Migrate from Dynamics 365 Customer Service to Gorgias

Dynamics 365 CE Contact records map to Gorgias Customer objects. Email address serves as the primary dedupe key. We preserve the full name split (first_name, last_name), email, phone, and address fields. Any parent Account linkage in Dynamics 365 is recorded as a tag on the Customer record since Gorgias Customers are not inherently linked to a separate Account object. If the source org uses Contact-level custom fields, we create matching custom fields on the Gorgias Customer object before migration.

Dynamics 365 Account records map to Gorgias Customers. Since Gorgias does not have a separate Account object, the Account name becomes the Customer's name or company field, and the Account's industry, website, and address fields map to custom fields on the Customer. Cases originally linked to an Account in Dynamics 365 resolve to the Customer record in Gorgias. If the source organisation uses Account-level custom fields, these migrate as Customer custom fields with a naming prefix indicating their original Account scope.

Dynamics 365 Case records map to Gorgias Tickets. The Case title (title) maps to Ticket subject, Case status maps to Gorgias Ticket status (open, pending, resolved, closed), Case priority maps to Ticket priority (low, medium, high, urgent), and the created-on and modified-on timestamps preserve. The primary Customer lookup resolves via email match against the migrated Contact/Account Customer record. Channel detection maps the Dynamics 365 Communication Origination (email, phone, chat) to Gorgias channel metadata.

Dynamics 365 Activities linked to a Case via regardingobjectid migrate as Ticket replies (for Email and Phone Call) or internal Ticket notes (for Task and Appointment). Each Activity party's email address resolves to the matching Gorgias Customer. The activity timestamp preserves as the ticket reply or note timestamp. Activities that are not linked to a Case are inventoried separately and migrate as standalone Ticket notes or are excluded based on the agreed migration scope.

Dynamics 365 Knowledge Articles map to Gorgias Help Center articles. Article title and body (rich text) migrate, article status (draft, published, archived) maps to Gorgias publication status, and the article category or topic taxonomy migrates as Gorgias categories and tags. Article versioning is flattened to the most recent published version unless the destination requires version preservation, in which case we create one article per version with a version suffix in the title. Language variants are handled as separate article records with language tags.

Dynamics 365 Queues (holding Cases and Activities awaiting assignment) map to Gorgias Teams. Queue members migrate as Team members by email match. Queue-level routing rules and visibility configurations do not have a direct Gorgias equivalent; we document the routing logic for the customer's admin to configure Gorgias team-level permissions and inbox routing manually post-migration. Unified Routing decision tables (Enterprise feature) are excluded from migration entirely.

Dynamics 365 Entitlements (support contracts with allocated hours, case counts, and channel restrictions) do not have a native Gorgias equivalent object. We migrate the Entitlement terms as a custom Customer field (entitlement_type, entitlement_hours_remaining, entitlement_expiry_date) and tag the associated Customer records with the entitlement name. If the customer has active entitlement-based routing or SLA triggers in Dynamics 365, we document these as Gorgias macro triggers and response-time rules for the admin to configure post-migration.

Dynamics 365 SLA definitions (first response time, resolution time, business hours, pause conditions, warning thresholds) do not have a direct Gorgias equivalent. We extract the SLA name, applicable entity, and KPI targets (response and resolution in hours or business hours) and document them as a written specification for Gorgias response-time rules. Active SLA instances on open Cases migrate as a tag on the corresponding Gorgias Ticket (sla_tier or support_tier). The customer configures Gorgias response-time rules to match their contracted SLAs post-migration.

Customers extending the Dynamics 365 data model with custom Dataverse tables and columns migrate to Gorgias custom fields on Ticket or Customer. We inventory the source schema during discovery, map each custom field by name and data type (text, number, date, boolean, option set), create the matching custom fields in Gorgias, and migrate values. Option-set values from Dataverse become Gorgias dropdown options. Lookup relationships across custom tables require careful resolution if both sides of the lookup are being migrated.

Attachments stored on the Dataverse annotation table (Notes) and linked to Cases migrate as ticket attachments in Gorgias. Files are retrieved from the source, uploaded to Gorgias via the REST API, and linked to the corresponding ticket. Large files are chunked; we respect Gorgias's attachment size limits per the API documentation. Inline images within Note body text are extracted and re-uploaded separately if the destination renders them differently.

Dynamics 365 Omnichannel session transcripts and message records linked to Cases migrate as the ticket message thread in Gorgias. We export the conversation text, participant, timestamp, and channel type. Channel-specific assets (voice recordings, chat files, social media attachments) that reference external storage are flagged in a separate report for re-linking or re-upload since Gorgias handles attachments natively and may not support all channel-specific file formats.

Microsoft Customer Voice survey responses linked to Cases migrate as tags on the corresponding Gorgias Ticket with the survey name and a score field if available. Survey definitions (question sets, branching logic, and scoring models) do not migrate; Customer Voice is a Microsoft-specific product. We deliver a written survey inventory so the customer can recreate equivalent satisfaction surveys in Gorgias's native feedback tools or a third-party replacement.