Migrate from Halo Service Desk to Gorgias

Halo Tickets migrate to Gorgias Tickets with full conversation history. Halo distinguishes internal notes (is_public=false) from customer-facing replies (is_public=true) in its Conversations model. We preserve this split in Gorgias by setting the message visibility flag appropriately. Ticket status (Open, Pending, Resolved, Closed), priority, type, and SLA associations migrate as standard fields. Subject and body content map directly. Tags in Halo migrate to Gorgias Tags on the ticket. We resolve the assigned Agent and Team via email lookup against the Gorgias agent roster.

Halo Customers are standalone contact records with name, email, phone, site associations, and custom field values. They map directly to Gorgias Customers. Email is the primary dedupe key. If a Halo Customer has multiple linked contacts, the primary contact becomes the Gorgias Customer record and additional contacts are stored as secondary email addresses or phone numbers on the same record. Timezone and language preferences migrate to Gorgias Customer attributes.

Halo Companies hold organizational-level data that can include site-specific information, billing contacts, and organizational hierarchies. In Gorgias, there is no separate Company or Account object; organizational context lives as a tier within the Customer record. We flatten Halo Company and Site records into the Gorgias Customer organization field, preserving company name, site address, and organizational-level custom fields. This N:1 merge requires scoping during discovery because some Halo accounts use Companies and Sites as separate objects while others use Companies alone.

Halo Agents (technicians and staff) map to Gorgias Agents by email match. We extract agent display names, email addresses, and team assignments. Role configurations (Admin, Agent, Read-only) translate to Gorgias permission levels. Active and inactive agent status is preserved; inactive agents are mapped but flagged for the customer admin to activate post-migration.

Halo Teams group Agents for routing and queue management. We map Teams to Gorgias Teams, which correspond to Gorgias Inboxes. Agent-to-Team assignments are preserved in the mapping. Ticket routing rules that assign to Halo Teams map to Gorgias Rules that route tickets to team inboxes based on channel, tag, or customer criteria.

Halo KB Articles with title, body content, category assignments, and publish status migrate to Gorgias Articles with their full content and category hierarchy intact. Article attachments migrate as linked files. Gorgias organizes articles in a flat or folder-based hierarchy, so we map Halo's category structure to Gorgias folders or flat article lists depending on the customer's preference. Published status maps directly.

Halo SLA Policies define response and resolution timeframes tied to Ticket types and priorities with business hours calendars and breach escalation rules. Gorgias has no native SLA object; SLA compliance is handled via response time rules in Macros or Gorgias Automate. We translate Halo SLA Policies into a written configuration document specifying first response time, next response time, and resolution time targets per priority level, with the recommended Macros or Rules setup in Gorgias. This is configuration that requires manual rebuild in Gorgias, not an automated data migration.

Halo supports text, date, dropdown, multiselect, and dynamic SQL lookup custom fields on Tickets, Customers, and Companies. We map each custom field to the equivalent Gorgias custom field type. Text maps to string; date maps to date; number maps to number; boolean maps to boolean; dropdown maps to picklist or single-select; multiselect maps to multi-select. Dynamic SQL lookup fields require scoping because they reference Halo-specific query logic with no Gorgias equivalent and may need to be simplified or converted to static picklists.

Halo supports storing customer and user passwords in protected custom fields. These are encrypted at rest and cannot be meaningfully transferred to any destination platform. We skip password custom fields during migration and recommend customers communicate a credential reset process to affected users post-go-live. This is documented in the pre-flight checklist and requires explicit sign-off before migration proceeds.

Halo Tickets carry Conversation records representing internal notes and customer-facing replies. We map each Conversation to a Gorgias Message on the corresponding Ticket. Author attribution resolves by email to the Gorgias Agent or Customer. The is_public flag determines whether the message is customer-facing (reply) or internal (note). Timestamps are preserved. Attachments on conversations migrate as linked files on the Gorgias message.

Halo Assets are linked to Customers and Sites and include type, serial number, and linked software/license data. Gorgias has no asset management object; customer context in Gorgias is based on order history from the connected Shopify store rather than IT asset records. We do not migrate Assets. Customers who require asset tracking in Gorgias should evaluate dedicated asset management integrations or a separate platform.

Halo Projects track work items linked to Tickets for change management and project delivery. Gorgias has no project management object. We do not migrate Projects. Customers who use Halo Projects for IT change management workflows should evaluate a dedicated project management platform post-migration.

Halo Approval Workflows gate ticket progression based on conditions and require manager sign-off before escalation. Gorgias has no native approval workflow engine; escalation logic is handled via Rules and Macros. We document every active Halo Approval Workflow with its conditions, approvers, and escalation actions as a written specification for the customer admin to rebuild in Gorgias Rules. This is not an automated migration because the logic models differ fundamentally.