Migrate from FocalScope to Gorgias

FocalScope Tickets map to Gorgias Tickets with the full email thread history, internal notes, and status preserved. The FocalScope ticket number becomes the external_id field in Gorgias for cross-referencing. We import ticket attachments separately and re-associate them using Gorgias' attachment handling. Ticket priority (Normal, High, Urgent) maps to Gorgias priority values. Any FocalScope Categories assigned to the ticket become Gorgias tags or custom fields depending on whether the Category uses dynamic or static values.

FocalScope Contacts map to Gorgias Customers. Email, phone, name, and language fields migrate directly. Any FocalScope Contact custom fields map to Gorgias Customer custom fields, which we pre-create in the destination workspace before import. The customer's email address serves as the primary dedupe key.

FocalScope Agents map to Gorgias Agents by email match. Agent names, emails, and active/inactive status transfer directly. We extract any FocalScope agent-to-queue assignments and reproduce them in Gorgias as team memberships. If a FocalScope agent email does not have a corresponding Gorgias agent account, we hold those tickets in a reconciliation queue for the customer's admin to provision the account before record import completes.

FocalScope Queues define ticket routing, maximum agent limits, and queue-level SLA policies. In Gorgias, we reproduce queue-based routing by creating Teams (matching the FocalScope queue name) and configuring Rules that assign incoming tickets to the appropriate Team based on channel, subject, or custom field conditions. Queue workload limits do not have a direct Gorgias equivalent; we document the original limits for the customer's admin to enforce manually or via a Gorgias Rule.

FocalScope Standard Responses (canned reply templates scoped to queues or categories) map to Gorgias Macros. The template body, variable placeholders, and queue/category scope all transfer. Macro variables in FocalScope (such as {{customer.name}} or {{ticket.id}}) are translated to Gorgias variable syntax ({{ticket.customer.name}}). We flag any Standard Response that references FocalScope-specific fields or Categories that may not exist in the Gorgias workspace as template arguments requiring admin review.

FocalScope Categories serve as custom fields on tickets and can use dynamic values (skip-prompt) or static value lists. Dynamic-value Categories (documented in FocalScope's KB for use with SOAP reports) map to Gorgias text custom fields on the Ticket object. Static-value Categories with controlled vocabularies map to Gorgias multi-select or single-select picklist custom fields. We create the custom field schema in Gorgias before ticket import, preserving the Category name and value set. If Categories are used primarily for segmentation rather than routing, we offer tag-based migration as a lighter alternative.

FocalScope Channels (Email, Voice, Live Chat, Facebook, WhatsApp, Telegram, SMS) each create tickets with distinct metadata and routing behaviors. Voice tickets include call logs and recording references. We preserve the channel origin on each migrated ticket using Gorgias' channel field and add a custom field (src_channel__c) to preserve the original FocalScope channel name for reporting continuity. WhatsApp and Telegram tickets migrate as messages and comments on the ticket, with channel metadata preserved.

FocalScope SLA Policies define response and resolution time windows tied to ticket priority or queue. These are configuration records, not data records. We extract the full SLA policy definitions (priority thresholds, time windows, escalation actions) and deliver them as a written inventory document. The customer's admin rebuilds them in Gorgias using Rules and timetriggered automations or the Gorgias Automate add-on. SLA performance data (wallboard metrics) does not migrate as data because Gorgias uses a different reporting schema.

File attachments stored within FocalScope tickets are extracted during the migration export phase and re-associated in Gorgias using the available attachment handling on the Ticket object. We map attachments by ticket external_id (the FocalScope ticket number) to ensure each file lands on the correct Gorgias ticket. Inline images embedded in email thread messages are handled separately as content documents.

FocalScope Knowledge Base articles and their category assignments are exported and migrated to Gorgias Help Center articles. We preserve article title, body content, category assignments, and publication status. Article URL slugs are recreated in Gorgias format. Links between articles and FocalScope ticket categories are not preserved automatically; we flag these for the customer's admin to reconnect through Gorgias' article-tag-to-ticket-tag linkage.

FocalScope reports with their metrics, filters, and output formats cannot transfer 1:1 to Gorgias because Gorgias uses a different reporting data model. We export the report data as structured CSV or Excel from FocalScope (FocalScope supports direct export to server, NAS, or FTP storage) and deliver it alongside a written inventory of report definitions. The customer's admin rebuilds the equivalent reports in Gorgias using the Support Performance Statistics and Live Statistics dashboards.

FocalScope Voice tickets include call logs with duration, disposition, and recording URL references. We extract call metadata and import it as a private comment on the corresponding Gorgias ticket, tagging the entry with a call_log__c type indicator and including duration and disposition. Call recording URLs are stored as a text field; the actual recordings do not migrate unless they are stored as accessible file URLs that can be re-hosted.