Migrate from ITSM 365 to Gorgias

ITSM 365 Incidents map to Gorgias Tickets. The ITSM incident_number becomes the Gorgias external_id for traceability. Priority (Critical, High, Medium, Low) maps to a custom ticket priority field in Gorgias. Resolution status and resolution notes from ITSM 365 map to the Gorgias ticket body and a closed status. We preserve the original incident_created_at timestamp as a custom field itsm_created_at__c on the Gorgias ticket for audit. Incidents with an assigned ITSM agent map to the Gorgias agent by email match.

ITSM 365 Service Requests map to Gorgias Tickets. The request category (Password Reset, Access Request, Hardware Request) becomes a Gorgias tag or a custom ticket field. Requester information (name, email, department) maps to the Gorgias Customer record linked to the ticket. Service Request attachments migrate as Gorgias ticket attachments via the ContentDocument model.

ITSM 365 Problem records (root-cause analysis tracking, ITIL Problem Management) have no Gorgias equivalent. Gorgias is a support ticketing tool, not an ITSM problem-management platform. We export Problem records to a structured CSV inventory document with all fields mapped, linked Incidents listed, and a recommended workaround in Gorgias (typically a tag-based category plus a linked parent ticket). The customer admin uses this document to recreate a lightweight problem-tracing workflow in Gorgias Rules if needed.

ITSM 365 Change records (ITIL Change Management: CAB approvals, implementation dates, risk ratings) have no Gorgias equivalent. Gorgias does not include a change-management module. We export Change records to a CSV with all standard ITSM 365 fields (Change ID, type, risk level, approval status, implementer, schedule) and deliver a written handoff document. The customer's IT operations team manages change records outside Gorgias post-migration, typically in a separate IT governance tool.

ITSM 365 SLA configurations (target response time, resolution time, business hours, escalation rules) do not have a direct Gorgias equivalent. Gorgias has SLA metric fields on tickets but no automated SLA timer, pause, or breach escalation. We map ITSM SLA names to Gorgias custom ticket fields (sla_target_response_hours, sla_target_resolution_hours, sla_plan_name) as read-only metadata. The customer configures SLA reminders manually in Gorgias Rules or uses a third-party SLA tool integration post-migration.

ITSM 365 Standard includes multi-step approval chains for Service Requests and Changes. Gorgias has no native approval workflow feature. We inventory every active approval chain with its trigger, approver sequence, and SLA dependency, and deliver a written reconstruction guide mapping each chain to a Gorgias Rule (if approver notification is sufficient) or recommending an external approval tool. Approval chains that require actual workflow gates rather than notifications do not transfer.

ITSM 365 Agents and Technicians map to Gorgias Agents. We match by email address. Any ITSM agent without a matching Gorgias agent account goes to a reconciliation queue for the customer admin to provision before the migration batch runs. Inactive ITSM agents who still own tickets are mapped to the corresponding inactive Gorgias agent so that ticket attribution is preserved.

ITSM 365 Requesters and End Users map to Gorgias Customers. The ITSM user email becomes the Customer email field. First name and last name split from the ITSM display name. Phone, department, and custom user properties map to Gorgias Customer custom fields. If ITSM 365 stores the requester as an anonymous portal submitter (no account), we create a Gorgias Customer with email only and flag it for admin review.

ITSM 365 custom properties on Incidents, Service Requests, and Users migrate to Gorgias custom fields of equivalent type (text, number, date, boolean, dropdown). Gorgias custom fields attach to Ticket or Customer objects via the object_type parameter in the Gorgias API. We pre-create all destination custom fields before migration so that data lands in typed fields rather than falling back to the ticket body. Deprecated or deactivated ITSM 365 custom properties are flagged and excluded.

ITSM 365 ticket attachments (images, documents, screenshots) migrate to Gorgias ticket attachments via the ContentDocument model. We extract the attachment URL from ITSM 365, download the file, and upload it to Gorgias linked to the correct ticket. Files exceeding Gorgias attachment size limits are flagged for alternative storage (S3, Google Drive link) with the URL inserted in the ticket body.

ITSM 365 ticket history entries (status changes, assignment changes, internal notes, public replies) migrate to Gorgias Ticket Messages. We differentiate internal notes (via the public=false flag on the message object) from public replies. The original ITSM timestamp becomes the Gorgias message timestamp. Agent replies and customer replies are distinguished by the sender type in the message object.

ITSM 365 knowledge base articles do not have an automated export path; the platform stores articles in a proprietary format with category trees. We inventory the article structure (categories, subcategories, article titles, body content, and any tagging) and deliver a structured export with HTML body content suitable for import into the Gorgias Help Center. The customer admin publishes the Help Center articles post-migration. We do not publish the Help Center as part of the migration scope.