Migrate from Drag to Gorgias

Every Drag Conversation (a Gmail thread surfaced through Drag's layer) maps directly to a Gorgias Ticket. We extract the full thread history including all replies, timestamps, sender, recipient, subject, and message bodies. The Gorgias Ticket channel is set to 'email'. Thread integrity is preserved by aggregating all message records under a single ticket. Note that Drag has no API; extraction requires customer-coordinated CSV exports at agreed milestones, extending the migration window versus API-based sources.

Drag Kanban stages (e.g., To-Do, In Progress, Waiting, Done) map to Gorgias Ticket status values or Tags depending on the customer's chosen categorization model. We use the board and stage metadata from CSV exports to set the initial ticket status during import. Stage probability and SLA timing from Drag have no equivalent in Gorgias and are documented as configuration to rebuild in Gorgias Rules if needed.

Drag Agents (team members assigned to conversations) map to Gorgias Agents by email address match. Display name, email, and team membership transfer. Agent performance metrics such as average response time are not available in Drag's export and do not migrate. Any Agent without a matching email in the Gorgias destination is placed in a reconciliation queue for the customer's admin to provision before import resumes.

Drag Tags are flat labels applied to conversations for categorization. Multiple tags per conversation are fully supported and migrate as Gorgias Tag records attached to each Ticket. We preserve the full tag assignment set at the individual ticket level. Drag tags that represent priority, customer tier, or issue type can be mapped to Gorgias ticket fields during import if the customer prefers structured data over tag-based filtering.

Drag does not maintain a standalone contact database. Contact information is extracted from Gmail thread senders and recipients at migration time. We deduplicate by email address to create unique Gorgias Customer records, preserving name and email as primary properties. Customer properties such as purchase history, lifetime value, or previous ticket context are not available in Drag and must be re-enriched post-migration through Gorgias' Shopify or e-commerce integrations if applicable.

Drag Canned Responses (shared reply templates available on Professional and Enterprise tiers) map to Gorgias Macros. We extract template body text and shortcut triggers. Conditional logic, personalization tokens, and dynamic field insertion in Drag templates may not map 1:1 to Gorgias macro syntax and require manual review post-import. Drag's macro trigger format differs from Gorgias' macro conditions; we document the equivalent for the customer's admin.

Files attached to Drag email threads are downloaded during export and re-attached to the corresponding Gorgias Ticket message. Large attachments (over 25 MB) may require separate storage provisioning or a link-based approach depending on Gorgias' attachment handling at the destination plan tier.

Drag Boards (Kanban workspace containers) are used as mapping metadata rather than imported as structural objects. We use board membership to assign tags or ticket views in Gorgias that reflect the customer's original workspace organization. Multiple-board customers must confirm which board layout takes priority when a conversation belongs to more than one board, since Gorgias tickets exist in a flat queue with tag-based segmentation.

Drag Teams (groupings of agents) map to Gorgias Teams. Team membership and agent assignments transfer. Team-based routing rules in Drag do not export and must be rebuilt as Gorgias Rules with team conditions post-migration.

Drag automations (auto-assignment, auto-tagging, SLA routing) are configured exclusively through the UI and are not accessible via any documented API. These cannot be migrated. We deliver a written inventory of every active Drag automation with its trigger, conditions, and actions, plus a recommended Gorgias Rule equivalent for the customer's admin to rebuild. This is a commonly underestimated post-migration task.

Drag's free and lower paid tiers do not expose a custom fields API. Any per-conversation structured data outside of tags, assignee, and stage is not programmatically accessible. If the customer used Enterprise-tier custom fields, we extract what is available from CSV and map to Gorgias Ticket Fields, but CSV field names must be manually mapped during scoping.

Drag integrates with Gmail, Google Workspace, Slack, and calendar tools. Integration configuration does not migrate. We document the existing integration stack during discovery so the customer's admin can reconfigure equivalent connections in Gorgias, particularly the Shopify or e-commerce store integration if applicable.