Migrate from ConSol*CM to Gorgias

ConSol*CM Requests map to Gorgias Tickets as the primary ticket object. We extract all Request fields including status, priority, channel, external ID, and any custom field group values via the ConSol*CM REST API. In Gorgias, custom fields are typed (string, boolean, number, date) and scoped to Ticket or Customer. We create Ticket-scoped custom fields in Gorgias for any ConSol*CM custom field group fields before import. Request conversation threads migrate as Gorgias message records with author attribution and timestamp preserved. ConSol*CM Request IDs are stored in the Gorgias ticket external_id field for audit traceability.

ConSol*CM Contacts map to Gorgias Customers. ConSol*CM's extensible Contact model with custom field groups requires explicit field-by-field mapping to Gorgias custom fields scoped to the Customer type. We extract the ConSol*CM field group configuration from the system documentation export and create equivalent typed custom fields in Gorgias before migration. The Contact's email address is the primary dedupe key; any duplicate emails found during profiling are flagged for customer resolution before import.

ConSol*CM Conversations linked to Requests export as message threads in Gorgias. We preserve the original timestamp, author attribution (agent vs customer), message body, and any internal note flags via Gorgias message metadata. Attachments download from ConSol*CM and re-upload to the associated Gorgias message record, with filename deduplication handling any conflicts. The full conversation timeline ordering is maintained by setting each message's timestamp to the original ConSol*CM value.

ConSol*CM Resources (internal staff entities) map to Gorgias Agents. We resolve Resources by email match against the Gorgias user table. Any Resource without a matching Gorgias Agent goes to a reconciliation queue for the customer to provision before record import resumes. Agent assignment on Tickets migrates by resolving the ConSol*CM Resource ID to the corresponding Gorgias Agent user ID via the email lookup.

Tags on ConSol*CM Requests and Contacts export as flat lists and map to Gorgias Tags. We map tag names directly and flag any naming conflicts during the import dry-run, such as duplicate tags with different capitalization or spacing. Tags used for ticket categorization in ConSol*CM retain their purpose in Gorgias for filtering and reporting.

ConSol*CM team structures map to Gorgias Teams. We preserve team-to-agent assignments and map the team hierarchy to Gorgias team structure. If ConSol*CM teams represent organizational units beyond simple routing groups, we flag any permission model differences that affect ticket visibility in Gorgias.

File attachments associated with ConSol*CM Requests and Contacts are downloaded via the REST API and re-uploaded to the corresponding Gorgias Ticket or Customer record. We handle filename deduplication (appending a numeric suffix for duplicates) and verify that attachment sizes do not exceed Gorgias file size limits. Inline images embedded in message bodies migrate as separate ContentDocument records attached to the parent message.

Knowledge base articles from ConSol*CM export with article content and metadata. The ConSol*CM KB category hierarchy requires manual mapping to Gorgias Help Center categories because the structural models differ. We extract article content as HTML, create the corresponding category structure in Gorgias, and import articles in dependency order (parent categories before child articles) to preserve the hierarchy. Article author and publication date migrate as metadata fields in Gorgias.

ConSol*CM custom field groups define extensible property sets on Contact and Request objects. These are not machine-readable from the API and require manual extraction from the ConSol*CM system documentation export. We enumerate every non-standard field, determine its data type, create a typed custom field in Gorgias (scoped to Ticket or Customer based on the ConSol*CM field group assignment), and document the mapping for customer sign-off before migration. Fields with picklist values in ConSol*CM map to Gorgias dropdown or multi-select fields.

ConSol*CM version 6.17.1 extended the REST API to search for records where specific data fields have no value set. We use this during the profiling phase to identify records with incomplete field data and flag them for customer review. Null-valued custom fields in ConSol*CM are not created in Gorgias on the migrated record unless the field is marked as required in the destination schema; we document any null-handling decisions for customer approval.

ConSol*CM's system documentation feature exports configuration to a file, including custom object definitions, field definitions, and workflow settings. We review this export during discovery to understand the full schema, custom objects, and any non-standard configurations. The configuration export does not include workflow logic or field group details in machine-readable form; we use it as a reference alongside manual field enumeration to build the complete migration scope.

ConSol*CM workflows using Process Designer activities, conditions, and decision branches are not API-exportable. We extract the system configuration documentation to manually document workflow logic: trigger conditions, activity sequences, decision branches, and output actions. We deliver this as a written inventory with each workflow mapped to a recommended Gorgias Automate equivalent (rule trigger, condition, action). The customer's admin rebuilds the workflows in Gorgias Automate post-migration as this work is outside migration scope.