Migrate from iTop to Gorgias

iTop UserRequest records map to Gorgias Ticket. We map title to subject, description to the initial ticket message body, functional_ci_id to an external reference note (since Gorgias has no CI class), and priority/status directly. iTop request_type maps to a custom ticket tag for categorization. The original iTop ticket ID is preserved as external_id so tickets can be traced back to source.

iTop Incident records map to Gorgias Ticket with a severity tag applied from the incident priority field. Incident-specific fields (impacted_ci, caller, assignment) map to ticket metadata fields and agent assignment. The incident timeline (private log entries) migrates as internal notes on the Gorgias ticket. Incidents with a user_request_id (linked incident) carry that relationship as a tag linking the two migrated tickets.

iTop Contact records (person type) map to Gorgias Customer. Email maps directly; name splits into first_name and last_name. Phone, organization membership, and language preference migrate to the corresponding Gorgias Customer fields. If the contact lacks a name, we use the email local-part as a display name and flag for manual review.

iTop Organizations map to Gorgias Customer organization field. We export organization hierarchy and attach the top-level organization to each related Customer record. If Gorgias does not create an explicit organization record, we set the company name on the Customer and tag it for the customer's admin to create an Organization in Gorgias settings post-migration.

iTop User accounts with a profile assignment (agent, supporter) map to Gorgias Agents. We export login, email, and profile role for manual recreation in Gorgias since direct credential migration is not supported. Password hashes do not transfer; agents receive Gorgias onboarding invites. User status (active/inactive) maps to agent active flag.

Gorgias has no native Change Management object. We migrate Change Request records as Tickets with a change_request tag, carrying the change type (normal, urgent, emergency), approval status, and rollback plan as internal notes. The customer uses these records as reference documentation; any approval workflow requires rebuild in Gorgias Macros or automation rules.

iTop Services map to Gorgias Tags for ticket categorization. If the customer uses service-level SLAs in iTop, we document the service-to-tag mapping so that macros and automations can route or respond based on the tag. Service catalog structure does not replicate in Gorgias; we deliver a written service catalog inventory for the customer to configure as knowledge base categories or automation triggers.

iTop CI records (Servers, Network Devices, Applications, Databases) have no direct Gorgias equivalent since Gorgias is a customer support tool. We export CI records to a structured CSV and attach a reference link to the most relevant tickets. The customer admin can store this CSV externally or integrate with a dedicated CMDB. We do not attempt to create a CI inventory inside Gorgias as it does not support the schema.

iTop attachments stored in the file system export with their metadata (filename, size, linked object class, linked object ID). We re-upload the raw files to Gorgias as ticket attachments during import. The original file URL becomes invalid after migration; the re-uploaded file URL is the new canonical reference. We batch large attachment sets by date range to avoid export payload limits.

iTop FAQ and Knowledge Base articles migrate to Gorgias Help Center. We export article title, content (HTML), and category, then re-import via Gorgias REST API. Category hierarchy from iTop maps to Help Center categories; we flag any category with no Gorgias equivalent for manual category creation. Published status migrates as draft by default; the customer reviews and publishes post-migration.

SLA response and resolution time targets from iTop do not transfer as functional SLAs in Gorgias. We document each SLA definition (escalation matrix, response time, resolution time targets, calendar) in a written inventory with a recommended Gorgias Macro or automation trigger equivalent. SLA escalation chains require rebuild in Gorgias Macros and are outside data migration scope.

iTop custom classes created via XML extensions require individual schema review during scoping. We request a schema export (via iTop Designer module or XML inspection) and map each custom class to either Gorgias custom fields on the equivalent object or a supplementary CSV export for external reference. Custom class relationships (linked CIs, parent-child) map as structured notes if no relationship field exists in Gorgias.