Migrate from Freshservice to Gorgias

Freshservice Tickets migrate to Gorgias Tickets with subject, description, status, priority, type, and group preserved. Channel assignment maps from the Freshservice source channel (Email, Portal, Chat, Phone) to the Gorgias channel type. We use Freshservice's ticket_id as the Gorgias external_id so that cross-references remain valid in any linked documentation. Custom fields on Freshservice tickets migrate as Gorgias custom fields with the same label and data type.

Freshservice Agents map to Gorgias Agents by email address as the dedupe key. Freshservice role assignments (Agent, Category Manager, Requester, Admin) map to Gorgias permission levels. Agent group memberships in Freshservice map to Gorgias teams. We flag any Freshservice Agent without an email match in the Gorgias destination for manual account creation before the agent-lookup step of ticket migration.

Freshservice Requesters map to Gorgias Customers. First name, last name, email, phone, and organization all migrate directly. If Freshservice Requesters are associated with an Organization record, we map that to a Gorgias Customer tag or note rather than a native organization object, since Gorgias does not have a standalone Organization/Account object separate from Customer. Email address is the primary dedupe key.

Freshservice Ticket conversations (comments, public notes, internal notes) migrate to Gorgias Ticket Messages with the message body, author (Agent or Customer), and timestamp preserved. Public comments from Freshservice map to Gorgias public messages; internal notes map to Gorgias private notes where the destination supports private note visibility. Attachment URLs migrate as links in the message body with a flag noting they are historical references.

Freshservice SLA Policies tied to ticket priority or type have no direct Gorgias equivalent because Gorgias SLA management is an add-on feature with different configuration semantics. We map Freshservice SLA priority levels (Low, Medium, High, Urgent) to Gorgias ticket priority (Low, High) as a two-tier simplification, and document every Freshservice SLA Policy configuration in a written inventory so the customer's admin can configure matching SLAs in Gorgias Automate or as manual rules.

Freshservice Change records (planned IT environment modifications with risk levels, approvers, and CI associations) have no Gorgias equivalent because Gorgias is a CX platform with no change management module. We export Change records to a CSV with all fields and relationships preserved and deliver the file in the migration report. The customer decides whether to import the CSV into a separate ITSM tool, retain it as an archive, or discard it.

Freshservice Problem records (root-cause tracking behind one or more incidents) have no Gorgias equivalent. Gorgias ticket resolution is the terminal state with no problem-incident linkage. We export Problem records to a CSV, including the linked incident ticket IDs, and document the linkage for the customer to recreate in a separate tool if needed.

Freshservice Assets and Configuration Items (hardware, software, network items tracked in the CMDB) have no Gorgias equivalent. Gorgias is a customer support tool, not an ITSM CMDB. We export the asset inventory to CSV with type, location, assignee, and status fields preserved and flag that Gorgias customers who need asset management typically run Freshservice or a dedicated CMDB tool in parallel.

Freshservice Custom Objects (Forest and Enterprise only) that reference Tickets, Agents, or other native objects have no Gorgias equivalent. Gorgias does not support standalone custom object types — only custom fields on Ticket and Customer. We export Custom Object records to CSV, map any ticket reference fields as plain-text ticket IDs, and deliver the full schema and data inventory for the customer to assess whether the data belongs in a separate database or can be restructured as Gorgias custom ticket fields.

Freshservice Solutions (knowledge-base articles with categories) map to Gorgias Help Center articles. Article title, body (HTML or markdown), category, and publication status migrate. We preserve any Freshservice article-to-ticket linkage as a note field on the article record. The Gorgias Help Center article URL is generated from the article title slug.

Freshservice Service Catalog items (multi-step request forms with approval chains) have no Gorgias equivalent because Gorgias does not have a service catalog module. We document every catalog item, its form fields, its approval workflow, and its current request volume as a written handoff so the customer can decide whether to recreate simplified versions in Gorgias Macros or accept that the catalog use case moves to a separate ITSM tool.

Freshservice Surveys (CSAT and CES ratings attached to tickets) map to Gorgias Satisfaction Surveys with score, comment, and ticket reference preserved. The Freshservice survey response timestamp migrates as the Gorgias survey timestamp. We map Freshservice survey type (CSAT vs CES) to Gorgias satisfaction rating type if the destination plan supports multiple survey types.