Migrate from InvGate Service Management to Gorgias

InvGate Requests map directly to Gorgias Tickets as the primary record type. Title, description, priority (low/medium/high/urgent), status (new/open/pending/resolved/closed), assignee, and timestamps transfer. Custom properties on the Request map to Gorgias ticket fields. Request type tags (e.g., Service Request vs. Incident flag) migrate as ticket tags in Gorgias.

InvGate Incidents share the underlying record with Requests but are tagged with the incident type and carry Impact, Urgency, and Major Incident flags. Gorgias has no separate Incident record type. We preserve the incident classification by setting a ticket tag 'incident' and mapping Impact/Urgency to Gorgias priority values and a custom 'incident_flag' ticket field. Root-cause notes in the conversation thread transfer as internal notes.

InvGate Problems contain root-cause analysis, workarounds, and linked Incidents. Gorgias has no Problem record. We create a master Problem ticket in Gorgias with type 'problem-management' and link related Incident tickets via a 'linked_problem_id' custom ticket field. The Problem's status, description, and workaround text transfer; the customer manually rebuilds the Problem-to-Incident linkage logic in Gorgias using rules if required.

InvGate Changes (Normal, Standard, Emergency) include risk assessment, approval chain, and scheduled dates. Gorgias has no Change Management record type or approval workflow system. We do not migrate Changes as records. We export Change data (title, description, type, risk level, schedule, approvals) to a CSV delivered as a written inventory for the customer's admin to recreate as tickets with manual approval tracking or in a separate Change Management tool.

InvGate Agent accounts (display name, email, role, groups, help desk assignments) map to Gorgias Agents. We resolve by email match. InvGate roles (Agent, Admin, Manager) map to Gorgias Agent roles, though Gorgias uses a flatter permission model. Groups and help desk assignments from InvGate consolidate into Gorgias team structures; multi-help-desk hierarchies flatten to single-level teams.

InvGate Requesters (internal employees or external customers submitting tickets) map to Gorgias Customers. Name, email, phone, and company association transfer. InvGate Companies map to Gorgias Customer organization-level data. LDAP/Active Directory synced requesters may require re-invitation to Gorgias if SSO is not configured.

InvGate Company records (name, domain, address, associated contacts) map to Gorgias Customer organization fields. The Gorgias customer email serves as the primary key; organization data attaches as a related object. Multi-contact companies in InvGate merge to a single Gorgias Customer record with multiple email addresses.

InvGate Help Desks are top-level organizational units structured by location or department, each with its own calendar, routing rules, and SLA configuration. Gorgias uses a flat team model with no hierarchical help desk equivalent. Multi-help-desk InvGate instances merge into Gorgias Teams during migration, with the highest-tier help desk (by agent count) designated as the primary team. Routing rules are translated to Gorgias rules manually post-migration.

InvGate Service Catalog items define requestable services with form fields, approval requirements, and workflow triggers. Gorgias has no service catalog equivalent. We extract catalog item schemas and form field definitions as a written inventory delivered to the customer's admin. For simple catalog items, macros can reproduce form-field defaults and routing in Gorgias. Approval chains and multi-step workflows require manual rebuild in Gorgias rules or a separate workflow tool.

InvGate KB articles (title, body HTML/text, category, status draft/published) map to Gorgias Help Center articles. Article body content transfers; categories map to Gorgias Help Center sections. Article-to-ticket auto-suggestion associations and KB-linked ticket metadata do not export from InvGate and require manual reconfiguration in Gorgias Help Center settings post-migration.

InvGate SLA configurations define response and resolution times tied to priority levels and business-hours calendars. Gorgias SLA policies (available on Pro and Advanced tiers) support first-response and next-reply time targets. We translate InvGate SLA calendar definitions to Gorgias business-hours settings. InvGate's SLA breach notification triggers do not migrate; Gorgias SLA policies set targets but do not fire external notifications on breach without additional configuration.

InvGate custom properties extend Requests, Agents, Companies, and other objects with user-defined field types (dropdown, text, date, number, checkbox). We extract the property schema and values and create equivalent Gorgias ticket fields for Request-level custom data. Agent and Company custom properties map to Gorgias agent settings and customer fields respectively. Field-type mapping (e.g., InvGate multi-select dropdowns to Gorgias multi-select ticket fields) is handled during schema design.

InvGate ticket conversations include all public replies, internal notes, status-change notifications, and attachment references ordered by timestamp. We migrate the full message thread to Gorgias ticket messages, preserving internal notes as internal (visible to agents only) and public replies as customer-facing messages. Attachments download from InvGate and re-upload to Gorgias as message attachments, with external URLs preserved where InvGate stores them.

InvGate no-code workflows (exported as .sdw files) capture internal logic steps, conditions, and routing. External integration references within .sdw files do not export. We extract workflow logic as a written inventory and map simple conditional routing to Gorgias rules. Multi-step approval chains, InvGate-specific automation actions, and any .sdw steps referencing external integrations (Remote Desktop Control, third-party webhooks) require manual rebuild in Gorgias Macros and Rules post-migration.

InvGate agents log time entries against requests for billing or tracking (hours, description, billable flag). Gorgias has no native time-tracking field or object. We export time entry data and attach it as internal notes on the corresponding migrated ticket with a structured prefix (e.g., '[TimeEntry] 2.5h - Billable: Yes'). The customer's admin evaluates Gorgias time-tracking apps on the marketplace if native tracking is required.

InvGate asset links associate Configuration Items (from InvGate Asset Management) with tickets for ITAM correlation. Gorgias has no asset management or CMDB module. We export CI-link metadata as a custom ticket field (e.g., 'linked_asset_id') and deliver the full CI-link dataset as a CSV for the customer's ITAM team to reconcile in their asset management system of record.