Migrate from Autotask Professional Services Automation (PSA) to Gorgias

Autotask Company records map directly to Gorgias Customer. CompanyName becomes Customer name, and address, phone, and website fields transfer. Company is created before any Contact import so that the parent customer reference is satisfied at Contact insert. Autotask Company-level UDFs migrate to Customer custom fields if the customer has purchased a Gorgias plan supporting custom fields; otherwise they are appended to the Customer description or migrated as Tags.

Autotask Contact records nested under a Company map to Gorgias Customer Person records linked to the parent Customer. Each Contact's email, phone, first name, last name, and role transfer. Contact-level UDFs map to Person custom fields where supported. The Contact-to-Company linkage is preserved through the parent Customer reference in Gorgias. Contacts without an email address require special handling; they are mapped to the Customer as a secondary contact with a note flagging the missing email.

Autotask Tickets map to Gorgias Tickets with TicketNumber, subject, description, status, priority, and assignee preserved. Autotask queue assignment maps to a Gorgias inbox or Tag depending on the customer's inbox configuration. Ticket status lifecycle (New, Active, Waiting, Solved, Closed) maps to Gorgias status values. Ticket-level UDFs migrate to Ticket custom fields or are appended to the ticket description. Attachments on Tickets migrate as Gorgias Ticket attachments via the API.

Autotask Time Entries linked to Tickets migrate to Gorgias Ticket internal notes with the time entry date, hours, and notes preserved as the note body. Billable flag is recorded as a Tag or internal field. This preserves the historical billing context in ticket history but does not carry over Autotask's rule-based billing association or rate card inheritance. Time Entries linked to standalone task work (not a Ticket) become internal notes on the most relevant Customer or are held for manual review.

Autotask Projects have no native Gorgias equivalent. During scoping, the customer chooses a strategy: Projects can be migrated as Tags on the linked Tickets (preserving a label but no task hierarchy), as Customer-level Notes with project name and dates, or as a custom Project object in Gorgias if the customer's plan supports custom objects. We do not make this decision unilaterally because it affects downstream reporting. Milestone dates and resource assignments from Projects cannot migrate natively and are included in the written handoff inventory.

Autotask Contracts have no native Gorgias equivalent. Contract records with service terms, billing rates, and expiration dates can migrate as Notes on the associated Customer record, or as Tags for quick reference. Autotask's rule-based billing rules and labor rate cards do not migrate because Gorgias has no contract management or billing engine. We deliver a Contract inventory document listing every contract name, associated customer, expiration date, and service level for manual rebuild in the customer's chosen billing or contract tool.

Autotask UDFs on Tickets, Companies, Contacts, Projects, and Contracts require a pre-migration field audit to enumerate every custom field, capture its data type, and identify picklist values. UDFs of type text, number, date, and dropdown map to equivalent Gorgias custom fields where the plan supports them. Checkbox UDFs map to Tags or boolean custom fields. Picklist UDFs require the full value list to be pre-created in Gorgias before migration. Any UDF without a destination is flagged and either appended to the ticket description or included in the written field-gap inventory.

Autotask Resource records (technicians and staff) map to Gorgias Agents. We resolve Resources by email match against the destination Gorgias account. Autotask Resource role and department data map to custom fields on the Agent record since Gorgias Agents do not have a native role hierarchy. Inactive Resources from Autotask are migrated as inactive Gorgias Agents so that historical ticket assignments and time entries remain correctly attributed.

Autotask file attachments on Tickets migrate as Gorgias Ticket attachments via the API. Attachment migration is a separate phase from primary record migration because Autotask requires per-attachment API calls that consume against the 10,000 calls/hour ceiling. We pre-count total attachment volume during scoping, schedule attachment migration in off-peak windows, and chunk the load to avoid colliding with the primary record migration. Attachments on Projects and Contracts are migrated to the most relevant Customer or held for manual review based on the customer's Project and Contract handling decision.

Autotask Document Management records attached to Tickets migrate to the corresponding Gorgias Ticket as attachments. Documents attached to Projects or Contracts follow the Project and Contract handling decision (Tags, Customer Notes, or held). Documents without a clear parent ticket are migrated to the most relevant Customer record as an attachment.

Autotask Service Calls (scheduling and dispatch objects for field service appointments) have no documented export path in the Autotask REST API. We do not migrate Service Call records. We deliver a Service Call audit document listing every active Service Call with its date, resource, customer, and description for manual rebuild in the destination system. If the customer's operations include field service, we recommend evaluating a dedicated field service tool post-migration.

Autotask Workflow Rules are configuration objects with no export capability in the REST API. They do not migrate as code. We deliver a written Workflow Rules inventory documenting every active rule with its trigger conditions, actions, and associated objects, plus a recommended Gorgias Rules or AI Agent equivalent for each. The customer's team rebuilds rules in Gorgias post-migration. This is acknowledged explicitly in the migration scope before work begins.

Autotask To-dos are individual action items tied to users rather than Tickets or Projects and lack a bulk export API endpoint. We do not migrate To-do records. If To-dos are operationally critical, we recommend converting them to Ticket records in Autotask before migration begins, which allows them to migrate as Tickets under the standard object mapping.

Autotask rule-based billing rules that automatically associate time to contacts and devices have no export path and no Gorgias equivalent because Gorgias is a helpdesk platform without a billing engine. We export the contract and rate card data as a structured document for the customer's billing team to rebuild in their chosen billing or accounting system. Time Entries with hours and dates migrate as internal Notes to preserve historical context for manual billing entry.