Migrate from GREYHOUND CRM to Gorgias

GREYHOUND Tickets map directly to Gorgias Tickets. We preserve id, subject, status (new/open/pending/resolved/closed mapping to Gorgias status values), priority, assigned agent, team, channel source, created_at, updated_at, and external_id. Custom Ticket Fields from GREYHOUND migrate to Gorgias Ticket custom fields by running a schema scan at scoping to enumerate all active GREYHOUND custom field names and types, then pre-creating matching Gorgias custom fields scoped to object_type = Ticket before data import. Deleted or inactive GREYHOUND agents require reassignment to an active Gorgias agent before migration.

GREYHOUND Customers map to Gorgias Customers by email as the dedupe key. We preserve name, email, phone, language, timezone, note, customer type, and Custom Customer Fields. GREYHOUND Custom Customer Fields migrate to Gorgias custom fields scoped to object_type = Customer. Customer records are imported before Tickets so that the customer_id reference is satisfied at Ticket insert time.

GREYHOUND Companies map to Gorgias Customer organization (the company-level data on a Customer record). The company name, domain, address, and any company-level custom fields attach to the customer_id of the matched Customer record. If a GREYHOUND Customer is not linked to a Company, the Customer record migrates without an organization field.

GREYHOUND Agents map to Gorgias Users (agents) by email match. Agent name, email, role, and active status transfer. Inactive GREYHOUND agents can be reassigned to a designated active Gorgias agent for all tickets and conversations, or migrated as inactive Gorgias users at the customer's option. Multiple GREYHOUND agents can be mapped to a single Gorgias user if consolidation is desired.

GREYHOUND Teams map to Gorgias Teams. We preserve team name, team members, and default routing configuration. If GREYHOUND teams have workflow routing rules attached, those rules are inventoried separately (see gotcha on workflow automation) and delivered as a written handoff for rebuilding in Gorgias Rules Engine.

GREYHOUND Conversations attach to the parent Ticket and contain the message thread (inbound customer message, outbound agent reply, internal note). We preserve message body, timestamp, author (agent or customer), message type (public/internal), and any inline attachment references. Internal notes map to Gorgias internal messages. Channel metadata (email, chat, social) maps to Gorgias channel fields.

GREYHOUND file attachments linked to Tickets and Conversations migrate as Gorgias Ticket attachments. We transfer attachment filename, content type, file size, and the binary blob via Gorgias API. Inline images embedded in conversation messages migrate as separate attachment records with the message referencing the migrated attachment ID. Files are imported after Tickets and Customers to ensure the parent record exists. Note: post-migration relinking may be required if URL paths differ between systems.

GREYHOUND Tags migrate to Gorgias Tags as text labels. Tags on Tickets are preserved as Gorgias tag values on the migrated Ticket record. If a GREYHOUND ticket has multiple tags, all tags transfer. Tag-based reporting in Gorgias uses the same tag values for filtering and automation triggers.

GREYHOUND Ticket Associations (explicit links between related tickets) have no native Gorgias equivalent. We resolve this by converting associations to a tag-based pattern: we create a tag using the convention ASSOC_<source_ticket_id> on both the primary and associated ticket, allowing the customer to reconstruct the association in Gorgias through tag filtering. Alternatively, if the customer maintains a written record of associations, we deliver a mapping table for manual relinking.

GREYHOUND Custom Ticket Fields enumerate at scoping: we capture field name, field type (string, number, boolean, date, dropdown), and active/archived status. We pre-create matching Gorgias custom fields via the Gorgias API (POST /api/custom-fields with object_type = Ticket) before migration. Archived GREYHOUND fields are optionally skipped or migrated as inactive Gorgias fields per customer preference. Field values transfer as string representations, with type validation applied at import.

GREYHOUND Custom Customer Fields (customer-level properties beyond standard fields) migrate to Gorgias Customer custom fields scoped to object_type = Customer. The same pre-creation and type-mapping process applies as for Ticket custom fields. These fields appear in the Customer sidebar in Gorgias and can be used in Rules Engine conditions.

GREYHOUND KB Articles migrate to Gorgias Articles. We preserve article title, body content, author, created_at, updated_at, and any publication status. Article content is re-rendered in Gorgias's article format during migration; HTML or markdown content from GREYHOUND is converted to Gorgias-supported formatting. Articles are imported after KB Categories to establish the category relationship.

GREYHOUND KB Categories migrate to Gorgias Help Center Categories. We preserve category name, parent category (for nested categories), description, and sort order. Nested category hierarchies are maintained as parent-child relationships in Gorgias. Categories are imported before Articles so that each Article can be assigned to its correct category_id.

GREYHOUND Workflow automation logic (ticket routing rules, assignment logic, SLA triggers, team-based routing) does not migrate as executable code. We inventory every active GREYHOUND workflow rule and deliver a written specification that maps each rule trigger, condition, and action to an equivalent Gorgias Rules Engine configuration. The customer's admin rebuilds these rules in Gorgias after cutover. This inventory is included in the standard migration scope at no additional charge.