Migrate from Akio.Cx to Gorgias

Akio.Cx Ticket records map to Gorgias support tickets with channel origin (voice, email, chat, SMS, social) stored as a tag or channel attribute on the Gorgias ticket. Status, priority, assignee, and timestamps migrate directly. Custom ticket fields from Akio.Cx are discovered during scoping and recreated as Gorgias ticket fields before import. Akio.Cx SLA metadata migrates as a custom SLA field on the ticket since Gorgias does not have a native SLA object; the customer rebuilds SLA policies as Gorgias automation rules post-migration.

Akio.Cx Contact records (name, email, phone, company affiliation, interaction history) map to Gorgias Customer objects with email as the primary identifier. Phone numbers migrate to the customer's phone field. Company affiliation from Akio.Cx maps to the customer_company field in Gorgias. If the customer uses a Gorgias e-commerce integration (Shopify, BigCommerce, Magento), the Gorgias customer record gains the native store profile and order context that Akio.Cx does not provide natively.

Akio.Cx Agent profiles map to Gorgias User records. Agent role (admin, supervisor, agent), team assignment, and skill tags migrate to the equivalent Gorgias user role and group membership. Login credentials do not transfer; the customer provisions new Gorgias user accounts during the migration window and distributes login credentials independently.

Akio.Cx Team structures map to Gorgias Groups with supervisor assignments preserved as Group admin roles. Routing pool configurations are documented as a configuration handoff rather than migrated, since Gorgias routing uses a different model based on macro-driven routing and inbox assignment rather than Akio.Cx's queue-based routing pools.

Akio.Cx channel types (voice, email, chat, SMS, social media) are mapped to Gorgias channel equivalents. Voice and SMS channels require a note: Gorgias does not have native voice or SMS support, so tickets originally created through Akio voice or SMS channels must be reclassified as email or chat in Gorgias or routed through a third-party CTI integration the customer establishes post-migration. This is a material channel reduction that the customer must acknowledge during scoping.

Akio.Cx conversation message threads map to Gorgias message records on the corresponding ticket. Each message preserves timestamp, sender (agent or customer), direction (inbound or outbound), and message body. Internal notes from Akio.Cx map to Gorgias internal notes. Thread chronological ordering is preserved by setting the Gorgias message timestamp to the original Akio.Cx timestamp. Attachments are noted as a migration limitation: Gorgias does not import ticket attachments as part of its standard migration path, so file attachments are not transferred.

Akio.Cx custom fields on Tickets and Contacts are fully customer-defined and require field-level discovery during scoping. We generate a custom field mapping table before any data moves, mapping each Akio.Cx field type (text, number, date, dropdown, checkbox) to the corresponding Gorgias field type. Custom fields are pre-created in Gorgias before the record import phase begins. Multi-select fields from Akio.Cx map to multi-select or tag fields in Gorgias depending on the customer's preference.

Akio.Cx Knowledge Base articles with categories and publication status migrate to Gorgias Help Center articles. Article content, title, category assignment, and status (published, draft) transfer directly. The customer must have the Gorgias Help Center feature enabled on their plan. We create the target categories in Gorgias before article import and map them from the Akio.Cx category hierarchy. Note: Help Desk Migration service for Gorgias explicitly supports FAQ and article migration from Zendesk; we apply the equivalent mapping logic for Akio.Cx KB exports.

Akio.Cx tags applied to tickets and contacts migrate as string tags in Gorgias. We preserve the full tag vocabulary and apply it to the migrated tickets and customers. Tag-based reporting logic in Akio.Cx should be reviewed post-migration against Gorgias's tagging and macro naming conventions.

Akio.Cx SLA rules (response and resolution windows per priority level and channel) are extracted as a written configuration document during migration discovery. SLA policies are not migrated as code because Gorgias SLA management uses a different policy model based on inbox rules and automation triggers. We deliver the complete Akio.Cx SLA policy inventory with the recommended Gorgias equivalent (automation rules with time-based triggers), and the customer's admin rebuilds them as Gorgias automation rules post-migration.

Akio.Cx inbound call routing, queue assignment, and IVR tree structures are extracted as configuration data during discovery. These are documented for handoff rather than migrated, because Gorgias does not support voice channel routing. If the customer relies on Akio voice routing for any customer-facing process, we flag it during scoping and the customer must establish an alternative telephony setup (external CTI, third-party voice provider) before or after cutover.

Akio.Cx Reports and Dashboards (Akio Insights) are not exportable or migratable. We advise customers to export historical Akio.Cx reports as PDFs before migration cutover and store them in a compliance archive. Gorgias provides built-in reporting dashboards with a 90-day data retention window; customers with compliance requirements for longer historical data should use a BI integration (Gorgias has a reporting API) or a third-party analytics tool for long-term trend analysis. The 90-day retention cap is a known limitation of Gorgias that must be communicated before cutover.