Migrate from SolarWinds Web Help Desk to Intercom

WHD Tickets map directly to Intercom Conversations. The WHD ticket subject becomes the conversation title, description maps to the initial message body, status (Open, Pending, Resolved, Closed) maps to Intercom's open, snoozed, closed state model, and priority maps to Intercom's priority level. We preserve the WHD ticket number as a custom conversation attribute whd_ticket_id__c for cross-reference during and after migration. Comments and internal notes on WHD tickets become Intercom conversation parts, with internal notes mapped to internal conversation parts.

WHD Clients map to Intercom Contacts with the client email as the primary identifier and name fields mapped to Intercom's name attributes. For WHD clients associated with a WHD organization, we create an Intercom Company record and link contacts via the company_id relationship. Address, phone, and location fields from WHD Client map to Intercom Contact custom attributes. Active versus inactive client status maps to Intercom's unsubscribed state or a custom contact attribute for reconciliation.

WHD Assets (hardware and software inventory) have no native Intercom equivalent. We export WHD Asset records as structured JSON — including type, serial number, vendor, purchase date, location, and associated client — and deliver a written custom object schema definition for Intercom's Custom Objects feature. We recommend creating an Asset custom object in Intercom with lookup relationships to Contact and Conversation so that assets can be linked to support tickets during agent workflow. The customer configures the custom object schema in their Intercom workspace before migration runs.

WHD Knowledge Base Articles map to Intercom Articles organized within Collections. Article title, body content, categorization, and publication status migrate. WHD article attachment references map to Intercom article file attachments. If WHD articles include translations, Intercom's multi-language article support preserves them per collection. We flag any article with inline JavaScript or iframe embeds because Intercom strips these for security.

WHD Change Requests track CAB-approved infrastructure changes with risk fields and approval workflows that have no native Intercom equivalent. We export Change Request records as structured JSON including approval status, risk level, and change details, and deliver a written configuration plan for a Change Request custom object in Intercom. Approval workflow logic does not migrate; we document the WHD approval chain for the customer's admin to rebuild using Intercom's no-code workflow builder or a third-party ITSM integration.

WHD Technicians map to Intercom Admins and Agents. We match by email address. Active WHD technicians map to Intercom admin accounts with the appropriate role (admin, agent, or teammate). Inactive technicians are held in a reconciliation queue for the customer's admin to provision or deactivate before migration. We flag any technician with per-technician SLA configuration so that the customer can plan Intercom's SLA addon setup post-migration.

WHD Locations (site hierarchy with address, contact, and parent-location relationships) map to Intercom Contact or Company custom attributes. We recommend mapping top-level WHD locations to Intercom Company attributes and sub-locations to Contact attributes, or using a flat location string if the destination Intercom workspace does not use the Companies feature. Location-based routing in WHD SLA definitions does not migrate.

WHD Purchase Orders associated with assets (tracking procurement date, vendor, PO number, and cost) are exported as JSON and delivered as part of the asset migration package. Intercom has no native PO object, so we recommend attaching PO data to the corresponding Asset custom object record in Intercom or storing it as structured JSON in a custom attribute. The customer configures the PO attribute format during Intercom custom object setup.

WHD SLA configurations define response and resolution timers by priority or category. These do not migrate directly to Intercom because SLA enforcement in Intercom requires the SLA add-on (available on Pro and Advanced plans) and manual configuration of SLA thresholds per inbox or team. We export SLA rules as a written configuration document with WHD priority-to-Intercom SLA mapping so the customer's admin can configure SLA policies in Intercom Settings post-migration.

WHD ticket attachments (file metadata including name, size, and upload timestamp) migrate to Intercom conversation attachments. We flag any file exceeding Intercom's supported file size limits. WHD's attachment export via email or MAPI transport imposes a practical ceiling of roughly 25MB per file; files exceeding this threshold on self-hosted WHD instances are exported via direct filesystem extraction. Intercom's attachment security settings (file type allowlist) must be reviewed before migration to ensure legacy WHD file types are permitted.

WHD tags on tickets and assets map to Intercom Tags. We export tag assignments per record and apply them to the corresponding Intercom Conversation or Contact during migration. Tags are preserved as plain-text arrays when the destination Intercom workspace uses the Tags feature. If the workspace does not use tags, we map them to a multi-select custom attribute on the respective record type.