Migrate from Issuetrak to Gorgias

Issuetrak Issues map directly to Gorgias Tickets. The Subject becomes the Ticket subject, Description becomes the initial message body, and Assigned_To resolves to a Gorgias agent matched by email. Priority maps to a custom Ticket priority property. The two-level Status and Substatus hierarchy from Issuetrak combines into a single Ticket status value in Gorgias with the original Substatus preserved in a custom property iss_substatus__c for reporting. Global Issue linkage attaches via a Tag using the parent Global Issue identifier so grouped issues remain visible together in Gorgias.

Issuetrak Issue Classes provide categorical structure for tickets (IT, HR, Facilities, etc.) and drive dashboard filtering. We export the Class assignment per Issue and create a corresponding Tag in Gorgias. Multiple Classes on a single Issue create multiple Tags. The Tag naming convention preserves the Class name and is confirmed with the customer during scoping to avoid collision with existing Gorgias tag usage.

Issuetrak uses a two-level hierarchy: Status (Open/Closed) and Substatus (Pending, In Progress, Resolved, etc.). We flatten this into a Gorgias Ticket status (open, pending, resolved, closed) and store the original Substatus value in a custom property iss_substatus__c as a text field. If the customer requires Substatus as a distinct categorical field, we configure it as a dropdown property during destination schema setup.

Issuetrak UDFs are the platform's primary customization mechanism and include text, large text, number, date, list (single-select), multi-list, and task-associated types. We export UDF definitions separately from UDF values and join them in the migration workspace. Single-list UDFs map directly to Gorgias dropdown properties. Multi-list UDFs store comma-delimited strings in Issuetrak which we parse into array values and set as Gorgias multi-select properties. Task-Associated UDF triggers do not migrate; we export the Task Group contents as standalone Tasks on each affected Ticket and note the trigger for rebuild in Gorgias Rules.

Issuetrak Task Groups are collections of predefined tasks triggered by specific UDF list selections. We export the Task Group linkage and the task contents for each Issue. Each task becomes a standalone Task record in Gorgias linked to the parent Ticket. The conditional trigger logic (which list value triggers which Task Group) is documented separately for rebuild in Gorgias Rules.

Issuetrak Solutions are pre-written text templates used to close or respond to Issues. We export Solution body, category assignment, and any canned-response metadata. Solutions map to Gorgias Macros with the same response body and applicable ticket conditions. The Gorgias Help Desk Migration tool explicitly lists automatic macro transfer as a migration step, confirming the destination supports this mapping. Multi-language Solutions require separate Macro records per language, which we handle during the knowledge base phase.

Issuetrak Knowledge Base articles store HTML content with embedded images. We export articles with full HTML body, attachment filenames, and category assignments. The HTML-to-markdown conversion is the primary complexity in this object: we strip Issuetrak-specific HTML tags, convert tables and embedded images to Gorgias-compatible markdown, re-host images to a CDN-accessible location, and map Issuetrak categories to Gorgias Help Center categories. Multi-language KB articles are exported per locale and created as separate article records in the corresponding Gorgias Help Center language.

Issuetrak Global Issues link multiple related Issues for collective management (e.g., one master issue tracking a widespread outage). We export the linkage table and create a Tag on each member Issue using the Global Issue identifier (e.g., tag: global-issue-1234). This preserves visibility of the grouping in Gorgias without requiring a native Global Issue object.

Attachments on Issuetrak Issues and Knowledge Base articles are exported as binary files with filenames preserved. We associate each file with the correct parent Ticket in Gorgias during import. Large attachments are uploaded via Gorgias's file attachment API with retry logic on rate-limit responses.

Issuetrak Survey results are exported via the reporting interface CSV export, which applies any active report filter at the time of export. We request unfiltered exports during scoping to ensure no response rows are silently dropped. Survey questions and answers map to a custom satisfaction property set in Gorgias Ticket. Note that Gorgias's native Satisfaction Survey feature may be used as the post-migration replacement for ongoing feedback collection.

Issuetrak Agents (paid support staff) and end-users (submitters) both export. Agents map to Gorgias Agent accounts matched by email address. End-users map to Gorgias Customer records. On-premises deployments may require the customer's DBA to provide a user export if the API access for user data is restricted by the API token's permission level.

Issuetrak Issue Auditing captures field-level change history (who changed what, when). We export the audit trail as a supplementary dataset. Admin Auditing of configuration changes exports separately and is useful for compliance reporting. Gorgias does not have a native audit trail import endpoint, so we deliver the audit data as a structured CSV handoff for the customer's records management team.