Migrate from IT Care Center to Gorgias

IT Care Center Request Management records (incidents, service requests, and inquiries) map directly to Gorgias Tickets. The source channel (portal, email, BOT, Slack, WhatsApp, MS Teams) is preserved as a tag on the migrated ticket so agents can filter by original intake channel in Gorgias. Open and closed status maps from IT Care Center request state to Gorgias ticket status. Resolution notes transfer as the last internal note on the ticket.

IT Care Center Knowledge Management articles migrate to Gorgias Help Center articles. Articles linked to specific IT Care Center services or products are flagged during scoping because Gorgias Help Center does not have a native service catalogue. We preserve article-to-service links as Gorgias tags and deliver a service catalogue gap inventory for the customer to rebuild the service context post-migration. Published, draft, and archived states transfer to Gorgias article status.

IT Care Center end-user and agent accounts map to Gorgias Agents by email address match. We flag inactive accounts and duplicate email entries during scoping. Per-user pricing on IT Care Center means user count must be accurate before migration; Gorgias charges per-ticket not per-agent, so excess agent seats do not incur additional cost post-migration. Agent permissions (admin, agent, end-user roles in IT Care Center) map to Gorgias role structure.

Tags applied to IT Care Center tickets migrate as Gorgias tags on the equivalent ticket. IT Care Center tagging conventions vary by organisation, so we deduplicate identically named tags during import and preserve the full tag taxonomy as a tag-inventory document. Tags that referenced IT Care Center-specific modules (Change tags, Problem tags) are preserved with a migrated-CCM or migrated-PRM prefix so they are identifiable post-migration.

IT Care Center Change Management records have no native Gorgias equivalent. We migrate Change records as Gorgias tickets with a tag migrated-CCM, preserving change request ID, approval status, risk level, and linked ticket references. The change-to-ticket linkage transfers as a text tag (e.g., CR-1234 linked to TKT-5678) because Gorgias does not support a native change-request object. This is a documented gap: if the customer requires formal change management workflows, we recommend rebuilding them outside Gorgias or using a dedicated ITSM add-on.

IT Care Center Problem Management records have no native Gorgias equivalent. We migrate Problem records as Gorgias tickets with a tag migrated-PRM, preserving problem ID, root cause description, linked incidents, and status. Problem-to-incident linkage transfers as a text tag referencing the related ticket IDs. This is a documented gap: if the customer requires formal problem management workflows, we recommend rebuilding them as tagged ticket views or a separate process post-migration.

IT Care Center Asset Management records (hardware, software, licences) have no native Gorgias equivalent. We do not migrate Assets as standalone records because Gorgias has no asset management module. Instead, we map the most relevant asset identifiers (hardware serial numbers, software licence keys) as custom text attributes on the associated Customer record. Full asset tracking requires a separate asset management tool or a custom Gorgias integration. We flag this gap in the migration inventory and advise on options.

IT Care Center Project Management module records map to Gorgias tickets with a migrated-Project tag. Project name, description, due date, and assignment data transfer as ticket fields. Project-task relationships are preserved as a text tag referencing related ticket IDs. If the customer relies on project-level tracking for IT service delivery, we recommend rebuilding project management as tagged ticket groupings or a dedicated project tool post-migration.

IT Care Center tickets opened via portal, email, BOT, Slack, WhatsApp, or MS Teams generate conversation entries in potentially different internal formats. We consolidate these into a single chronological conversation on the destination Gorgias ticket by sorting on timestamp across all channel entries. The source channel per message is preserved as a metadata tag so agents can see which channel generated each message. This prevents the split-conversation problem that occurs when multi-channel threads are imported without thread consolidation.

IT Care Center automation rules (threshold-based alerts, repetitive task triggers) do not migrate as executable code because Gorgias Macros are a different automation model. We deliver a written inventory of every IT Care Center automation rule with its trigger conditions, actions, and recommended Gorgias Macro equivalent. The customer rebuilds macros in Gorgias Settings using the inventory as a specification. This is standard scope for all FlitStack AI migrations: automations do not migrate as code.

IT Care Center end-user records (submitting tickets as internal or external requesters) map to Gorgias Customer records. The primary email address is the dedupe key. Customer name, email, and any custom fields transfer to Gorgias Customer attributes. Phone numbers and company associations transfer where present in IT Care Center. If IT Care Center stores end-user company or department, we map it to a custom Gorgias Customer attribute.

IT Care Center Request Management includes SLA tracking for response and resolution times. Gorgias SLA policies are available on Advanced and Enterprise plans only. If the customer is on a lower Gorgias tier, we flag SLA policy migration as a tier-gap item and note that SLA rebuild is available in Gorgias Settings once the customer upgrades. SLA names and target hours transfer to the inventory document for admin rebuild.