Migrate from Spiceworks Cloud Help Desk to Intercom

Spiceworks Tickets map to Intercom Conversations. The JSON export delivers ticket ID, summary, description, status, priority, creator (requester email), assignee (technician email), created timestamp, and closed timestamp. We map Spiceworks status (open, pending, resolved, closed) to Intercom state (open, resolved, closed). The original Spiceworks ticket ID is preserved as a custom conversation attribute sw_ticket_id__c for cross-reference. Comment threads and internal notes cannot migrate because Spiceworks Cloud's export omits them; this gap is flagged in the migration checklist and disclosed to the customer before the import window opens.

Spiceworks Technician accounts (name, email, role) map to Intercom Admins and Operators. We match by email address and import as Intercom users with the role set to admin for Spiceworks admins and operator for standard technicians. If a technician email has no matching Intercom user at migration time, tickets are temporarily assigned to the admin designated as migration owner and re-assigned via bulk action after all technicians are provisioned.

Spiceworks Requesters (end users who submit tickets) map to Intercom Contacts. The JSON export includes requester name and email. We import Contacts by email as the dedupe key, creating Contact records for new requesters and matching to existing Intercom Contacts for returning users. Phone number, if present in Spiceworks, maps to Intercom's phone field. Contacts without email addresses require manual handling because Intercom requires an email for Contact creation via API.

Spiceworks Cloud Organizations group requesters under a company name and primary contact. We map Organization to Intercom Company, preserving org name as the Company name and linking it to constituent Contact records via the Intercom Company-Contact relationship. If the destination Intercom workspace already has Companies, we deduplicate by name and merge contact lists. The Spiceworks Organization-requester relationship becomes Intercom Company-contact membership.

Spiceworks Knowledge Base articles with title, body content, and category assignment map to Intercom Help Center articles. We preserve category assignment by mapping Spiceworks categories to Intercom Collections, creating Collections where needed. Article visibility (private, team-visible, or public) maps to Intercom's published or draft state. Authors are mapped to Intercom article editors by email match. Multilingual article support is not migrated unless the customer explicitly identifies language variants in the source KB.

Spiceworks ticket categories (hardware, software, network, facilities, etc.) map to Intercom Teams. We create Intercom Teams during migration setup and assign tickets to Teams based on the category value in the JSON export. If a ticket has no category, it routes to a default Team designated by the customer during scoping. Team-based routing in Intercom controls which Operators see which Conversations.

Spiceworks tags applied to tickets export as a list of string values. We import them to Intercom Tags, preserving the tag name exactly. Intercom Tags apply to Contacts, Companies, and Conversations. We map tags based on the source record type: ticket tags become Conversation tags. The customer chooses whether to also apply tags to the corresponding Contact record during scoping.

Spiceworks custom ticket fields (string, boolean, date, number, select, multi-select) require pre-creation in Intercom as custom conversation attributes before migration begins. We provide a custom field mapping template during preparation that lists every Spiceworks custom field name, type, and sample values. The customer or Intercom admin creates matching attributes in Intercom before the import window. Fields that cannot be recreated before migration are flagged and migrated as notes appended to the conversation body.

The Spiceworks Cloud JSON export does not include attachment files. A Spiceworks community post from July 2022 explicitly states that Cloud exports do not include attachments regardless of ticket age. We capture any attachment URLs from the JSON export and attempt to re-download them via the Spiceworks-hosted URL if accessible. If the URL is no longer accessible, we document the attachment gap in the migration report and advise the customer to manually export critical attachments from Spiceworks before cutover.

Spiceworks Cloud does not expose a reporting API. Spiceworks recommends Power BI for analytics and provides a Power BI Desktop Data Connector for reporting. We do not migrate historical reports because the data cannot be extracted programmatically. We deliver a report inventory checklist that enumerates every Spiceworks report the customer uses so that the admin can recreate them in Intercom's reporting dashboard or in a connected BI tool.