Migrate from DoneDone to Gorgias

DoneDone Issues map to Gorgias Tickets as the primary record. Issue title becomes Ticket subject; Issue description becomes Ticket messages (as an initial internal note or first customer message depending on whether the issue originated from a customer channel). Status maps from the DoneDone Workflow Status to a Gorgias ticket status value that we configure during migration. Priority maps from DoneDone priority (Low, Medium, High, Critical) to Gorgias priority (Low, Normal, High, Urgent). The original DoneDone Issue ID is preserved in a custom field donedone_issue_id__c on the Ticket for audit traceability.

DoneDone Projects do not have a direct Gorgias equivalent — Gorgias organizes tickets by customer and channel rather than by project bucket. We map each distinct DoneDone Project to a Gorgias Tag (e.g., donedone_project_[name]) that the customer applies to tickets during or after migration. Alternatively, for customers with a small number of high-priority projects, we create Rule conditions in Gorgias that route incoming tickets to specific teams or views based on tag or subject pattern. The customer chooses the strategy during scoping.

Each DoneDone Workflow defines an ordered list of Status values with permitted transitions. We enumerate every distinct Workflow across all DoneDone Projects during discovery (DoneDone allows each Project to define its own Workflow independently, so long-running accounts may have 5-30 distinct Workflows). Each Workflow status maps to a Gorgias ticket status value. If multiple Workflows share status names (e.g., Open, In Progress, Closed), we consolidate them to a single status set in Gorgias to avoid confusion. Customers with non-standard status sets must confirm the consolidation strategy before migration.

DoneDone Status values (ordered steps within a Workflow, each with a name, color, and position index) map to Gorgias ticket status values. The sequence order is preserved. Color assignments are remapped to Gorgias's palette during migration. If a DoneDone status name has no intuitive Gorgias equivalent (e.g., Tester Passed in a software QA context), we confirm the mapping with the customer during scoping.

DoneDone Tags are flat labels applied to Issues across Projects with no hierarchy or categories. They migrate as a flat string array and land in Gorgias as Tags on the Ticket. DoneDone does not support tag hierarchy, so there is no category-level mapping required. Tags that represent customer-facing labels are distinguished from internal classification tags during scoping so that only appropriate tags appear in Gorgias customer-facing views.

DoneDone Saved Replies are template text snippets agents use to respond quickly to recurring ticket types. Gorgias has a Macros system (template responses with variables like order status, shipping date, customer name) that serves a similar purpose but uses a different data model with conditional logic and variable substitution. We cannot migrate Saved Replies as code. We export the full Saved Replies library (name, content, usage count) as a structured JSON inventory and deliver it to the customer. A Gorgias implementation specialist or the customer's admin rebuilds them as Macros post-migration using the inventory as a reference.

DoneDone distinguishes public customer-visible comments from private internal comments visible only to team members. We map private comments to Gorgias internal notes on the Ticket. This mapping is applied by default. Failure to make this distinction explicitly during migration risks exposing internal team discussions to end customers in Gorgias's shared customer view. We confirm the target internal-note field with the customer during the scoping call and flag any tickets that have only private comments (these require at least one customer-visible message to avoid appearing as blank tickets in Gorgias).

DoneDone Issues can reference other Issues as sub-tasks, blocks, or relates-to links. Gorgias does not have a native sub-task hierarchy on Tickets. We preserve the linked-issue IDs as a JSON array in a custom field donedone_linked_issues__c on the Ticket and, where possible, create cross-reference links in the ticket conversation as internal notes (e.g., 'Related DoneDone Issue: #1234'). Customers that rely on hierarchical parent-child task structures should plan a flat-view alternative in Gorgias or use a separate project management integration.

DoneDone Issues support a primary fixer (assignee) plus multiple watchers. Gorgias supports only a single assigned agent per ticket. We map the primary DoneDone fixer to the Gorgias Ticket assignee. The full watcher list (including the primary fixer) is preserved as a custom multi-select property on the Gorgias Customer record (e.g., donedone_watchers__c). Customers should verify that their Gorgias workflow does not rely on single-assignee semantics for routing or escalation rules that might silently ignore watcher context.

DoneDone attachments on Issues include file name, size, uploader, and a URL pointing to the Google Drive integration (the native file store). We download each attachment and re-upload it to Gorgias's file storage attached to the corresponding Ticket. Google Drive share links are preserved as a URL reference in a custom field if the file cannot be downloaded (e.g., due to Drive permission restrictions). Large attachment sets (over 2 GB combined) extend migration timeline and may be scoped as a separate attachment migration phase.

Every DoneDone Issue carries a timestamped history log of field changes (status transitions, assignee changes, priority changes, description edits). We export this as a chronological array of change events and replay it as internal notes on the Gorgias Ticket in the format '[timestamp] [field] changed from [old value] to [new value]'. This preserves the full edit audit trail within the ticket conversation thread.

DoneDone's Reports dashboard generates data on-demand from the issue history log rather than storing it as a discrete data object. No structured reporting records exist to export via API or CSV. We flag this as a data gap during scoping and advise the customer to export any needed SLA reports, velocity charts, or trend dashboards as PDFs or screenshots before migration cutover. Post-migration, the customer rebuilds reporting in Gorgias using Gorgias's Support Performance Statistics and Live Statistics views.