Migrate from Capacity to Gorgias

Capacity Ticket records map to Gorgias Ticket with status, priority, assignee, timestamps, and source channel preserved. Custom ticket fields require field-level schema validation against Gorgias Ticket custom field types. We validate field data types during discovery and flag any picklist or multi-select values that cannot map 1:1 to Gorgias field definitions. Ticket IDs from Capacity are stored as a migration reference field on each record for audit trails.

Capacity conversation messages are extracted from the embedded conversation array within the Ticket object and mapped to Gorgias Message records. Each Message is linked to the corresponding Gorgias Ticket via ticket_id and to the Customer via sender email resolution. Internal notes from Capacity conversation threads are flagged separately for explicit mapping to Gorgias's message privacy model. Message timestamps and author attribution are preserved as-is.

Capacity Contact records map to Gorgias Customer. We resolve email as the primary dedupe key. Any customer records without a valid email address are flagged for manual review before migration. The customer's linked ticket history is preserved as a migration reference. Existing Gorgias Customer records matching by email are reconciled rather than duplicated.

Capacity User accounts map to Gorgias Users with name, email, role, and status preserved. Active and inactive statuses transfer to maintain agent history for reporting purposes. We resolve users by email match against the Gorgias destination account. Any Capacity user without a matching Gorgias User account goes to a reconciliation queue for manual provisioning before record migration.

Capacity Teams map to Gorgias Teams for group-based routing. Team assignment on tickets migrates as a lookup reference to the corresponding Gorgias Team. We note any Capacity routing rules that referenced team assignments, as those routing rules cannot be migrated and must be manually recreated in Gorgias as team-based macro triggers.

Capacity KB articles are extracted with title, body text, author, and creation and update timestamps. We map articles to Gorgias Help Center articles, noting that Gorgias Help Center does not natively support version history. Rich formatting (HTML embeds, embedded video, interactive elements) does not survive the export and must be rebuilt manually post-migration. We flag articles with non-plain-text content for customer review after cutover.

Capacity KB category tree is extracted as a full hierarchy and mapped to Gorgias Help Center folder structure. Nested Capacity categories (with parent-child relationships) may need to be flattened if the destination Gorgias plan limits folder depth. We document the original category tree and provide a reorganization recommendation during schema design. Folder assignments on articles migrate as the Gorgias folder_id reference.

File attachments on Capacity Tickets and KB Articles are extracted via the Capacity API and linked to corresponding records in Gorgias. We validate file sizes against Gorgias attachment limits and flag any files that exceed destination limits for manual handling. Inline images embedded in article bodies are extracted as separate attachments and re-embedded as references in the migrated Help Center article.

Tags from Capacity Tickets are extracted and mapped to Gorgias Tag records. We validate tag naming conventions against Gorgias character limits and flag any tags that conflict with Gorgias reserved keywords. Tags migrate as metadata on Tickets; they do not automatically apply to Customer records unless explicitly linked during migration.

Capacity custom fields on Tickets and Customers are mapped to Gorgias Ticket and Customer custom fields. We validate field types (string, boolean, date, number, select, multi-select) during discovery and create the corresponding custom fields in Gorgias before migration. Select and multi-select custom fields require value-level mapping between Capacity picklist values and Gorgias option lists. Any Capacity field with a data type that Gorgias does not support is flagged for transformation or manual data entry.

Capacity automation workflows, routing logic, and workflow triggers cannot be exported via API. We do not migrate them as code. During discovery we document the full configuration of every active workflow, including trigger conditions, action sequences, routing rules, and delay steps. This inventory is delivered as a written handoff document for the customer's admin to manually rebuild in Gorgias using Macros, Rules, and routing configuration. Workflow documentation happens during the discovery phase, not post-migration.

Connected integrations with Slack, Microsoft Teams, and other third-party services are configured at the platform level and cannot be migrated. We document the full list of active integrations during discovery, including connection type, credentials stored, and configured triggers. A reconnection checklist is provided with step-by-step instructions for each integration to be manually reconfigured in Gorgias. This is a manual step but does not block the core ticket and KB data migration.

Historical reporting metrics from Capacity, including CSAT scores, first response time aggregates, and resolution time data, are extracted where available via export. These metrics migrate as reference data attached to the relevant records. Native Gorgias dashboards do not import from Capacity; we recommend rebuilding key reports in Gorgias reporting using the migrated data as a starting point. Advanced analytics requiring Capacity's reporting engine are flagged for manual reconstruction in Gorgias or a connected BI tool.