Migrate from Jitbit Helpdesk to Gorgias

Jitbit Tickets migrate to Gorgias Tickets with full history including internal notes, status transitions, and custom field values. The Jitbit created-date, modified-date, and last-activity-date timestamps preserve. Gorgias has a two-year lookback limit on native ticket import; for longer histories we use third-party migration tooling and flag the cap during scoping so you can decide which ticket age ranges to include. Jitbit subtickets are flattened into linked tickets with a subticket_parent_id tag preserving the hierarchy.

Jitbit Users (agents, administrators, and end customers) map to Gorgias users. Agent role and group memberships from Jitbit translate to Gorgias permission sets and team assignments. Deactivated Jitbit users require explicit handling to avoid orphaning ticket assignments; we flag deactivated agents during scoping and set them as inactive in Gorgias with their historical assignments intact.

Jitbit Companies map to Gorgias Customer records with the Company type flag. Company name, domain, and contact associations migrate as standard Gorgias Customer fields. The Company-to-Customer mapping resolves before Ticket import so that the customer association is satisfied at insert time.

Jitbit Categories define ticket routing and default assignment. Gorgias has no native category object. We map category names to Gorgias Tags for routing visibility, or we document category-to-team assignment rules for manual reconfiguration as Gorgias team-based routing macros. The choice depends on how heavily your team relies on category-based routing logic.

Jitbit Tags migrate to Gorgias Tags as plain-text labels preserving the tag-to-ticket association. Tags that represent internal routing or categorization are flagged for review post-migration as some may translate better to Gorgias team assignments or macro conditions.

Jitbit Custom Fields hold structured ticket metadata (text, number, date, dropdown, checkbox types). We map field types to Gorgias custom field equivalents where possible. Complex or conditional custom fields—particularly those relying on Jitbit's SetCustomFieldsForUser API method—require value normalization during transformation. We flag any custom field that cannot map directly and propose a workaround (custom field recreation, value encoding, or acceptance of data loss on that field).

Jitbit allows custom ticket statuses beyond the defaults, stored in the application database. Gorgias uses a standard status model (open, pending, solved, closed). We map Jitbit custom status names and their open/closed semantics to the closest Gorgias status, and we document the full mapping in the handoff so your admin can apply consistent status logic post-migration.

Jitbit Knowledge Base articles (structured HTML organized into categories) migrate to Gorgias Help Center articles with full article text, attachments, and category assignments. Formatting, images, and embedded links preserve during extraction. Jitbit KB category structure maps to Gorgias Help Center category or section organization. Templates from Gorgias (ecommerce, health and beauty, food and beverage, etc.) are available post-migration if your team wants to standardize article structure.

Jitbit Canned Responses (templated replies stored per-category) migrate to Gorgias Macros. Reply text and category associations transfer, but Jitbit's variable syntax (e.g., [[ticket.author]]) differs from Gorgias's liquid-templating format (e.g., {{ticket.author_name}}). We transform known variable patterns automatically and flag any conditional formatting or unsupported actions for manual review before enabling macros in production.

Jitbit Assets (hardware/software inventory records linked to users and tickets) have no native Gorgias equivalent. We migrate asset records as structured custom fields on the linked Customer or User record, or we create a dedicated asset custom object if your team needs to maintain hardware inventory post-migration. Serial numbers, assignment history, and ticket associations preserve as custom field values and tags.

Ticket and Knowledge Base article attachments migrate as linked Gorgias attachments preserving original filenames. Inline images embedded in ticket replies and KB article HTML are extracted and re-attached as separate records. File size limits in Gorgias are documented and any attachments exceeding the limit are flagged for manual handoff.

Jitbit Automation Rules trigger actions on ticket events (keywords, status changes, category assignments). These are configuration artifacts stored in the application database and are not portable across platforms. We document every active automation rule during the pre-migration audit, including trigger conditions, actions, and any dependencies. The output is a rule-equivalence matrix with recommended Gorgias macro or automation alternatives so your admin can rebuild the routing logic post-migration.