Migrate from Fernand to Gorgias

Fernand Conversations map to Gorgias Tickets. The conversation subject becomes the ticket subject. Conversation status (open, pending, resolved, closed) maps to Gorgias ticket status values. Priority and assignee from Fernand carry over as ticket priority and agent assignment. The original Fernand conversation ID is stored in an external_id field for reconciliation. Channel type (email, chat) from Fernand's channel field maps to Gorgias's channel field on the ticket.

Each Fernand Reply within a Conversation maps to a Gorgias Message on the corresponding Ticket. The reply body, author (agent name and email), creation timestamp, and internal/external flag migrate. If the reply was generated by Fernand's AI drafting feature, the message author reflects the original agent who sent or saved the draft. Message ordering is preserved by created_at timestamp within the ticket thread.

Fernand Customers map directly to Gorgias Customers. The customer email address serves as the primary deduplication key during import. Name, email, and any custom properties migrate to Gorgias Customer fields. Custom property types (string, boolean, number) map to Gorgias custom field types (text, boolean, number) on the Customer object. If Fernand stores phone or language, those map to the corresponding Gorgias Customer fields.

Fernand Custom Data consists of two parts: the API endpoint configuration (URL, headers, auth) and the fetched payload per conversation. We export the fetched payload as static ticket data, stored in a Gorgias custom text field per conversation. The original endpoint URL and header configuration are documented in the migration handoff report. The team recreates the data fetch logic in Gorgias using a Rules action that calls the external API or uses a webhook-based approach. This is a manual rebuild, not an automated migration.

Fernand active users (those who can reply to customers) map to Gorgias Agents. We resolve by email match. Passive collaborators without a Gorgias agent equivalent are documented in the handoff with a recommendation to provision them as agents or tag them in the customer record. Agent role and permission level from Fernand do not have a direct equivalent in Gorgias without manual configuration post-migration.

Fernand conversation tags migrate as Gorgias Ticket Tags. Tag names and counts are preserved. Tag usage frequency is noted in the handoff report. If the team uses tags for routing or priority logic, the Gorgias Rules equivalents are documented in the automation rebuild section.

Fernand GitHub integration links (issue URL, issue number, current status) migrate as static text fields on the Gorgias Ticket. The live auto-reopen behavior (Fernand reopening a conversation when a GitHub issue changes state) does not replicate because Gorgias has no native GitHub sync. We document the linked issue URLs so the team can manually reference them or build a Gorgias Rule using a GitHub webhook for equivalent behavior.

Linear integration links migrate as static text fields on the Gorgias Ticket, similar to GitHub links. The Linear issue reference and any linked team or project context are stored. The auto-reopen behavior does not carry over. We document the linked Linear issues for manual reference.

File attachments on Fernand conversations and replies are downloaded and re-uploaded to the corresponding Gorgias Ticket Message. Original filenames and MIME types are preserved. Image attachments sent via the customer widget are included. We verify attachment integrity by comparing file hash before and after upload.

Fernand channel type (email, chat) per conversation maps to Gorgias channel field on the Ticket. Email conversations migrate with full email thread context. Chat conversations migrate the message history as Messages on the ticket. Any channel types in Fernand that have no Gorgias equivalent are documented with a recommendation for the nearest channel mapping.

Fernand's Stripe integration provides payment context per conversation. Gorgias provides native Shopify order context natively, including order status, line items, and fulfillment state. For teams migrating from Stripe on Fernand to Shopify on Gorgias, we document the original Stripe payment references as a ticket custom field. If the team continues using Stripe without Shopify, the payment context is stored as a static field and the team can explore Gorgias's webhook Rules for future payment-status-triggered routing.

Fernand AI-generated draft replies are included where the API exposes them. These migrate as Messages on the ticket with the original agent authorship reflected (since the draft was associated with a specific agent before sending). The AI generation context is not preserved as a separate flag. Gorgias AI features (Gorgias AI Agent, automated responses) are configured separately post-migration.