Migrate from GrooveHQ to Gorgias

Groove Conversations map directly to Gorgias Tickets as the primary migration entity. We preserve the full message thread, timestamps, assignee, status, priority, and channel source. Attachments transfer as URLs pointing to Groove file storage; we download each file and re-upload to Gorgias storage with the original filename intact. Conversation-level custom fields migrate to Gorgias Ticket properties, but only if the source Groove plan is Plus or Pro where these fields are available. Status, assignee, and channel are mapped as typed fields; Groove channels map to Gorgias channel metadata on the ticket.

Groove Customers migrate 1:1 to Gorgias Customers as the primary contact record. Email address serves as the dedupe key. We map name, email, phone, and all contact-level custom fields from Groove directly to Gorgias Customer properties, preserving field types (text, date, dropdown, checkbox). If the source account has no Companies, the Customer record inherits any company-level custom field values as plain text on the Customer record to avoid data loss.

Groove Companies merge into the target Gorgias Customer record. Where a Groove Customer has an associated Company, we append company name, domain, and all company-level custom field values to the Gorgias Customer record. For Groove Companies with no associated Customer, we create a stub Gorgias Customer using the company name and email domain to preserve company-level data. This merge is flagged during scoping because it collapses two separate Groove objects into one Gorgias record with a different schema shape.

Groove Agents map directly to Gorgias Users by email address match. We transfer display name, email, and role (Admin, Agent) into the Gorgias user profile. The agent's inbox assignment permissions do not transfer because Gorgias uses a store and channel permission model rather than Groove inbox-level scoping. Any Groove agent without a matching Gorgias user account is held in a reconciliation queue for the customer's admin to provision before record import begins.

Groove conversation-level custom fields migrate as Gorgias Ticket properties. We map field types: dropdown to select, multi-select dropdown to multi-select, date to date picker, and text to text. Conversation-level custom fields are only available on Groove Plus and Pro plans, so Standard-tier accounts have no source data in these fields. We detect the source plan tier during schema discovery and flag any custom fields that would be empty post-migration because the source plan does not support them.

Groove Knowledge Bases map to the Gorgias Help Center as a top-level container. We transfer the primary knowledge base locale and visibility settings. Non-primary knowledge bases are flagged because Gorgias uses a single help center structure without a primary-flag concept. Customers with multiple Groove knowledge bases receive guidance on merging them into a single Gorgias help center or maintaining separate help centers by store in Gorgias.

Groove Articles map to Gorgias Help Center articles preserving title, body content, category placement, meta title, meta description, and open graph fields. We transfer the article visibility setting and any password or IP restrictions as article-level access controls in Gorgias. Groove article categories map to Gorgias help center categories with the same name and article ordering preserved by position index. Articles without a parent category in Groove are placed in a default Gorgias category.

Groove Tags migrate as Gorgias Tags attached to the corresponding ticket. Tags are key-value labels stored as a simple list on the Groove Conversation. We transfer the full tag list as Gorgias ticket labels. Tag color metadata from Groove does not transfer because Gorgias Tags do not support color customization at this time.

Groove file attachments are stored as URLs pointing to Groove file storage within each conversation message. We download each attachment, verify the file type and size, and re-upload to Gorgias file storage with the original filename preserved. Attachments exceeding 25 MB are flagged for manual transfer because Gorgias enforces a 25 MB file size limit per attachment. Inline images embedded in message bodies are re-hosted and the message body URL references updated accordingly.

Groove Smart Folders export their filter logic as structured JSON: the conditions, operators, field references, and sort order that define each saved view. Gorgias does not have a Smart Folder equivalent with saved conditions; agents recreate saved views manually in Gorgias. We deliver the Smart Folder inventory as a written handoff document listing each Smart Folder name, its Groove filter configuration, and the recommended Gorgias saved filter equivalent. Filter conditions referencing conversation-level custom fields require those fields to exist in Gorgias first.

Groove Rules export as structured JSON capturing the trigger event, condition tree, and action sequence for each automation. Gorgias Rules use a different event model and action vocabulary, so direct code migration is not possible. We deliver a written automation inventory document with each Groove Rule's JSON definition, a description of what it does, and the recommended Gorgias Rule configuration. Any conditional logic that cannot map directly is flagged with a note for the admin to address during rebuild.

Groove Instant Replies migrate as Gorgias Macros, preserving the template body, formatting, variable placeholders, and keyboard shortcut binding. Variable substitution syntax differs between platforms: Groove uses double-bracket notation and Gorgias uses mustache-style placeholders. We convert the variable format during migration and flag any Instant Replies containing Groove-specific variables that have no direct Gorgias equivalent for admin review.

Groove Inboxes have no direct Gorgias equivalent because Gorgias organizes tickets by Store and channel rather than by inbox. We map each Groove Inbox to a Gorgias Store with the relevant channel enabled. The number of Groove Inboxes must be reconciled against the target Gorgias plan because each Store in Gorgias consumes a channel slot. Inboxes exceeding the destination plan channel count are flagged for plan upgrade or for merging multiple Groove inboxes into a single Gorgias Store.

Groove Satisfaction Ratings migrate to Gorgias Satisfaction Survey responses on the corresponding ticket. We transfer the rating score, the free-text feedback, and the responder email address if provided. Groove uses a 1-to-5 star scale; Gorgias uses a thumbs up/down with optional CSAT score. We map star ratings to Gorgias satisfaction responses using a threshold conversion where 4-to-5 stars become satisfied and 1-to-3 stars become dissatisfied.

Groove internal Customer Notes attached to a contact record migrate to Gorgias Customer Notes on the corresponding Customer. We transfer the note body, author (agent), creation timestamp, and whether the note is marked as private. Customer Notes are distinct from ticket messages; they are internal communications between agents that do not appear in the customer-facing ticket thread.