Migrate from Startly to Intercom

Startly Tickets are the core ITSM object with priority, status, SLA, assignee, requester, and conversation threads. During scoping, we configure whether tickets migrate as Intercom Conversations (preferred for conversational context) or Intercom Tickets (preferred for formal SLA-driven workflows). Startly ticket priority maps to Intercom Conversation priority or Ticket priority level. SLA response timestamps from Startly are preserved as custom attributes for re-entry in Intercom Inbox Rules or Service Level Intervals.

Startly Users include internal IT staff and end-user requesters. We split at migration time: internal Startly team members with admin or agent roles map to Intercom Teammates; external users who submitted tickets map to Intercom Contacts. Email is the dedupe key. We flag any Startly user without an email address for manual review before import.

Startly Assets (hardware inventory, software licenses, peripherals) map to an Intercom Custom Object named Asset with custom fields for type, status, assigned user, location, and serial number. Startly's asset-to-user assignment maps to a Custom Object relationship linking each Asset to the corresponding Contact or Teammate. Startly does not export assets as portable foreign keys; we reconstruct the relationship by matching asset-assigned-user email against the migrated Contact list.

Startly CMDB entries (servers, network devices, software installations) map to an Intercom Custom Object named Configuration Item with fields for CI name, type, status, and relationship type. Startly CI-to-CI relationships are preserved as a separate Custom Object relationship table (CI Relationship) that documents the parent-child and dependency links. Intercom does not have a native CMDB or relationship graph; the CI and relationship data migrates as structured custom object records and the customer recreates visual CI linkage inside Intercom manually or via a third-party CMDB integration.

Startly Projects bundle tasks, time entries, and budget data. We migrate project metadata (name, description, status, dates, owner) as an Intercom Custom Object. Linked task counts and milestone indicators transfer as custom fields. Startly budget and profitability fields have no Intercom equivalent and are documented in a supplemental CSV with a note to the customer to evaluate a project management integration post-migration if budget tracking is operationally required.

Startly Tasks (standalone and project-sub-tasks) with name, description, status, assignee, and due date migrate to Intercom Tasks. Startly custom task properties migrate as custom attributes on the Task. Tasks linked to specific tickets in Startly link to the migrated Intercom Conversation or Ticket via the conversation_id or ticket_id reference.

Startly Time Entries track labor against tickets and projects. We extract time entry records with their linked ticket reference and migrate them as custom numeric attributes on the corresponding Intercom Conversation or Ticket (e.g., total_hours_spent__c). Standalone time entry IDs are not portable; we assign new Intercom task references at migration time. Time entries that cannot be linked to a migrated conversation are documented in a supplemental report for manual association.

Startly SLA definitions (response time, resolution time, business hours, priority-to-SLA mapping) are platform-specific configuration with no portable equivalent in Intercom. We extract the full SLA configuration as a structured reference document during migration that lists every SLA schedule, its linked priority tiers, and the hours and thresholds in plain-language form. The customer's Intercom admin rebuilds SLAs using Intercom Inbox Rules or Service Level Intervals from this reference. SLA-to-ticket linkage is documented by mapping each Startly SLA ID to the migrated conversation priority level.

Startly KB articles (title, body content, author, publish status) migrate to Intercom Help Center articles via the Articles API. Startly category-to-article relationships and internal cross-links are not portable foreign keys. We extract the full article hierarchy as a structured export and document the original parent-child relationship so the customer's content team can re-establish the navigation structure inside Intercom's Help Center editor. Articles linked to specific Startly ticket categories get a tag applied in Intercom for manual re-categorization.

Startly Service Catalog items define requestable services with associated forms, approval workflows, and KB article links. We migrate the catalog item structure (name, description, category, linked KB articles) as Intercom Articles or as a Custom Object named Service Request. Approval routing rules are not portable and must be rebuilt inside Intercom's workflows. We deliver a catalog item inventory document with the original routing logic described so the customer's admin can recreate approval chains in Intercom's automation layer.

Startly Change Requests manage change lifecycle with risk assessment, approval fields, and linked CIs from the CMDB. We migrate Change Request records (title, description, status, risk level, approval status, linked CI references) as an Intercom Custom Object. The risk matrix scoring and approval workflow routing are platform-specific and documented in the rebuild reference as manual steps. CI linkage references are preserved as Custom Object relationships to the migrated Configuration Items.