Migrate from eTicket to Gorgias

eTicket Tickets map to Gorgias Tickets with the status mapped from eTicket's status field to Gorgias Open or Closed. Any eTicket status values other than Open or Closed (Pending, On-Hold, Resolved) receive a pending or on_hold tag in Gorgias so that agents can filter using a saved View. We use Gorgias POST /tickets with channel=email or the source channel preserved from eTicket metadata. Created_at and updated_at timestamps migrate directly. Priority and source channel map from eTicket fields to Gorgias priority and channel.

eTicket Customer records map to Gorgias Customer using email as the primary dedupe key. Name, phone, company, and external_id migrate to the corresponding Gorgias Customer fields. If eTicket stores customer addresses, they migrate to the Customer address object in Gorgias. Shopify customer ID or other external identifiers migrate to the external_id field to preserve the link for order-context features in Gorgias.

eTicket Agents map to Gorgias Users. We resolve by email match. Agent name, role (admin, agent), and timezone migrate. Any eTicket agent without a matching Gorgias User goes to a reconciliation queue for the customer's admin to provision before record import. Agent availability and online status are not migrated because Gorgias sets these on login.

eTicket Teams map to Gorgias Teams. Team name and any team-level routing rules migrate. We assign the team_id on migrated tickets by resolving the original eTicket team assignment. If eTicket uses team-level SLAs, those do not migrate as Gorgias SLA Policies; we document the original SLA thresholds in the handoff inventory for the admin to configure in Gorgias.

eTicket conversation messages map to Gorgias Message records linked to the parent Ticket. We preserve message body, sender (agent or customer), timestamp, and channel. Threading order is preserved by setting the message sequence or created_at timestamp correctly. Private internal notes in eTicket map to Gorgias Messages with the private=true flag. Attachments stored on messages migrate as Gorgias message attachments using the attachments API.

eTicket file attachments migrate to Gorgias message attachments. We download the original file from eTicket (via export or direct URL), re-upload to Gorgias using the attachments upload endpoint, and link the returned attachment_id to the target Message. This differs from Gorgias native import tools that do not handle file attachments. Large attachments (>25 MB per Gorgias API limit) are noted in the scoping report for manual handling.

eTicket Tags migrate to Gorgias Tags. Tags applied at ticket level migrate as tags on the Gorgias Ticket. We preserve the tag string exactly so that any existing Gorgias Rules referencing those tag names continue to function after migration. Tags used for internal classification in eTicket that should not be visible to customers are flagged during scoping for migration as internal-only tags.

eTicket custom ticket fields require pre-creation in Gorgias before any ticket data inserts. We use the Gorgias POST /custom-fields endpoint with type=ticket, set the field name and data_type matching the eTicket field type (text, number, date, boolean, dropdown). Dropdown options in eTicket map to Gorgias dropdown options list. Multi-select eTicket fields map to Gorgias multi-select custom fields. Fields without a direct Gorgias equivalent are flagged in the scoping report and mapped to a text custom field with the original field name preserved in the field description.

eTicket Knowledge Base articles map to Gorgias Help Center Articles. We extract article title, body (HTML or Markdown), author, created_at, updated_at, and status (draft, published). If eTicket uses article categories, we map these to Gorgias Help Center categories. Published status maps to published; draft maps to draft. Article view counts and feedback ratings do not migrate because Gorgias Help Center does not expose these as importable fields.

eTicket article categories map to Gorgias Help Center categories. Category name, description, and sort order migrate. Articles are re-parented to the correct category during migration based on the original eTicket category assignment. If eTicket supports nested category hierarchies deeper than Gorgias supports, we flatten to the Gorgias maximum depth and document the original hierarchy in the handoff inventory.

eTicket SLA policies do not migrate as Gorgias SLA Policies because the threshold definitions and escalation rules differ between platforms. We deliver a written inventory of every eTicket SLA policy with its name, applicable ticket filters, first-response target, resolution target, and escalation steps. The customer's admin configures the Gorgias equivalent using Gorgias SLA Policies in the Rules section.

eTicket automations and rules do not migrate as Gorgias Rules. The two systems use different trigger models, condition syntax, and action types. We deliver a written inventory of every active eTicket automation with its trigger, conditions, actions, and recommended Gorgias Rule equivalent. The customer's admin rebuilds these in Gorgias Automation > Rules after migration.