Migrate from SmarterTrack to Intercom

SmarterTrack Tickets are the central record type and map directly to Intercom Conversations. Every ticket's subject, body, status, priority, assignee, and timestamp migrate. The SmarterTrack ticket thread (all inbound and outbound messages) migrates as the conversation timeline, with the original ticket creation date preserved as Created_at and comment dates preserved on each message record. Custom field values migrate to Intercom conversation attributes. Department-level routing in SmarterTrack maps to Intercom Team or Admin assignment.

SmarterTrack User accounts (agents) map to Intercom Admins or Agents based on role and permissions. We resolve by email match. Inactive SmarterTrack users can be migrated as inactive Intercom Admins to preserve historical assignment without granting active login. Department memberships in SmarterTrack map to Intercom Team membership. The customer's Intercom workspace admin creates the first Admin before migration; we map the remaining agents against that Admin's provisioning.

SmarterTrack Organization records map to Intercom Companies. Organization name, domain, address fields, and custom fields migrate. Company is created before Contact import so that the company lookup reference is satisfied at the moment of Contact insert. If a SmarterTrack Organization has no associated contacts, it still migrates as a standalone Company record.

SmarterTrack end-user records (the requesters on tickets, distinct from agent accounts) map to Intercom Contacts. A Contact requires either a user_id or email address at minimum per Intercom's API. We scan for email presence and flag any contact records without email for the customer's admin to resolve before migration. Phone number validation should be disabled in Intercom before migration if phone data is present, per Intercom's migration guidance.

SmarterTrack Live Chat sessions are standalone objects with their own transcripts, participant info, duration, and custom fields per department. We extract chat transcripts and participant metadata and create Intercom Conversations with channel set to chat. Chat duration and custom field data map to conversation attributes. Department-level chat routing in SmarterTrack maps to Intercom Team assignment on the conversation.

SmarterTrack Call Logs store duration, disposition, phone numbers, and custom fields with no native Intercom equivalent. Intercom has no built-in call logging object; the standard workaround is either creating a conversation with internal notes (losing structured fields) or defining a Custom Object (Call) with external_id, duration, disposition, and phone fields. We recommend the Custom Object approach for clients that need to preserve structured call metadata, and we create the schema in Intercom before migration begins.

SmarterTrack KB articles (with category and sub-article hierarchy) map to Intercom Help Center articles within Collections. The two-level Intercom hierarchy (Collection > Article) means SmarterTrack's three-level structure must be flattened: we map the top-level category to the Collection, any intermediate sub-categories to Collection ordering or naming, and articles to Articles. Draft/published status migrates as published state. Inline HTML in article body is preserved as-is. Brand scoping on Enterprise SmarterTrack maps to Intercom workspace or team scoping if the customer uses multiple Intercom workspaces.

SmarterTrack custom fields for Tickets, Users, Organizations, and Chats map to Intercom custom attributes. SmarterTrack's 512-character per-value ceiling is significantly lower than Intercom's unlimited custom attribute limits. We scan all custom field values during the mapping phase and flag any values approaching 512 characters so the customer can decide whether to trim, split, or drop before migration. Custom field type mapping: SmarterTrack string to Intercom string, checkbox to boolean, date to date, integer to number.

SmarterTrack Departments and Groups structure ticket routing and agent assignment. These map to Intercom Teams, which control inbox assignment and access permissions. Active vs. inactive group status migrates. The department hierarchy (which groups belong to which departments) maps to Intercom Team structure. If SmarterTrack departments are used for SLA scoping, this mapping has implications for Intercom's SLA configuration on Advanced and Expert tiers, which must be rebuilt post-migration.

Ticket attachments, chat file transfers, and KB article media stored in SmarterTrack's App_data folder or database are extracted and re-linked to the corresponding Intercom Conversation or Article records. Intercom's API supports attachments on conversations and articles. We extract all binary attachments, verify MIME type and file size (Intercom's attachment limits apply), and upload to Intercom's file hosting before attaching to the relevant record. KB article images are uploaded separately and image URLs are updated in the article body HTML.

SmarterTrack Tags applied to Tickets and KB Articles map directly to Intercom Tags. Tag labels and their associations migrate. Intercom's tag model supports adding tags to contacts, companies, and conversations. If the customer uses tags for internal categorization, we preserve all tag labels and their associations. Tags without a matching Intercom tag are created during migration.

SmarterTrack's multi-brand capability (Enterprise-only) scopes portals, knowledge bases, and tickets to separate customer-facing identities. Intercom supports multiple workspaces (Enterprise plan) or team-based scoping. We map each SmarterTrack Brand to an Intercom Workspace or Team depending on the customer's Intercom plan. If the customer uses a single Intercom workspace, brand scoping maps to a custom field on the Conversation for filtering rather than a structural separation.