Migrate from iSupport Software to Gorgias

iSupport Incidents map to Gorgias Tickets with status, priority, category, assignee, and requester preserved. The iSupport 10-digit alphanumeric ticket ID is stored as a custom field src_incident_id__c on the Gorgias ticket for cross-reference during the post-migration audit window. Requester resolution uses iSupport Customer email as the Gorgias customer lookup key.

iSupport Customer records map directly to Gorgias Customer objects. Email, phone, name, language, and timezone migrate as standard fields. Any mapped custom fields transfer to Gorgias custom fields (string, boolean, date, or number types per the Gorgias data model). Multi-value picklist values from iSupport require pre-migration field-level audit to separate schema from data.

iSupport Companies do not have a direct Gorgias equivalent because Gorgias uses flat Customer records without a separate organizational account object. We store the iSupport Company name as a custom field organization__c on the Gorgias Customer record, and preserve the company-to-customer linkage by populating the same organization__c value on all Customers that shared the same Company record in iSupport.

iSupport Knowledge Entries (FAQ and article records) map to Gorgias Help Center articles. Title, body content, category structure, and attachments transfer. The Gorgias Help Center supports article categorization and tag assignment; we map iSupport knowledge categories to Gorgias categories and create new ones where no match exists. Articles without a category receive a default Migration Imports category for admin review.

iSupport custom fields on Incidents and Customers map to Gorgias custom fields. String, boolean, number, and date field types migrate directly. Picklist values require a separate field-level audit before transformation because iSupport does not always separate picklist definitions from record data in standard exports. We extract the picklist schema, map each value to the Gorgias field's allowed values, and create new picklist options in Gorgias where no match exists.

iSupport Surveys attach to Incidents and capture post-resolution satisfaction data. Survey questions and answer schemas require manual mapping because Gorgias uses a built-in CSAT score (1-5 stars) and a satisfaction survey block as the standard. We migrate the survey questions as a written document for the customer's admin to recreate in Gorgias, and map any numeric score values to the Gorgias satisfaction rating field. Open-ended survey responses migrate as ticket notes.

iSupport Assets track configuration items, hardware, and software inventory with serial numbers and purchase dates. Gorgias has no native CMDB or CI object. We store the iSupport Asset ID and asset name as text custom fields on the related Gorgias ticket so that agents can reference the asset during ticket resolution. The incident_asset_link junction table is explicitly requested during scoping; if unavailable, we fall back to a text-based asset ID field stored on the Incident record.

iSupport Change Records (available only in the Service Desk Edition) have no Gorgias equivalent. We export Change Records as a structured CSV including change type, risk assessment, approval status, and linked Incident IDs, and deliver this as a written handoff document for the customer's admin to manually recreate in their preferred change management tool post-migration. Pre-migration feature detection confirms whether Change Records exist before scoping this object.

iSupport CMDB Configuration Items and their dependency maps have no Gorgias equivalent. We export CI records as a structured dataset including item name, type, serial number, and item-to-item relationships, and deliver this as a written handoff document for manual rebuild if the customer requires a separate CMDB tool. This object is scoped out of the migration data load by default because Gorgias does not support CI records.

iSupport email routing rules use a positional ordering system evaluated by the Email Processing agent. On-premise deployments store email configuration in local settings that differ from hosted deployments; we audit the deployment type during discovery and adjust export strategy accordingly. Email rules migrate as a written inventory document (rule name, conditions, actions, position order) for the customer's admin to rebuild in Gorgias under Settings > Channels > Email > Routing Rules. We do not migrate email accounts as configuration because destination email routing requires re-authentication.

Incident attachments and Knowledge Entry file attachments migrate to Gorgias as ticket attachments linked to the corresponding ticket. We resolve the parent Incident reference, download the attachment blob, and upload to Gorgias via the REST API. Large attachments (over 20 MB) are flagged for the customer to handle via an alternative storage link because Gorgias attachment limits apply.

iSupport Agents referenced on Incidents map to Gorgias Agents by email resolution. Any iSupport Agent without a matching Gorgias user goes to a reconciliation queue for the customer's admin to provision before record import resumes. Agent role and permission level (Admin, Agent) maps from iSupport user type to Gorgias agent role.