Migrate from Attendo to Gorgias

Attendo employee records map to Gorgias customer records. We extract first name, last name, email, phone, timezone, and language from the employee profile. Any employee record without an email address is flagged as a non-contact record in Attendo and may not be a support customer; we map these only if the customer confirms they represent external clients. Custom fields on Attendo employee records map to Gorgias custom fields on the Customer object using the Gorgias custom-fields API endpoint with object_type=Customer.

If Attendo exposes ticket or support-request records through its internal storage, we map these to Gorgias Ticket. The Attendo ticket subject becomes the Gorgias subject, ticket status maps to Gorgias status (open, pending, resolved, closed), and priority maps to a custom priority field. Each ticket's linked Attendo employee (customer) resolves to the corresponding Gorgias Customer via email dedupe key. Channel attribution (how the ticket was opened) is preserved in a custom field if the source data includes it.

Attendo users assigned as support agents or administrators map to Gorgias agents. We match by email address. Agent name, email, and role (admin vs agent) transfer. If Attendo has a role hierarchy, it maps to Gorgias agent permission levels. Deleted or inactive Attendo agents are assigned a default Gorgias agent for migrated tickets as a fallback.

Attendo documents stored as binary files attached to employee records are assessed for customer-facing content. Documents identified as customer-facing policies, FAQs, or procedure documents migrate as Gorgias Knowledge Base articles. Article title maps from the document filename or an extracted heading. Category structure in Attendo maps to Gorgias help-center categories. Binary documents without a text body (scanned PDFs, images) are flagged for manual review or OCR processing before import.

Attendo absence plans (sick, vacation, unpaid leave entitlements, accrual rates, current balances) have no direct Gorgias equivalent. We do not migrate absence data as structured records into Gorgias because it is internal workforce data not relevant to customer support. If the customer wants absence context visible on the customer profile, we flag absence balance as a custom field on the Gorgias Customer object and the customer's admin sets the value manually post-migration.

Attendo PTO configurations (accrual rates, carryover rules, ceiling limits, per-employee overrides) are workforce policy definitions that live outside the customer support data model. We flag these as out-of-scope, export the policy definitions as a JSON schema document, and recommend the customer's HR admin recreate them in their destination HR system or document them in the Gorgias Knowledge Base as a public-facing policy article if customers need to reference leave entitlements.

Attendo projects contain timelines, budgets, cost tracking, and task schedules that are internal workforce data with no Gorgias analog. We do not migrate project records. If specific projects are customer-facing deliverables that should be referenced in support tickets, we recommend creating a custom field (project_reference__c) on the Gorgias Ticket object and populating it manually or through a post-migration data entry effort.

Attendo custom fields on employee records (configurable per employee or employee type) are exported as a schema definition alongside the data. We recreate them on the Gorgias Customer object using the Gorgias POST /api/custom-fields endpoint with object_type=Customer. Field types are mapped: Attendo string fields map to Gorgias string, dates map to date, checkboxes map to boolean, and numeric fields map to number. Field labels are preserved as-is.

If Attendo has custom fields on ticket or support-request records, we export the field schema and recreate them on the Gorgias Ticket object using the Gorgias custom-fields API with object_type=Ticket. The migration planning session confirms which custom fields carry data worth preserving versus fields that are empty across all records.

Attendo internal employee messaging (inter-employee communication tied to workflows) is a transient communication channel and does not constitute a formal business record under standard migration scope. These messages are not migrated to Gorgias because they are not customer support records. We flag this as out-of-scope and note that any customer-related communication within Attendo messages should be extracted and loaded as Tickets if required.

Attendo cost tracking (labour, materials, fixed-cost line items, budget vs actual) is project-level financial data that belongs in a project management or ERP system, not a helpdesk. We do not migrate cost data. If the customer needs cost context visible in support tickets (for example, a project overrun triggering a customer complaint), we recommend a custom field on the Gorgias Ticket object to store a cost reference ID.

Attendo response templates or macros (if used for customer replies) migrate to Gorgias Macros. The Gorgias Help Desk Migration tool documentation indicates that most macros including standard actions and predefined responses are migrated automatically when using the Help Desk Migration integration. We add any Attendo-specific macros not captured by the automated tool as a manual configuration step after migration.