Migrate from Agile CRM to Gorgias

Agile CRM Contact records map to Gorgias Customer. The Contact name, email, phone, social links, tags, and lead score migrate. Agile CRM's one-to-one Contact-to-Company link is resolved: if the Contact has an associated Company, we attach the Company name and domain to the Customer record. Custom fields on Contact migrate as Customer attributes. Email opt-in and unsubscribe status migrates to the Gorgias Customer channel preference fields.

Agile CRM Company records do not have a direct Gorgias equivalent. We attach Company name, industry, address, and domain to the parent Customer record as organization context fields. If the customer needs a separate organization object in Gorgias, this requires a custom data model extension or a third-party integration and is flagged during scoping.

Agile CRM Helpdesk Cases map directly to Gorgias Tickets. The Case subject becomes the Ticket subject, Case description becomes the first Ticket message, Case status maps to Gorgias Ticket status (open, pending, resolved, closed), and priority maps from Agile CRM priority to Gorgias priority. Conversation threads migrate as Ticket messages in chronological order with sender attribution preserved. Agent assignment migrates from the Case owner to the Gorgias agent.

Agile CRM Helpdesk Groups map to Gorgias Teams. Group membership is preserved and agents are assigned to the corresponding Gorgias Team during migration. If the Agile CRM Group structure has nested hierarchies, we flatten them to a single Team level unless the customer requests a multi-level Team model that Gorgias supports via sub-teams.

Agile CRM Labels attached to Cases migrate as Gorgias Ticket Tags. The label-to-ticket associations are preserved, and we validate that each migrated ticket carries its original labels. Label names are carried over verbatim unless there is a naming conflict with existing Gorgias tags, in which case we append a prefix.

Agile CRM Canned Responses map to Gorgias Macros. The response text, shortcodes, and any variable placeholders migrate. Macro triggers (applied manually, on ticket creation, or on agent reply) are documented from the Agile CRM configuration and mapped to Gorgias's apply-on-create, apply-on-reply, or apply-on-manual rules. Most standard macros transfer automatically according to Gorgias's Help Desk Migration documentation.

Agile CRM Tasks linked to a Contact or Deal migrate as either sub-tickets in Gorgias (if the task represents a follow-up customer action) or internal notes on the parent Customer or Ticket (if the task represents an internal action). Tasks without a Contact or Case association are migrated as Notes on the related Customer record. Due dates and priorities are preserved.

Agile CRM Activity records (calls, emails, meetings, notes) linked to a Case migrate as Ticket Messages in Gorgias in chronological order. The activity type is preserved as a message tag (phone, email, meeting, note). Standalone activities not linked to a Case migrate as Customer Activity entries. Activity timestamps are preserved for timeline ordering. Call duration and disposition notes migrate as message metadata.

Agile CRM document attachments on Cases migrate as Gorgias Ticket attachments linked to the corresponding Ticket. We extract binary files via the Agile CRM export endpoint, re-associate them to the correct Customer or Ticket in Gorgias, and validate attachment counts match post-migration.

Agile CRM Deals and Opportunities are not a core Gorgias object. Gorgias is a helpdesk platform, not a CRM with pipeline management. Deals can be migrated as a separate scope if the customer uses a custom integration (Gorgias API or a third-party connector) to surface Deal context inside a Ticket, but this requires a custom data model extension. We scope Deals out of the standard migration and flag this for the customer during discovery.

Agile CRM custom fields on Contact and Case migrate as Gorgias Customer attributes and Ticket custom fields respectively. We discover all custom fields during the export audit, validate field types (text, number, date, dropdown, checkbox), and map them to equivalent Gorgias field types. Custom fields on Deals are deferred unless Deals are in scope.

Agile CRM's automation engine stores workflow definitions server-side with no public export endpoint. The REST API gives access to contact and deal data but not to trigger-condition or action-sequence logic. We do not attempt to migrate workflows. We deliver a written inventory of every active Agile CRM Workflow with its trigger, conditions, actions, and recommended Gorgias Rule or Macro equivalent, so the customer's admin can rebuild them post-migration.