Migrate from HaloCRM to Gorgias

HaloCRM Tickets migrate 1:1 to Gorgias Tickets. Ticket ID, Subject, Status, Priority, Assignee (mapped to Gorgias Agent), Requester (mapped to Gorgias Customer via email match), Created At, and Updated At timestamps all transfer. We disable all HaloCRM automations before migration to prevent SLA escalation timers, approval process triggers, and outbound notification emails from firing on imported tickets. Ticket tags migrate as Gorgias tag labels on the destination ticket.

HaloCRM Client records map to Gorgias Customer. The Client's name, email, phone, timezone, language, and note fields transfer directly. Custom fields scoped to the Client object in HaloCRM map to Gorgias custom fields on the Customer object. We flag any Client-scoped field that shares a label with a Ticket-scoped field and apply an explicit naming prefix during import to prevent field collisions in Gorgias.

HaloCRM Company records associate with Client records via a company identifier. In Gorgias, company context lives as an attribute on the Customer record rather than a separate object. We extract the Company name and external ID from HaloCRM and attach them to the corresponding Customer record as custom fields. If a Company is linked to multiple Clients, all Clients receive the same company attribute in Gorgias after migration.

HaloCRM KB Articles with status flags and category associations migrate to Gorgias Articles. Article body text, title, author (mapped to Agent), publication status, and category assignments all transfer. We preserve the article-to-category relationship by exporting the category hierarchy from HaloCRM and reconstructing it as a Help Center section structure in Gorgias. Articles flagged as internal-only in HaloCRM are migrated with internal visibility in Gorgias where the Help Center permission model allows.

HaloCRM Agent records (name, email, role, team assignment) map to Gorgias Agent accounts. Agent permissions and team structures require reconfiguration in Gorgias because access control models differ between platforms. We extract every Agent email from HaloCRM, resolve them against the destination Gorgias instance during migration setup, and flag any Agent without an existing Gorgias account for manual provisioning before record import.

HaloCRM Service Contract records with dates, values, and linked entities transfer as custom field data attached to the corresponding Customer record in Gorgias. If the customer's SLA plan depends on contract-level entitlements (response time tiers, plan names), we map contract value to a Customer custom field and document the SLA rule equivalency for manual recreation in Gorgias Rules.

HaloCRM Device and Asset records with serial numbers, device types, and custom info fields export from the asset schema and attach to the corresponding Customer record in Gorgias as structured custom field data. The ticket-to-asset relationship is preserved via a custom field reference so that agents can trace a ticket back to the linked device without a native asset object in Gorgias.

HaloCRM Ticket-scoped custom fields are identified during the field-mapping phase and mapped to Gorgias Ticket custom fields. The field type (string, number, boolean, date, dropdown) is preserved. Ticket-scoped fields in HaloCRM that have no direct equivalent in Gorgias (because Gorgias does not support ticket-level custom fields in the same way) are documented with their original values and recommended placement as either Ticket tags or Customer custom fields depending on the field's semantic purpose.

HaloCRM Client-scoped custom fields map to Gorgias Customer custom fields. We perform an explicit scope audit during the discovery phase to separate Client-scoped from Ticket-scoped fields, which is required because both types can share identical field labels in HaloCRM. Mapping the wrong scope to the wrong Gorgias object results in data appearing on the wrong record type after migration.

File attachments associated with HaloCRM tickets download from the source and re-attach to the corresponding Gorgias Ticket at the correct message thread position. Large attachment batches are chunked to avoid API timeout during the export phase. We preserve the original file name and MIME type. Attachments linked to KB articles re-attach to the corresponding Gorgias Article.

Tags applied to tickets and KB articles in HaloCRM export as flat label arrays and re-apply as Gorgias ticket tags at the destination. Tag naming conventions are preserved verbatim. If a tag exists in HaloCRM that would conflict with a reserved tag name in Gorgias, we prefix it with the source system identifier during import.

HaloCRM SLA definitions (response time, resolution time, breach actions) map to Gorgias Rules where equivalent logic can be expressed. We document every SLA rule visible in the HaloCRM configuration, including custom breach-action triggers, and deliver a written translation guide mapping each HaloCRM SLA condition to a Gorgias Rule trigger. Automated breach-action logic that cannot be expressed as a Gorgias Rule (such as approval chain escalation) is flagged for manual rebuild post-migration.

Canned text entries migrate as Gorgias Macros. Variable substitution placeholders from HaloCRM (such as {{client_name}} or {{ticket_id}}) are flagged as dynamic variables that require manual review because Gorgias uses its own variable syntax (such as {{ticket.customer.name}}). We deliver a variable mapping table alongside the migrated macros so the customer's admin can update placeholder syntax before activating the macros in production.