Migrate from ClearFeed to Gorgias

ClearFeed Tickets map to Gorgias Tickets. The ClearFeed ticket ID (CF-12345 format) is preserved as a custom external_id field on the Gorgias ticket for cross-reference. We reconstruct the Slack thread as a chronological sequence of ticket messages in Gorgias, mapping each Slack message to a Gorgias message entry with sender, timestamp, and content preserved. Internal notes (marked with the lock emoji in ClearFeed) map to Gorgias internal notes on the ticket.

ClearFeed Collections (grouping mechanism by product, team, or region) split into Gorgias Tags and Teams. We use Collection membership to populate Tags on each migrated ticket, and resolve Collection ownership or access scope to the appropriate Gorgias Team. If the customer uses Collections primarily for routing, we document the routing logic as a Gorgias Rule candidate for the admin to rebuild.

Standard ClearFeed custom fields (string, number, boolean, date) map directly to Gorgias custom fields of the equivalent type. AI Fields (populated by ClearFeed's OpenAI-backed extraction) are preserved as custom field values but are flagged in the migration manifest as AI-generated. Gorgias does not have an equivalent AI extraction layer, so the extracted values land as static data rather than live-computed fields. The customer's admin may choose to reconfigure AI extraction in Gorgias via a third-party AI integration.

ClearFeed Agents map to Gorgias Agents by email match. We preserve display name and role metadata, but role and permission hierarchies differ between the two platforms. We create a role mapping during scoping to align ClearFeed role levels (Admin, Agent, Viewer) to Gorgias permission levels. Any ClearFeed Agent without a matching Gorgias Agent email goes to a reconciliation queue for the customer's admin to provision before record import.

Each ClearFeed ticket carries a full Slack conversation thread. We extract all external messages, internal notes (lock emoji), and system-generated entries as chronological message entries on the corresponding Gorgias ticket. The original Slack thread URL is preserved as a custom external_url field on the ticket for audit reference. Message ordering is preserved by setting the Gorgias message timestamp to the original Slack message timestamp.

ClearFeed Tags on tickets map directly to Gorgias Tags. We preserve the tag array from each ticket record and apply all tags to the corresponding Gorgias ticket during import. Tag naming conventions are preserved as-is without transformation.

ClearFeed Request Channels (Slack channels where incoming requests are captured) are preserved as metadata on each ticket. The channel name and Slack workspace reference are stored in a custom external_channel field on the Gorgias ticket. This metadata is informational and does not create a live Slack integration in Gorgias; the customer's admin configures channel integrations separately in Gorgias Settings.

SLA configurations on Internal Helpdesk and External Helpdesk plans migrate to Gorgias SLA Policies on the Advanced and Enterprise tiers. However, customers on the ClearFeed Integrations Edition do not have SLA data in ClearFeed — SLA ownership sits with the connected external ticketing system. We flag this gap during scoping and recommend sourcing SLA history from the connected platform if SLA continuity is required. We do not create SLA Policies in Gorgias for Integrations Edition migrations without explicit customer confirmation of data availability.

ClearFeed Forms capture structured request data and auto-fill ticket fields. We export form definitions as a schema document and map form field values to Gorgias custom fields on the ticket. Form structure itself (the intake form UI) does not migrate; we document the form field mappings so the customer's admin can recreate the intake logic as a Gorgias customer portal form or external web form.

ClearFeed Automations (SLA alerts, escalations, out-of-office responses, dynamic routing) are documented but not migrated as code. We deliver a written inventory of each active automation with its trigger conditions, actions, and recommended Gorgias Rule equivalent. Rules in Gorgias (available from Basic tier) cover trigger-action automations, while macros handle canned response sequences. The customer's admin rebuilds automations post-migration.

ClearFeed AI Agents automate FAQ responses and connect to tools like Okta, Jira, and HubSpot. AI Agent configurations are platform-specific and cannot be directly migrated. We document the connected tools, trigger conditions, and response logic as a handoff artifact for the customer's admin to evaluate against Gorgias's native AI Agent (available on Basic and above at $0.90-$1.00 per resolved conversation). The customer may need to reconfigure Okta, Jira, or HubSpot connections in Gorgias Settings.

ClearFeed bi-directional sync links (Zendesk, Jira, JSM, ClickUp, Linear, GitHub, Intercom, Salesforce, HubSpot) are exported as configuration metadata. We do not replicate live sync links in Gorgias. Each connected system requires a fresh integration setup in Gorgias Settings. We provide a connection checklist mapping each source integration to its Gorgias equivalent so the admin can re-establish integrations post-migration without losing connectivity.