Migrate from Insightly Service to Gorgias

Insightly Tickets migrate to Gorgias Tickets with Status, Priority, Assignee, Created Date, Updated Date, and SLA timer preserved. Each Ticket's linked Contact and Organization resolve to a Gorgias Customer record at migration time. Conversation messages (public and private notes) migrate as Message records in chronological order. We preserve external ticket IDs and tags from Insightly as Gorgias tags for reconciliation after cutover.

Insightly Contacts map to Gorgias Customers with name, email address, phone number, and language preserved. The customer's timezone and notes migrate to custom fields on the Gorgias Customer object. If a Contact has a linked Organization, we extract the Organization name and address into separate fields on the Customer record rather than as a separate object, since Gorgias has no organization table.

Insightly Organizations (called Accounts in some CRM terminology) do not have a direct equivalent in Gorgias. We flatten Organization fields — company name, industry, address, website — into the target Customer record, merging them with the Contact's customer profile. If a single Organization has multiple Contacts, each Contact generates a separate Customer record with the organization data duplicated as a field value rather than as a shared relationship.

Insightly Leads (distinct from Contacts) merge into Gorgias Customers since Gorgias does not have a separate Lead object. We preserve the LEAD_STATUS and LEAD_SOURCE values in custom fields on the Customer record for segmentation and reporting. Any lead score or qualification data stored in custom fields migrates as numeric or picklist custom fields on the Customer.

Insightly custom field groups and custom fields on Tickets, Contacts, and Organizations enumerate via the /CustomFields/{objectName} endpoint to retrieve FIELD_NAME identifiers before migration. We map each to a Gorgias custom field of equivalent type (string, number, date, boolean, multi-select). Note that Gorgias caps custom fields at 50 per object, which is below Insightly Professional tier's 100-field limit and Enterprise's 200-field limit — if a migration exceeds 50 custom fields on any single object, we flag the overflow fields for customer review and prioritization before import.

Insightly Agents migrate to Gorgias Agents by email match. We map agent groups and team memberships from Insightly to Gorgias team structures and routing rules. Inactive or deleted Insightly agents require a default-agent assignment in Gorgias for any tickets they owned.

Insightly Teams and their member assignments migrate as Gorgias Team records with agent memberships preserved. Queue routing configurations that assign tickets to teams in Insightly map to Gorgias routing rules based on channel, tag, or agent group.

Insightly Notes linked to Tickets migrate as private internal messages in Gorgias, preserving the note body text and author. Notes linked to Contacts or Organizations migrate as Messages attached to the resolved Customer record. Standalone Notes not linked to any ticket or contact object are flagged for customer review and mapped to a generic customer note or excluded based on scope.

Ticket attachments on Insightly require separate file export calls and re-upload to Gorgias. We export attachment metadata (filename, URL, size, content type) from the Insightly API and re-upload files to Gorgias, relinking them to the corresponding Ticket record. Attachments on Notes are included in the Note-to-Message migration step.

Insightly Service KB Articles under categories migrate to Gorgias Help Center articles with title, body content, category assignment, and publish status preserved. Category structure is recreated at the destination — Insightly uses nested categories while Gorgias uses a single-folder hierarchy, so we flatten the source structure and recreate it as flat Gorgias categories. Articles with restricted visibility or draft status migrate with the same publish state.

Insightly Projects are CRM-level objects with no Gorgias equivalent. Projects linked to Opportunities or Organizations are outside Gorgias's scope. We document the existence of any Project records and the count of tasks and milestones attached to them in the migration inventory. If the customer needs project tracking in the future, we recommend a separate project management tool rather than forcing a CRM migration into a helpdesk platform.

Insightly Opportunities (Deal pipeline stages, values, probabilities, and close dates) belong to the CRM layer, not the helpdesk layer, and have no Gorgias equivalent. We do not migrate Opportunities as part of a helpdesk migration scope. If the customer needs CRM functionality alongside Gorgias, we recommend pairing Gorgias with a separate CRM such as HubSpot, Salesforce, or Pipedrive rather than using Insightly's combined model.