Migrate from Track-It! to Intercom

Track-It! HDTickets map to Intercom Conversations via the Conversations API. The ticket number becomes a custom conversation attribute ti_ticket_id__c for cross-reference. Ticket subject maps to conversation title, description and resolution map to the initial message body, priority maps to a custom attribute ti_priority__c, and status maps to Intercom open/closed state. BCM-linked ticket relations are flagged per gotcha — they do not survive migration without manual re-creation in Intercom.

Track-It! HDTicketHistory stores the full activity log per ticket. Each history entry migrates as an Intercom Conversation Part — technician replies, status changes, and internal notes each become separate parts. Timestamps are preserved from the source history table. We use the bulk conversation endpoint with batched inserts to handle volume within the 1,000 req/min rate limit.

Track-It! Assets from the Assets table map to Intercom Companies. The asset name becomes the company name, and asset-specific fields (serial number, model, location) become custom company attributes. Multiple Track-It! assets belonging to the same customer organization can be merged into a single Intercom Company record using the customer's domain as the dedupe key. CI relationships from ConfigItems map to custom company attributes or notes rather than a native relation model.

Track-It! Tracked Items (CI records beyond standard assets — license counts, component hierarchies, contract expiry dates) do not have a direct Intercom equivalent. We extract all Tracked Item fields during discovery, map them to custom attributes on the related Company or Contact record in Intercom, and flag any CIs with complex hierarchies as requiring manual re-organization post-migration.

Track-It! ChangeRequests (with approval routing, risk assessment, and implementation notes) have no native Intercom equivalent. We extract the full ChangeRequest lifecycle, including all approval stages and linked CIs, and deliver it as a structured dataset. The customer chooses between creating a Custom Object in Intercom (via the Custom Objects beta) or attaching a ChangeRequest summary note to the related Company or Conversation record. This is a documented gap, not a silent loss.

Track-It! HDUsers (technician profiles and group assignments) map to Intercom Admins and Team Members. We resolve by email match during migration. Per-group view permissions from Track-It! (enforced at the SQL level) cannot map directly to Intercom's team-based inbox assignment model — we document the closest equivalent team structure for the customer's admin to configure post-migration.

Track-It! installation-specific custom fields (appended columns in HDTickets, Assets, and other module tables) map to Intercom custom attributes. Intercom custom attributes support text (up to 255 characters), numbers, booleans, dates, and list values. Text attributes exceeding 255 characters are truncated with a flag in the migration report. Unsupported characters in attribute names are replaced with underscores per Intercom convention. We run a full schema inventory query during discovery before writing any mapping rule.

Track-It! attachments stored as BLOBs or file references are extracted to a file package, re-uploaded to Intercom via the Files API, and linked to the parent Conversation or Contact record. We flag any restricted file types (.exe, .sys, .scr, .shb, .wsf and others) per Intercom's security policy — these cannot be uploaded and are surfaced in the pre-migration gap report. Large attachment packages extend migration timelines significantly because each file requires a separate upload call within the rate limit window.

Track-It! KB articles from the dedicated module table (with category and tag relations) map to Intercom Articles. Article body, metadata, category assignment, and tags migrate to Intercom's collections and sections structure. We pre-create the destination collections during schema design so that articles land in the correct hierarchy during import. Articles are imported via Intercom's Help Center API with batched requests.

Track-It! SLA definitions stored in system configuration tables (SLA-to-priority mappings with response and resolution timers) have no native Intercom equivalent. We extract the full SLA configuration as a structured JSON document and deliver it to the customer as a written SLA handoff spec. The customer's admin configures equivalent SLA rules in Intercom's Rules engine using the delivered spec. SLA timer state (time remaining on open tickets) cannot be preserved — it resets at cutover.

Track-It! stores complete change logs in per-module history tables (HDTicketHistory, Asset history, ChangeRequest lifecycle). We extract the full audit trail as structured records and attach them as internal notes on the migrated Conversation or Company record in Intercom, with the original timestamp and actor preserved. The customer receives a complete audit trail export as a separate structured data package for compliance records.

Business Configuration Management (BCM) linkage records — which link Assets to Tracked Items and maintain CI relationship graphs — are specific to Track-It!'s BCM module and do not survive migration to any non-BMC destination including Intercom. We run a pre-migration query to enumerate every BCM-linked record, surface the full list to the customer, and recommend re-creating critical relationships as Intercom custom attributes on the relevant Company or Contact record. This is a documented known gap at migration sign-off.