Migrate from ITsDone Help Desk to Gorgias

ITsDone Tickets migrate to Gorgias Tickets with full conversation threads, internal notes, status, priority, and creation/modification timestamps preserved. The ITsDone ticket ID is stored as an external_id field on the Gorgias Ticket for audit traceability. Agent assignment maps from ITsDone agent email to Gorgias agent user. Tags associated with the ticket carry over as Gorgias tags and are resolved after the tag migration phase completes. Note: Gorgias's ticket context is ecommerce-centric (order ID, customer lifetime value, product references); ITsDone tickets structured around IT incident fields may not have ecommerce equivalents and are flagged during scoping as custom field candidates.

ITsDone Customer records map to Gorgias Customer with name, email, phone, and company association intact. Email serves as the dedupe key during import. Any ITsDone custom attributes stored on the customer record are parsed and mapped to Gorgias custom fields on the Customer object. Customer data type is validated against Gorgias's supported custom field types (boolean, number, text); calculated fields, dependent dropdowns, or formula fields from ITsDone that cannot be represented natively are flagged for manual migration or post-migration configuration.

ITsDone agent profiles (name, email, role, group assignment) transfer to Gorgias as agent User records. Role naming conventions differ: ITsDone uses agent groups and SLA-based assignment groups; Gorgias uses a simpler permission model based on Macros, Rules, and inbox access levels. We create a role mapping table during scoping that translates ITsDone agent groups to nearest Gorgias permission sets (Full Access, Ticketing Only, Read Only). Any agents without a matching email in the Gorgias destination are held in a reconciliation queue for the admin to provision before record import resumes.

Tags associated with ITsDone tickets migrate as Gorgias Tags. Character restrictions and length limits are validated during extraction; tags exceeding Gorgias limits are normalized by truncation or character replacement per the tag normalization table defined during scoping. Tags used for ticket categorization in ITsDone map directly; tags used for content classification carry the same label. Tag application context (per-ticket versus per-customer) is preserved by resolving the parent ticket or customer reference at migration time.

ITsDone Knowledge Base Articles, sections, and categories migrate to Gorgias's Help Center structure. Article body content (HTML) transfers directly, with section and category hierarchy mapped to Gorgias's folder and subfolder model. Post-migration HTML review is recommended: embedded media referencing ITsDone-hosted assets and internal ITsDone links may not resolve in Gorgias and should be flagged as remediation items during QA. Rich-text formatting is preserved; complex tables or embedded forms may require minor manual adjustment post-import.

ITsDone SLA configurations (business hours, first-response targets, resolution targets, escalation rules) translate to Gorgias SLA rules, which are available on the Advanced plan ($900/month) and above. On Basic and Pro plans, SLA rules are not available natively; we document the SLA configuration as a post-migration checklist item for the customer to configure manually or to include in their Gorgias upgrade decision. Multi-tier SLA policies with conditional escalation are not 1:1 migratable and are documented with a recommended Gorgias SLA rule configuration per tier.

ITsDone custom ticket fields are parsed from the schema export and mapped to Gorgias custom fields on the Ticket object. Valid Gorgias custom field types are boolean, number, and text. Dependent dropdowns, calculated fields, and formula fields from ITsDone are flagged as unsupported during scoping because Gorgias does not support these field structures. Required field flags and field ordering (priority) migrate directly where field types are compatible. Some ITsDone editions limit the number of custom fields available; we detect the active edition during discovery and flag any fields that exceed edition limits.

ITsDone custom customer fields migrate to Gorgias custom fields on the Customer object under the same type restrictions (boolean, number, text). Customer merge rules in ITsDone (consolidating duplicate customer records) have no direct Gorgias equivalent; we document any merge groups as a cleanup task for the admin to handle before migration to avoid duplicate Customer records being created. Email-based deduping is applied during import to prevent obvious duplicates.

ITsDone stores attachment references as URLs rather than embedding binary files. We re-download all referenced attachment files during a pre-migration attachment phase, then re-upload to Gorgias via the attachment API and associate them with the correct ticket and customer records by resolving the parent ticket and customer references from the ITsDone schema. Attachment URL expiration during multi-session migrations is the primary technical risk; we validate all URLs at the start of each migration session and re-fetch any that return HTTP errors before proceeding.

ITsDone workflow automations, triggers, auto-assignments, and escalation rules are not exposed through the export interface and cannot be migrated programmatically. We extract a structured automation audit document listing every active workflow with its trigger type, conditions, actions, and execution order. This document is delivered to the customer as a rebuild checklist for their Gorgias admin to use with Gorgias Macros (from Starter upward) and Rules (Advanced plan and above). The rebuild scope is scoped during discovery by reviewing the ITsDone automation list, and the estimated rebuild effort is included in the migration scope estimate.

ITsDone reporting configurations, agent performance dashboards, and SLA monitoring reports do not export. We document the complete list of active reports including data sources, filters, and visualization types as a separate inventory deliverable. Gorgias includes a native reporting suite on Advanced and Enterprise plans; the customer reviews the inventory against Gorgias's available report types and rebuilds the critical ones post-migration. Custom metrics (available on Gorgias Enterprise) are not available on lower tiers and are flagged in the inventory if the destination plan is Basic or Pro.

ITsDone saved ticket views and filtering logic are not exported from the platform. We document the active saved views including filter conditions, sorting, and column configuration as a written inventory. Gorgias's view system uses a different filter syntax; the inventory lists each ITsDone view with its equivalent Gorgias filter configuration so the admin can recreate the views in Gorgias during the post-migration setup phase.