Migrate from Glassix to Gorgias

Glassix Tickets map directly to Gorgias Tickets. The Glassix ticket status (open, pending, resolved, closed), priority (low, medium, high, urgent), assignee, department, and channel origin migrate as typed fields in Gorgias. We use the Gorgias POST /tickets endpoint with the ticket data structured as {subject, status, priority, channel, assignee_email, tags, custom_fields}. If Glassix tickets carry an external_id reference, we preserve it in a custom field glassix_ticket_id__c for audit traceability.

Glassix Customer profiles (name, email, phone, channel preferences, interaction history) map to Gorgias Customers. We extract the Glassix customer email as the primary key and resolve it against Gorgias existing customers to avoid duplicate creation. Channel opt-in flags migrate to the corresponding Gorgias channel metadata fields. If Glassix Customers reference a company record, we create a matching organization in Gorgias before importing customers to satisfy the organization_id lookup.

Glassix Agents (name, email, role, department, availability status) map to Gorgias Users. We match by email as the dedupe key. The Glassix agent role maps to Gorgias permission levels (agent, admin) with a custom field glassix_role__c preserving the original role name. Department mapping is covered separately—Glassix Departments map to Gorgias Teams, and the agent's department membership is recreated via the Gorgias team-user assignment after Users are created.

Glassix Conversations are threaded message records attached to Tickets. We migrate each Glassix conversation entry as a Gorgias Ticket Comment using the POST /tickets/{id}/messages endpoint. Internal notes (agent-to-agent) are differentiated from customer-facing messages using the public boolean flag. Attachment URLs migrate as Gorgias attachment references. The message chronology is preserved by setting the comment timestamp to the original Glassix created_at value. This is the most data-dense step: a Glassix workspace with 10,000 tickets and an average of 6 message entries each generates approximately 60,000 comment inserts.

Glassix Channels (email, chat, WhatsApp, Facebook, Instagram, Apple Messages, voice) map to the Gorgias channel attribute on Tickets. Voice channel tickets from Glassix cannot natively carry call recordings into Gorgias unless the Gorgias Voice add-on is active on the destination; we flag any voice-channel ticket and note the recording attachment path for manual handoff. SMS and WhatsApp tickets migrate with channel metadata intact if the equivalent Gorgias integration is configured.

Glassix custom fields on Tickets (defined via setField) map to Gorgias Ticket custom fields. We query the Glassix workspace for custom field definitions during scoping, then create matching Gorgias custom fields via the POST /custom-fields endpoint with object_type=Ticket before migration begins. Field types are matched: string to string, number to number, boolean to boolean, date to date. Multi-select fields on Glassix become multi-select picklists in Gorgias. The custom field mapping is validated in a pre-migration field audit so no data is dropped during the ticket import phase.

Glassix customer-level custom fields (used for contact preference tracking, CRM data, or segmentation) map to Gorgias Customer custom fields via POST /custom-fields with object_type=Customer. We identify the customer custom field schema during scoping and pre-create all destination fields so that the customer import phase has no drop-on-insert failures. Customer custom field data types follow the same string/number/boolean/date mapping rules as ticket custom fields.

Glassix Departments group agents and tickets for organizational routing. We map each Glassix Department to a Gorgias Team created via the POST /teams endpoint before agent migration. The department-agent assignment in Glassix becomes a team-user assignment in Gorgias. If Glassix Departments carry routing rules (auto-assign to department on channel trigger), we document those as Automate rules to rebuild in Gorgias since automation rules do not migrate as code.

Glassix Knowledge Base articles (used for chatbot responses and self-service) export as content, categories, and associations. We map article titles, body content, category assignments, and publication status to Gorgias Help Center articles via the Gorgias Help Center API. Article-to-category hierarchy migrates as folder structure in Gorgias. We do not migrate article view counts, SEO metadata, or version history—these are rendered data with no exportable storage in Glassix.

Glassix AI chatbot configurations (trigger rules, response templates, training data, and automated response rules) are extracted as a structured configuration document. There is no direct API endpoint for chatbot logic export on Growth-tier workspaces. We pull available response templates and routing rules via the Glassix REST API where accessible, and document the full chatbot workflow for the customer's admin to rebuild in Gorgias Automate or as AI Agent training intents. This is a configuration rebuild, not a data migration—the chatbot logic itself does not transfer programmatically.

Glassix Workflows (conditional ticket routing, escalation, and auto-response rules) map to Gorgias Automate rules. We extract the workflow trigger (channel, condition, time-based), the condition logic (field equals, contains, priority thresholds), and the resulting action (assign, tag, status change, auto-reply). Because workflow logic does not migrate as code, we deliver a written inventory of every active Glassix Workflow with its trigger conditions, actions, and a recommended Gorgias Automate equivalent. The customer's admin rebuilds these in Gorgias Automate post-migration.

Glassix analytics dashboards (response times, CSAT scores, resolution rates, channel performance metrics) are rendered data stored as UI aggregates rather than raw records. We do not migrate analytics. We deliver a data dictionary documenting the Glassix report schema (metric names, calculation logic, time granularity) so the customer's admin can rebuild equivalent dashboards in Gorgias reporting or a connected BI tool. Historical CSAT scores that exist as individual ticket-level custom fields migrate as part of the ticket custom field mapping described above.