Migrate from SMART Service Desk to Intercom

Requests are the core ticket object in SMART Service Desk and map directly to Intercom Conversations. We preserve the full request lifecycle including status, priority, category, requester details, assigned technician, conversation history, and SLA tier. Category taxonomy from SMART Service Desk is remapped to Intercom Inboxes and Team inboxes, with a category-to-inbox mapping table provided during scoping. Request attachments migrate as conversation attachments via the Intercom API file upload endpoint.

Problems in SMART Service Desk carry root-cause linkage to Requests, impact, urgency, priority, and assigned analyst group. Intercom has no native Problem record type, so we map Problems to Conversations with a custom attribute problem_id and store impact and urgency as ticket priority attributes. The Problem-to-Request association is preserved as a custom link attribute pointing to the migrated Conversation.

Changes in SMART Service Desk carry ITIL-specific fields: Change Category, Risk, Impact, approval status, and CAB membership history. Intercom has no Change record equivalent. We migrate Change records as Conversations with custom attributes: change_category, change_risk, change_impact, and approval_status. CAB membership and approval history are stored as conversation notes or custom attributes; they do not become native Intercom objects and must be reviewed by the customer's admin post-migration.

Releases follow a scheduled deployment lifecycle with planned start and end dates, assigned technician, and deployment status. Intercom has no native Release record. We map Releases to tagged Conversations using the planned start and end dates as custom date attributes, and status as a tag. Release-to-Change associations are preserved as a custom attribute linking to the corresponding migrated Change Conversation. Actual deployment dates and post-deployment notes are stored as conversation attributes.

Assets in SMART Service Desk include workstation records, components, consumables, and allocation details with serial number, type, location, assigned user, and current status. Intercom does not have a native IT asset management object. We map assets to Contact records with custom attributes for serial_number, asset_type, asset_location, and asset_status, linked to the Contact representing the assigned user. A master asset inventory is also delivered as a CSV export for the customer's records.

Solutions are the knowledge-base articles in SMART Service Desk. We migrate article title, body content (with inline images preserved as attachments), summary, category, and publication status. Articles linked to specific SMART Service Desk requests are noted in a cross-reference table for the customer to reassign in Intercom's Help Center post-migration. Multilingual articles migrate with their translations intact.

Categories in SMART Service Desk define the taxonomy used to classify Requests, Problems, and Changes across the 28-module architecture. We export the full category tree and map it to Intercom Inboxes and Teams during migration. Each SMART Service Desk category becomes either an Inbox or a Team within an Inbox, preserving the hierarchical classification so that agents see requests in the correct queue post-migration.

User records in SMART Service Desk include name, email, department, site, and role. We map active users to Intercom Admins or Agents based on their SMART Service Desk role. Inactive or deprecated accounts are flagged for the customer's admin to manage in Intercom. Department-level role resolution is handled during scoping: cloud deployments resolve by request department while on-premises resolve by requester department; we remap approval routing rules to the destination department resolution logic before migration.

Contracts in SMART Service Desk record vendor agreements and SLA terms attached to Requests or Assets. Intercom has no native contract management object. We map contract name, type, vendor reference, start and end dates, and SLA tier to custom attributes on the relevant Contact or Company record. Multi-document contract attachments migrate as conversation attachments against the associated record.

Vendor records store contact information and associated contracts or purchase orders. We map vendors to Intercom Companies, preserving vendor name, contact details, and type. Vendor associations to Purchase Orders and Contracts are flagged as custom attributes on the Company record so the customer can manually link them post-migration. Purchase order numbers are stored as a custom attribute on the Company.

Purchase Orders in SMART Service Desk are linked to Vendors and represent procurement records. Intercom has no native purchase order object. We map PO number, vendor reference, line items, total amount, and status to a custom attributes block on the corresponding Company record (the mapped Vendor). Large procurement records are delivered as a supplementary CSV export alongside the migration.