Migrate from Help Sumo to Gorgias

Help Sumo Tickets map directly to Gorgias Tickets on a 1:1 basis. We preserve ticket ID, subject, status (open/pending/closed), priority, assignee, created_at, and updated_at timestamps. Help Sumo status values (e.g. New, Open, Pending, Solved, Closed) map to Gorgias ticket status strings, which the customer configures during initial Gorgias setup. We flag any Help Sumo status that has no direct Gorgias equivalent for admin mapping before production insert.

Help Sumo Customer profiles (name, email, phone, company, and contact history) map to Gorgias Customers. The email address is the primary dedupe key. If a Gorgias Customer with the same email already exists, we link the ticket to the existing Customer record rather than creating a duplicate. Help Sumo custom contact fields migrate as custom attributes on the Gorgias Customer; we flag any field with a data type (date, number, multi-select) that does not map cleanly to Gorgias's attribute schema.

Help Sumo Agent accounts map to Gorgias Users. We resolve agents by email match. Name, email, role, and permission level transfer; Help Sumo role names (e.g. Admin, Agent) map to Gorgias permission groups (Agent, Admin, Supervisor) which the customer configures during initial Gorgias setup. Agents without a matching Gorgias User are held in a reconciliation queue for the admin to provision before record import.

Help Sumo Tags are flat label descriptors applied to tickets. They map directly to Gorgias Tags by name. Tag name conflicts (duplicate tag names from different Help Sumo tag categories) are resolved by concatenating the source category with the tag name during migration. We deliver a tag name mapping table so the admin can rename tags in Gorgias post-import if desired.

Help Sumo conversation threads map to Gorgias Messages under the corresponding Ticket. Each individual message entry migrates with author attribution, timestamp, body content, and visibility flag (public reply vs internal note). The chronological order of the thread is preserved by setting the Gorgias message timestamp to the original Help Sumo timestamp. Internal notes from Help Sumo map to Gorgias internal messages, which are visible only to agents.

Help Sumo custom fields on tickets migrate as Gorgias custom attributes on Tickets. We map field names and values directly; the Gorgias attribute type (text, number, date, list) is set to a default that matches the source data format, but the admin must verify attribute types in Gorgias before production import because type mismatches block insert. Custom fields with picklist values from Help Sumo migrate as text attributes unless the admin confirms the Gorgias attribute type is set to list.

Files attached to Help Sumo tickets migrate as binary blobs linked to the corresponding Gorgias Ticket via the attachment API. We flag any attachment exceeding Gorgias's file size limit (currently 25 MB per file) and any file type not supported by Gorgias (e.g. executable files). The parent ticket lookup is resolved before attachment insert to maintain the ticket-attachment relationship.

Help Sumo Knowledge Base articles migrate as Gorgias Articles with article body, title, category, author, created date, and publication status preserved. Gorgias regenerates article URLs from its own slug system, so the original Help Sumo article URLs do not persist. We deliver a URL rewrite map listing every Help Sumo article URL and its corresponding Gorgias article URL so the admin can update any public-facing links or help center references after cutover.

Help Sumo KB categories migrate to Gorgias Categories. The category hierarchy is preserved as a nested structure in Gorgias. If Help Sumo categories use a flat list with parent reference, we reconstruct the hierarchy during migration. Articles without a category are assigned to the Gorgias default (uncategorized) section and flagged for admin review.

Inline images and files embedded in Help Sumo KB articles migrate alongside the article body as Gorgias Article Attachments. Image references within article HTML are rewritten to point to the new Gorgias-hosted file URL. Standalone KB attachments (downloadable PDFs, etc.) migrate with the article and are flagged if they exceed Gorgias file size limits.

Help Sumo group assignments on tickets map to Gorgias Teams if the Help Sumo account uses team-based routing. We extract group names from ticket records and create a Team mapping table; the admin configures the corresponding Gorgias Teams before migration. Tickets with no group assignment default to the Gorgias inbox specified by the admin during scoping.

Help Sumo priority levels (e.g. Low, Normal, High, Urgent) map to Gorgias ticket priority fields. If the Help Sumo account uses SLA timers, these are noted as a custom attribute in Gorgias and do not activate Gorgias's native SLA feature unless the account is on a Gorgias plan that includes SLA configuration (Business and above). We deliver a priority mapping table and note any SLA gap for the admin to configure post-migration.