets with Ticket fields mirroring the Creatio case columns. The customer selects the architecture during scoping; we support both in a single migration with the split defined by a Case Type or Category custom field on the Creatio side.

Service Creatio Contacts map directly to Intercom Contacts. We extract ContactId, name fields (FirstName, LastName), Email, Phone, and any custom Contact properties. The Contact must exist in Intercom before any Conversation import because every conversation requires a linked Contact (WhoId equivalent). We use email as the dedupe key and resolve the Intercom contact_id for all subsequent Conversation imports.

Service Creatio Accounts map to Intercom Companies. We extract AccountId, Name, Industry, Website, Address fields, and custom Account columns. Intercom Companies are optional but recommended if the customer uses multi-contact account structures. We create the Company in Intercom first, then link each Contact to it via the company_id during Contact import. Account hierarchy (parent-child) does not map natively to Intercom Company structure and is preserved as a custom Intercom contact attribute for manual account grouping.

Service Creatio Activities (email, call, meeting, task) attached to a Case map to Intercom Conversation Parts. Each activity type becomes a distinct conversation_part type: notes become internal notes, emails become message parts from the customer side, calls become note parts with call duration metadata, and tasks become assignment or close actions. We preserve the original activity timestamp and the agent who logged it. Activity threads are reconstructed in chronological order within the Intercom Conversation.

Creatio KB articles (title, body content, category assignment, publication status) map to Intercom Articles within Collections. The Creatio three-level hierarchy (Category -> Folder -> Article) maps to Intercom Collections -> Sections -> Articles, with the caveat that Intercom allows articles without a parent section. We flag any Creatio Folder that has no Articles as a restructuring gap. Published articles migrate with their body content; draft status migrates as an unpublished Intercom article. The customer's KB administrator reviews article-to-section placement before final migration.

Service Creatio SLA rules define response and resolution time commitments per case category. We map these to Intercom SLA Policies with first-response time and next-reply time targets, business hours configuration, and priority-based SLA tiers. SLA condition logic (time-bounded conditions, escalations) that uses Creatio BPM timers does not migrate as automation; we document the intended SLA behavior as a written specification for the Intercom admin to configure as SLA policies or Workflow rules.

Service Creatio Queues group cases for team or individual assignment. We export queue membership and routing rules, then map queue names to Intercom Inbox Teams. Agent-to-team assignment migrates by matching the Creatio user email to the Intercom admin email. Queue routing priority and assignment rules (round-robin, load-based) have no direct Intercom equivalent and are documented for the customer to rebuild as Intercom Workflow assignment rules.

Custom objects created via Creatio Studio (Object type schema with arbitrary columns, lookups, and relationships) require explicit schema discovery during the technical audit before any mapping is possible. We enumerate every custom schema, extract column definitions and types, identify lookup references to standard objects, and design equivalent Intercom Custom Objects with typed attributes and reference relationships. Custom object data migrates last, after all parent standard objects (Contact, Company, Conversation) are loaded, because Intercom Custom Object references require the linked Contact or Conversation to exist first.

Custom fields added to Service Creatio standard objects (Cases, Contacts, Accounts) via the UI designer map to Intercom custom attributes on the Conversation or Contact object. We identify all custom fields during discovery, map them to Intercom attribute types (text, number, date, boolean, list), and flag any rich text fields that may hit the Creatio OData RAM limit during export (these are fetched in a separate targeted pass rather than in the initial export batch).

Service Creatio Users (case owners, activity assignees, queue members) map to Intercom Admins or Team Members. We match by email address across both systems. Creatio users with inactive status are preserved as historical owners on their assigned cases rather than reactivated in Intercom. The customer's Intercom workspace must have the matching Admins provisioned before migration begins so that OwnerId references resolve during Conversation import.