Migrate from Faveo Help Desk to Gorgias

Faveo Tickets map to Gorgias Tickets with the conversation thread preserved as message entries. We map Faveo ticket status (Open, Pending, Resolved, Closed), priority (Low, Normal, High, Urgent), and assignee (agent) to their Gorgias equivalents. The original Faveo ticket ID is stored in an external_id field on the Gorgias ticket for traceability. If the source Faveo instance is self-hosted, we export the full ticket database including attachments and thread history via database dump or API; for cloud-hosted Faveo we use the OAuth2 v3 API with batched pagination.

Faveo Customers (requesters) map to Gorgias Customers with name, email, phone, and language preserved. Faveo custom user fields attached to the customer profile map to Gorgias customer properties. The customer's timezone, note, and customer type fields migrate as Gorgias metadata fields. We use email as the dedupe key to avoid duplicate customer records when importing from Faveo.

Faveo Agents map to Gorgias Agents with profile, role assignment (admin vs agent), and skill-based routing configuration preserved. We resolve agents by email match during migration. Any Faveo Agent without a matching Gorgias user account is held in a reconciliation queue for the customer's admin to provision before record import resumes. Inactive Faveo agents are migrated as inactive Gorgias users.

Faveo Organizations group customers by company and store org-level custom fields. Gorgias does not have a native Organization object; instead, customers can have an organization name field. We map Faveo Organizations to the Gorgias customer organization field, and any org-level custom fields map to Gorgias customer properties on the primary contact record. Multi-contact organizations are documented as a note in the migration report for the customer to manage post-migration.

Faveo Labels use the v3/api/label endpoint and support color-and-order metadata. Gorgias Tags are flat string tags without color metadata. We extract all Faveo labels and map them to Gorgias tags by label name, dropping color metadata. The customer's admin can apply color tags in Gorgias manually post-migration if needed. Label ordering (sort priority) is not preserved as Gorgias does not support ordered tags natively.

Faveo SLA policies store names, response/resolution times, matchers (all/any), and escalation rules via the v3/api/get-enforcer/sla/{slaId} endpoint. Gorgias does not have a native SLA management object in the same data model sense; SLA enforcement is handled through Rules and timers. We capture the full SLA configuration and deliver it as a written reference document that maps each Faveo SLA to a recommended Gorgias Rule with time-based triggers. The customer's admin rebuilds SLA breach thresholds and escalation rules manually in Gorgias Rules.

Faveo shared custom ticket fields (dropdown, text, date, number types) are exposed via the Internal API and require admin authentication. We enumerate all shared fields and their types, then map them to Gorgias customer or ticket properties depending on whether the field is associated with the requester profile or the ticket. Custom Ticket Sections in Faveo (which group fields into logical admin-panel sections) are flattened; the section hierarchy does not exist in Gorgias and each field migrates as an independent property.

Faveo Workflows define ticket automation rules (auto-assignment, status changes, SLA triggers) stored as condition-action pairs in the database. There is no documented export format for these rules. We capture the full workflow logic and deliver it as a written reference document that maps each Faveo Workflow to a recommended Gorgias Rule or Flows configuration. The customer's admin rebuilds the automation rules manually. Active/inactive status for each workflow is documented for rebuild prioritization.

Faveo KB articles with categories and optional publish status map to Gorgias Help Center articles. We migrate article content, category assignments, and status flags. Formatting and embedded media may require post-migration review and re-embedding because Gorgias uses its own rich text format. Article author and last-modified timestamps are preserved as Gorgias metadata.

Faveo Canned Responses (pre-written reply templates stored per-agent or globally) map to Gorgias Macros. We extract the template body and usage scope, then map them to Gorgias saved replies. Most Gorgias Macros, including standard actions and predefined responses, are migrated automatically when using the Help Desk Migration tool, but our API-based approach allows for custom macro-to-rule transformations when Faveo canned responses contain dynamic variable syntax.

Ticket attachments in Faveo are stored in the file system alongside database records. For self-hosted Faveo instances, we archive the Faveo files directory, re-upload each attachment blob to Gorgias storage, and relink them to the correct conversation message using the attachment URL field. For cloud-hosted Faveo, attachments are downloaded via the API response and re-uploaded to Gorgias. Attachment file type, size, and uploader metadata are preserved. Large attachment volumes (over 50 GB total) require pre-migration bandwidth and storage assessment.

Faveo engagement records (call logs, email threads, meeting records, tasks) attach to tickets as threaded messages. We map these to Gorgias ticket message entries in chronological order. Call duration and disposition notes from Faveo map to Gorgias message metadata. The original Faveo engagement timestamp is preserved on each message for timeline accuracy. Note-type engagements in Faveo migrate as Gorgias internal ticket notes.