Migrate from Foqal to Gorgias

Foqal Tickets map directly to Gorgias Ticket objects. The Foqal ticket ID becomes the Gorgias external_id field for cross-reference. Foqal status (open, pending, resolved, archived) maps to Gorgias Ticket status with the same semantic meaning. Priority, assignee reference, and timestamps (created_datetime, updated_datetime) migrate 1:1. We batch ticket creation in Gorgias using the REST API with parent Customer resolution before ticket import so that no ticket is orphaned on import.

Foqal conversation threads (each containing multiple messages attributed to agents and customers) map to Gorgias Ticket Message records. We reconstruct the thread chronology using Foqal's message timestamp ordering, inject each message in sequence into the corresponding Gorgias Ticket, and set the sender reference to the migrated agent or customer. Attachment references from Foqal migrate as attachment URLs; actual file binaries are exported from Foqal and re-uploaded to Gorgias where the file size limits allow.

Foqal agent records (name, email, role, team assignment) map to Gorgias user accounts. We match agents by email address during migration. If a Foqal agent email does not have a matching Gorgias user, we hold the mapping in a reconciliation queue and the customer provisions the Gorgias user before the migration phase begins. Agent role (admin, agent) maps to Gorgias permission_group; team assignment maps to Gorgias team membership.

Foqal Teams (agent groupings that own specific SLA policies and routing rules) map to Gorgias Teams. We create the destination Teams in Gorgias during schema setup before agent reassignment. Team-level SLA ownership from Foqal is captured in the SLA inventory document rather than migrated as live policies.

Foqal SLA configurations (TTFR targets, wait times, tier definitions for Enterprise/Premium/Free) are stored as settings that we export during discovery. These do not migrate as live Gorgias SLA policies because Gorgias SLA policies are defined differently (calendar-based, attached to Ticket priority or channel). We deliver a written inventory mapping each Foqal SLA tier to a recommended Gorgias SLA policy configuration, including first reply time, next response time, and resolution time targets per tier.

Foqal automation rules (routing logic, conditional assignment, SLA triggers) are config-level settings, not API-queryable data objects. The GraphQL API returns ApprovalRequest URNs but not full rule definitions. We export available rule definitions from the Foqal dashboard during discovery and document them as a written inventory. The customer's admin rebuilds equivalent automations in Gorgias using Rules and Macros after migration.

Foqal ApprovalRequest objects use a URN identifier format (ApprovalRequestUrn) and are referenced by workflow approvals. These are not standard ticket records in Gorgias. We flag all ApprovalRequest URNs during extraction and map them to Gorgias Ticket records with a custom field foqal_approval_urn__c for audit trail. The approval chain itself is documented separately for manual rebuild.

Foqal ticket tags migrate to Gorgias Ticket Tags. Tags are preserved as string labels on the Gorgias Ticket tag field during import. Custom field tags from Foqal's field-level tagging system map to Gorgias custom fields if the destination schema has equivalent custom field definitions pre-created.

Foqal customers are referenced as Slack or Teams users within conversation threads rather than as standalone customer records. We extract unique customer identifiers from conversation sender fields and create corresponding Gorgias Customer records with email (if available from message metadata), name, and language. Phone and timezone data is preserved where present in the Foqal message payload.

Foqal's HubSpot integration syncs Companies, Deals, Contacts, and Notes. We capture which Foqal tickets have HubSpot-linked records and preserve the external HubSpot ID in a custom field hs_external_id__c on the corresponding Gorgias Ticket. This allows the customer's Gorgias admin to reconnect HubSpot sync post-migration if needed.

Foqal productivity and CSAT reporting is computed from ticket data at query time and is not exportable as standalone report objects. We do not migrate report snapshots. The customer rebuilds key reports in Gorgias using its analytics engine, with the migrated ticket history available for historical comparison from day one.

Foqal does not have an explicit macro object in its API schema. Canned responses and templated replies are embedded in conversation context rather than stored as reusable macro records. We flag any identifiable macro patterns during discovery (repeated message structures, standardized reply templates) and document them as Gorgias Macro recommendations. The customer's admin rebuilds these as Gorgias Macros post-migration.