Migrate from ITCO to Gorgias

ITCO Support Tickets map directly to Gorgias Tickets. The ITCO ticket ID is preserved as an external reference field for audit trails. ITCO status (Open, Pending, Resolved, Closed) maps to Gorgias Ticket Status using the same semantic values. We extract ticket priority, assigned agent, and timestamps from ITCO during the manual export phase and format them for Gorgias REST API import. Custom ticket fields from ITCO require pre-creation in Gorgias as typed custom fields before import; we build the field registry during discovery and configure Gorgias custom fields in the customer's account before migration runs.

ITCO Customer records map to Gorgias Customers. The mapping preserves customer email, name, phone, and address fields. If ITCO stores customer identifiers, we carry them into a Gorgias custom field for cross-system reconciliation. Customer records must import before Tickets so that the customer reference on each Ticket resolves correctly during Gorgias API ingestion.

ITCO Company records map to Gorgias Organizations. The company name becomes the Organization name, and domain or website fields transfer directly. If ITCO stores company-level metadata (industry, employee count, tier), we map these to Gorgias Organization custom fields. Organizations in Gorgias can be linked to Customers for companies with multiple contacts; we resolve this relationship from ITCO's Company-to-Customer linkage data.

ITCO Agent records map to Gorgias Users with the Agent role. Agent email, name, and role (Admin, Agent) transfer directly. We match agents by email address against the Gorgias destination account. If an ITCO Agent does not yet have a corresponding Gorgias User, we create them during migration. Agent permissions and group memberships from ITCO map to Gorgias Team assignments and Role settings.

ITCO Team structures map to Gorgias Teams. We extract team names, hierarchies, and agent memberships from ITCO and recreate them in Gorgias as Team objects with the appropriate User memberships. Team-level routing rules from ITCO are documented for manual rebuild in Gorgias Rules since routing logic does not migrate automatically.

ITCO Conversation threads (messages between customers and agents within a Ticket) map to Gorgias Messages. We preserve message ordering, sender (Customer vs Agent), timestamp, and message body. Message attachments are flagged for manual upload because ITCO attachments require manual download and Gorgias CSV import does not support media file transfer. Message threads attach to the parent Ticket using the ITCO ticket ID as the reconciliation key.

ITCO custom ticket fields vary by customer configuration and are not standardized in ITCO's documentation. We conduct a discovery call to enumerate all custom field names, data types (text, number, date, dropdown), and validation rules. Each custom field is then created in Gorgias as an equivalent typed custom field before data import. The mapping document produced during discovery is the source of truth for field-level transforms during import.

ITCO ticket status values (typically Open, Pending, Resolved, Closed) map directly to Gorgias Ticket Status values. We verify the exact status labels in the customer's ITCO configuration during discovery and create matching Gorgias status values. Status transition rules from ITCO are documented for manual rebuild in Gorgias Rules.

ITCO priority levels (typically Low, Medium, High, Urgent) map to Gorgias Ticket Priority. We confirm the customer's ITCO priority schema during discovery and create matching Gorgias priority values if they do not already exist. Priority-based routing or SLA rules from ITCO are documented for rebuild in Gorgias Rules.

ITCO file attachments on Tickets and Messages cannot be exported programmatically. We flag all tickets with attachments during scoping, provide a manual download checklist organized by ticket, and guide the customer through downloading files to a shared directory. Once files are in the shared directory, we map their filenames and ticket associations to the Gorgias import manifest. Customers then re-upload attachments manually in Gorgias after migration. This limitation is documented in the pair-specific evidence from Help Desk Migration Gorgias guides noting that CSV imports do not transfer media files.

ITCO does not expose a documented tag taxonomy via API. We do not migrate tags automatically. We enumerate visible tag names from the ITCO export and provide a Label creation checklist for the customer to recreate labels in Gorgias before or after migration. Label-to-Ticket associations are documented for manual application post-migration.

ITCO does not document knowledge base article support. If the customer has KB content in ITCO, it must be exported manually and re-created in Gorgias Help Center. We do not include KB migration in standard ITCO scopes. We provide a content inventory template for the customer to catalog existing KB articles for manual import to Gorgias Help Center post-migration.