Migrate from Gorgias to Intercom

Gorgias Tickets map to Intercom Conversations. The primary structural difference is anchoring: every Intercom Conversation must be associated with a Contact or Lead record, whereas Gorgias Tickets can exist without a strict contact requirement. We pre-import all Gorgias Customers into Intercom Contacts before any ticket import so that every Conversation has a valid user_id or lead_id. Ticket priority maps to Conversation priority. Closed ticket status maps to Intercom closed Conversation state. Open and pending statuses map to Intercom open and snoozed states respectively. If a Gorgias Ticket has no associated Customer, we create a minimal Intercom Contact using the ticket's from field email before importing the Conversation.

Gorgias Customers map directly to Intercom Contacts. The customer email is the dedupe key. Name, phone, and address fields map to the corresponding Intercom Contact standard attributes. Gorgias custom fields on Customers map to Intercom Custom Attributes on Contact. We preserve the customer's total ticket count, total spend, and last order date as attributes. If a Customer has multiple email addresses in Gorgias (aliases), we migrate the primary email and flag additional addresses for the customer's admin to reconcile post-migration.

Individual messages within a Gorgias Ticket (public replies, internal notes, and customer messages) map to Intercom Conversation Parts. The author, timestamp, privacy flag, and message body transfer. Internal notes in Gorgias (marked private) map to Intercom internal Parts with the same visibility constraint. We handle attachments on messages by downloading from the Gorgias URL reference and uploading to Intercom's file attachment API, respecting file type restrictions (max 10MB per attachment in Intercom). The message-per-ticket density directly impacts API call volume: migrations with high-density tickets (10+ messages per ticket) can inflate total API calls 10-100x compared to simple ticket-count migrations.

Gorgias Macros with dynamic action fields and variable substitution map to Intercom Saved Replies. We export the macro body, conditions, and action sequence. Intercom Saved Replies support liquid syntax for personalization variables; we convert Gorgias variable placeholders (e.g., {{customer.name}}) to Intercom liquid syntax during the export transform. Macro conditions (trigger based on channel, subject pattern, or customer attribute) do not migrate as active rules; we document each macro's trigger conditions as a recommended Saved Reply usage guide for the customer's admin to implement as an Inbox Rule or Fin automation post-migration.

Gorgias Rules (auto-assignment, auto-response, routing, and tag application) map conceptually to Intercom Inbox Rules and automation actions. The condition syntax differs: Gorgias uses field-operator-value conditions; Intercom uses step-based rule builders. We export every active Rule with its full condition tree and action sequence as a written inventory document that the customer's admin uses to rebuild in Intercom. We do not migrate Rules as executable code. We flag Rules that reference Shopify order context (e.g., order status triggers) because Intercom does not have a native Shopify order lookup; these Rules require either an Intercom Custom Object (Order) with Shopify integration or a third-party middleware connection.

Gorgias Views (saved filter configurations with field conditions, operators, and sort order) map to Intercom Saved Views on the Inbox. We export the filter logic and recreate it as an Intercom inbox filter. Sort order and column configuration transfer as part of the saved view settings. Dynamic Views (using relative time conditions like 'created in the last 24 hours') convert to equivalent Intercom filter syntax.

Gorgias Agents map to Intercom Admins and Agents. We preserve agent name, email, status (active/inactive), and group membership. Group membership maps to Intercom Teams. Agent permission levels in Gorgias (Admin, Agent) map to Intercom permission groups (Admin, Agent, Viewer) with the customer verifying the appropriate level in the destination. Agents with deleted status in Gorgias are migrated as inactive Intercom Admins so that historical assignment is preserved but the account is not active.

Gorgias Groups (agent teams for routing and assignment) map to Intercom Teams. We preserve group membership and map the team assignment to Intercom's Inbox assignment rules. If a Gorgias Group references an SLA rule, we note this in the handoff document because SLA configuration in Intercom requires the Service Cloud add-on or a third-party SLA tool.

Gorgias custom fields on Tickets (string, boolean, date, number, select, multi-select) map to Intercom Custom Attributes on Conversation. We pre-create the attribute schema in Intercom before migration begins. Select and multi-select fields map to Intercom list attributes with the source picklist values recreated as options. Archived custom fields in Gorgias are noted and skipped. Custom attributes in Intercom are scoped per object type (Contact, Conversation, or Custom Object), so we confirm the migration target (Ticket-level attributes on Conversation or Customer-level attributes on Contact) during scoping.

Gorgias Knowledge Base Categories map to Intercom Help Center Collections. We preserve category name, description, position (ordering), and locale-specific translations. Multi-locale translations require a separate API call per locale in Gorgias; we enumerate all enabled locales during export and import each translation into the corresponding Intercom article locale.

Gorgias KB Articles (title, body HTML, author, status, translations) map to Intercom Help Center Articles. We preserve full article body content, author attribution, publication status (Draft, Public, Unlisted), and locale-specific translations. Articles in draft status import as Intercom Draft articles; published articles import as Public. Article attachments migrate as files linked to the article. The Gorgias article-customer linkage (showing related articles in ticket view) does not have a direct Intercom equivalent and is documented as a post-migration configuration option.

Gorgias CSAT ratings (score, free-text response, timestamp) associated with tickets migrate to Intercom Conversation ratings. We preserve the rating score and response linked to the originating Conversation. If the CSAT survey used a non-5-star scale (e.g., NPS 1-10), we migrate the raw score and note the scale conversion for reporting consistency.

Tags applied to Gorgias Tickets and Customers map to Intercom Tags. We migrate tags as-is and flag any tag names that conflict with reserved Intercom system labels. Tag counts and associations migrate. Tags used for segmentation in Gorgias Rules map to Inbox Rule conditions documented in the automation handoff inventory.

File attachments on Gorgias tickets and messages are stored externally and referenced by URL. We download attachments during migration and upload to Intercom's file API, handling the 10MB per-file size restriction and supported file type list (images, PDFs, documents). Files are linked to the corresponding Conversation Part or Article on re-upload.