Migrate from ConnectWise PSA to Gorgias

ConnectWise PSA companies map directly to Gorgias customers. Company name, primary address, phone, and website transfer as customer base fields. Multi-location companies in ConnectWise collapse to the primary address in Gorgias; secondary sites surfaced as a custom text field for reference.

ConnectWise PSA contacts attach to companies with N:N relationships — a single contact can link to multiple companies. Gorgias customers support one primary email and basic contact info. We map the primary contact per company to the Gorgias customer record; additional contacts attached as custom fields in structured format.

ConnectWise PSA service tickets map 1:1 to Gorgias tickets. Ticket summary, priority, status, and all message threads (customer emails, technician notes, internal communications) transfer with original timestamps preserved. Source ticket number stored as custom field for historical reference. The mapping preserves all conversation context so agents can review the full support history without switching between platforms.

ConnectWise internal notes and time entries on tickets migrate as Gorgias ticket messages with a [Internal] prefix and the original creator's name. Time-entry duration is appended to the message body so agents see effort history inline with the conversation. This preserves the complete audit trail of internal deliberations and work performed on each ticket, maintaining transparency for teams that rely on historical context when handling follow-up requests.

ConnectWise PSA members map to Gorgias agents. Name, email, and active/inactive status transfer. ConnectWise team/group assignments map to Gorgias team groupings. Hourly cost rates and certification records do not have a Gorgias equivalent — preserved as custom fields on the agent record.

ConnectWise PSA configurations track client hardware, software, and network devices. Gorgias has no native asset management. We migrate key configuration data (name, type, serial number, status) as a structured custom field on the associated customer record. Full asset tracking must be rebuilt in a dedicated CMDB or handled via Gorgias integrations.

ConnectWise PSA projects have tasks, milestones, phases, and billable time tied to the project record. Gorgias has no project object. We migrate active projects as a series of linked tickets tagged with the project name and phase — project-level billing summary stored as a custom field on the first ticket in the group.

ConnectWise PSA agreements define service tiers, billing frequency, and included service units. Gorgias has no agreement or contract object. Agreement name, type, start/end dates, and included hours/units migrate as structured custom fields on the customer for reference and manual billing setup.

ConnectWise PSA SLA schedules define response and resolution windows tied to service boards and agreement levels. Gorgias Rules support routing and assignment but not time-based SLA enforcement. SLA schedule names and target hours migrate as custom fields on tickets — teams must configure Gorgias SLAs manually or use a third-party SLA enforcement app.

ConnectWise PSA products and service items track billing rates, cost, and description. Gorgias does not have a product catalog. Product names linked to tickets migrate as multi-select custom fields for reference on billing-related tickets. This ensures that product context remains attached to relevant tickets even though the full product entity structure cannot be replicated in Gorgias's simpler data model.

ConnectWise PSA service boards define ticket queues with their own workflows and assignment rules. Gorgias Views filter tickets by status, assignee, tag, or channel. We map each ConnectWise board to a corresponding Gorgias View with matching filter criteria so agents see the same queue structure they relied on.

ConnectWise PSA custom fields on any object (company, contact, ticket) migrate to Gorgias custom fields on the equivalent object. Field type mapping: string→text, number→number, date→date, select→select, multi-select→multi-select. Pick-list values map value-by-value to preserve data integrity. All custom field definitions including labels, types, and available options are recreated in Gorgias to ensure the migrated data displays correctly in reports and agent interfaces.

Files attached to ConnectWise PSA tickets (screenshots, documents, logs) migrate as attachments on the corresponding Gorgias ticket. File size limits apply per Gorgias constraints. We re-upload attachments to Gorgias's storage with original filenames preserved. The attachment migration maintains file integrity through checksum verification and preserves all media in its original format for uninterrupted access by support agents.