Migrate from SysAid to Intercom

SysAid Service Records map to Intercom Conversations. The Service Record subject becomes the Conversation title, status maps from SysAid status (Active, Pending, Resolved, Closed) to Intercom conversation state (open, closed), and priority maps to a custom conversation attribute. The SysAid requester maps to the Intercom Contact, and the assignee maps to the Intercom Admin or Team assignment. We preserve Created_at and Updated_at timestamps from SysAid. All conversation parts (internal notes, public replies, status changes) migrate as Conversation Parts.

SysAid Users (agents, administrators, and end users) map to Intercom Contacts. We extract user records with their contact fields (name, email, phone, department, role). If SysAid Users have no email address, we flag them for the customer's admin to review because Intercom Contacts require an identifier. Phone number validation in Intercom can block imports if validation is enabled; we disable this in Intercom workspace settings before migration if invalid phone numbers are present in the source data.

SysAid Companies map to Intercom Companies directly. Company name, domain, and custom fields migrate as Company attributes. Users in SysAid who belong to a Company carry that association into Intercom via the Contact-Company relationship. If the destination Intercom workspace uses a multi-company segmentation strategy, we map the SysAid company structure accordingly during scoping.

SysAid attachments on Service Records (files from comments, notes, and record-level uploads) migrate as Intercom conversation attachments. We extract file references, re-link them post-migration, and preserve attachment order relative to conversation parts. Attachment storage size limits and the destination workspace storage quota must be confirmed before migration to avoid partial import failures on large attachment sets.

SysAid Knowledge Base articles migrate to Intercom Articles (Help Center articles or internal articles for Fin AI). We extract article titles, body content, categories, and associations to Service Records. Formatting, embedded media, and images require pre-migration review because Intercom Articles handle rich text differently from SysAid's KB editor. We document any formatting issues during scoping so the customer can decide whether to accept truncated HTML or manually rebuild affected articles.

SysAid Assets (CI records, catalog items, and agent inventory) have no native Intercom equivalent. We configure a Custom Object in Intercom using Data Connectors if the customer requires asset context in support conversations. The Data Connector maps asset fields to typed Custom Object attributes, and we link Custom Object records to the relevant Contact or Company. If the customer does not require asset data in Intercom, we exclude Assets from migration scope and deliver a data extract for the customer's records.

SysAid Tasks associated with Service Records can be migrated as custom Conversation attributes (task-like fields on the Conversation object) or as Custom Objects depending on the customer's workflow needs. Tasks that are standalone (not linked to a Service Record) require a separate scope discussion because Intercom has no native standalone task object. We confirm the task migration strategy during scoping based on the customer's Intercom usage pattern.

SysAid custom fields on Service Records, Users, Companies, and Assets map to Intercom custom attributes on Conversation, Contact, and Company. Field type matching is required: SysAid text fields map to Intercom text attributes, numeric fields map to number attributes, date fields map to date attributes, and dropdown or multi-select fields map to Intercom list attributes. We validate all field type pairs before migration to avoid the common error where numeric or date fields are rejected because they land in Intercom as text.

SysAid Projects (standalone containers for tasks and milestones) have no Intercom equivalent. Projects and their contained task records are excluded from migration scope. We deliver a written extract of project names, statuses, and assigned users for the customer's admin to use in a separate project tracking tool or to manually enter as Intercom notes if required.

SysAid Action Items (lightweight checklist or task-type objects linked to Service Records) map to Intercom Conversation Parts with a task-like structure. We map the action item title as a note body, preserve status and assignee, and link to the parent Conversation. Custom triggers and action-specific automations do not migrate; these must be rebuilt as Intercom workflow rules post-migration.