Migrate from Giva eHelpDesk to Twenty CRM

Giva tickets migrate directly to Twenty Tasks. The Request ID, Request Type, Priority, Status, Category, and resolution text are stored as custom fields on the Twenty Task. Original create timestamp preserved as a custom datetime field so reporting reflects ticket age accurately from day one.

Twenty has no native knowledge base object — KB articles become Notes with the Article Title as the Note title and HTML content in the Note body. We tag the Note with the original Giva KB category as a text tag for filtering. Full article text including embedded links is preserved.

Giva contacts map 1:1 to Twenty People. Name, email, phone, and job title transfer directly. The primary linked company is resolved via domain match to an existing Twenty Company record. Unmatched company links are stored as a custom text field with the Giva company name for post-migration reconciliation.

Giva accounts map to Twenty Companies. Company name, domain (Website field), industry, and employee count transfer directly. Multi-site Giva accounts — where the same account has multiple site or location records — collapse to a single Company record with site names stored as a custom multi-select or text field.

Giva asset records require a custom GivaAsset object in Twenty containing Name, Asset_Type, Serial_Number, Status, Location, Purchase_Date, and Linked_Company. The custom object is defined in Settings → Data Model, where each attribute is added as a custom field preserving its original data type. Asset-to-company links are stored as a relation field on the custom object pointing back to the mapped Twenty Company record, enabling asset queries across the company context.

Giva agents become Twenty People records with the role of 'Agent' stored in a custom role field. Email-matched agents resolve to existing Twenty Workspace Members by email. Unmatched agents are flagged before migration — teams either invite them to Twenty first or assign their tickets to a fallback owner.

Twenty has no native SLA engine. SLA name, priority level, first response target, and resolution target are stored as custom text fields on the Twenty Task. SLA breach flags are not carried forward — teams configure SLA alerts using Twenty's workflow builder post-migration.

Giva ticket attachments and KB article files are downloaded from Giva storage and re-uploaded as linked attachments on the corresponding Twenty Task or Note. File size limits follow Twenty's attachment constraints. Inline images in KB articles are extracted and re-hosted as Note body images.

Custom fields created by the Giva admin on any standard Giva object (Ticket, Contact, Account, Asset) are read from Giva's API metadata and replicated as custom fields on the corresponding Twenty object. Field type is preserved: picklist → select, multi-select → multi-select, number → number, date → date.

Enterprise Giva custom objects map 1:1 to Twenty custom objects. Custom object fields are replicated as Twenty custom fields. Giva N:N relationships between custom objects are mapped to junction objects in Twenty — we deliver a junction-object creation plan as part of the migration package.