Migrate from Incident IQ to Gorgias

Incident IQ Tickets map to Gorgias Tickets. We map Ticket ID, Subject, Description, Status, Priority, Assignee (via agent email match), and Created/Modified timestamps 1:1. Custom ticket fields migrate as Gorgias custom fields with type conversions applied (dropdown values map to multi-select options; date fields map to date picker). The Incident IQ campus assignment field does not map to a Gorgias standard field—we flag it for mapping to a custom field or tag during scoping. K-12-specific field values (e.g., device types, software categories) require a value remap against the destination's picklist.

Incident IQ Users split into two Gorgias profiles: staff and agents map to Gorgias Agents; students and parent contacts map to Gorgias Customers. We resolve by email match and apply role-based mapping based on the Incident IQ user role field. Campus assignments do not carry into Gorgias because Gorgias has no concept of school-based location hierarchies. The customer's admin provisions agent seats in Gorgias before migration, and we map Incident IQ agent IDs to the corresponding Gorgias agent records by email.

Incident IQ KB articles migrate to Gorgias Help Center articles. We map article title, body content, categories, and associations. Articles with embedded Incident IQ ticket links will break post-migration—these are flagged during the extraction phase, and we deliver a redirect inventory listing each broken link with the original URL and the recommended replacement URL or knowledge base article ID. Attachments on articles migrate as file assets.

Incident IQ Support Flows define multi-step automation chains that route tickets, assign agents, and trigger actions. We extract the flow logic and produce a written automation inventory document that lists each Support Flow's trigger, conditions, actions, and a recommended Gorgias Rule or Macro equivalent. We do not rebuild Support Flows as Gorgias automations inside the migration scope because the trigger and action models differ structurally. The customer's admin or a Gorgias specialist implements the Rules and Macros post-migration using the inventory.

Ticket attachments, KB article files, and form uploads migrate as file assets attached to the correct parent record in Gorgias. Files over 25MB may require chunked transfer handling. We map the original file name and attach it to the correct Ticket or Article by ID resolution after the parent record has been created in Gorgias.

Districts can add custom fields to tickets capturing K-12-specific attributes. We map these as Gorgias custom fields on the Ticket object, applying type conversions where destination field types differ. System-locked fields from Incident IQ cannot be modified and are excluded from migration scope. K-12-specific value sets (e.g., device types, software categories, building names) require a value remap against the destination's allowed values list.

Facilities Work Orders are a K-12-specific object with no equivalent in Gorgias. Work orders include status, priority, assignee, location, and description fields that describe maintenance tasks tied to school facilities. Gorgias does not have a work order, facilities management, or asset maintenance object. We exclude Work Order records from migration scope and document the full record list in the data map as an out-of-scope export available for manual transfer or a separate facilities management platform.

iiQ Events manages room reservations and event preparation workflows. Gorgias has no event, room reservation, or calendar management capability. We exclude Event records from migration scope and flag the exclusion in the data map. The customer's admin may export the event list as a CSV for manual re-entry if the organization continues managing facilities events in a separate system.

HR Service Delivery handles employee-facing requests and workflows. Gorgias does not have an HR request or employee self-service object. We exclude HR Request records and associated form submissions from migration scope. Form field data and request histories are documented as an out-of-scope export in the data map.

Incident IQ Assets track every managed device with serial number, asset tag, model, location, assigned user, and assignment history. Gorgias has no independent asset management object—its data model centers on customer profiles and order history for e-commerce support. Asset records, asset-to-student associations, model categories, and device assignment history cannot be migrated into Gorgias. We flag this as a structural incompatibility during scoping and recommend a parallel export of the asset inventory as a CSV or a separate asset management platform for organizations that need to preserve the device tracking data.

Incident IQ campus locations organize assets and tickets by school or building. In Gorgias, addresses belong to Customers as shipping or billing addresses tied to order history. We map school building addresses to Customer address fields where students or staff have address records. Campus-level grouping and location hierarchies have no Gorgias equivalent—we flag this as a gap and recommend tagging tickets by school name in a custom field if the organization needs location-based routing in Gorgias.

Forms Manager digitizes district-specific data collection workflows. Gorgias does not have a forms builder comparable to Incident IQ Forms Manager. We exclude form definitions and submitted responses from migration scope. Complex form logic, conditional fields, and embedded attachments require custom implementation in Gorgias if the organization continues using intake forms—these are documented as a separate implementation recommendation in the handoff package.