Migrate from Kaseya Vorex Service Desk to Gorgias

Vorex tickets migrate to Gorgias tickets as the primary record. We map Vorex ticket fields (Status, Priority, Type, Summary/Subject, Description, CreatedDate, UpdatedDate, ClosedDate) to Gorgias ticket fields. Conversation threads from Vorex internal notes and external replies map to Gorgias message records ordered by timestamp. Vorex ticket number is preserved as a custom field vor_ticket_number__str for audit continuity.

Vorex Organizations represent client companies submitting tickets. They map to Gorgias Customer records. The Organization name becomes Customer name, primary contact email becomes the primary email address, and the Organization's domain field maps to a custom field if present. Multiple Vorex Organizations can be loaded as separate Customer records in Gorgias without flattening.

Vorex Contacts within an Organization are secondary requester records. Gorgias Customers can hold multiple email addresses and phone numbers on a single record. We merge Vorex Contacts with matching email addresses into the corresponding Gorgias Customer and populate secondary contact fields. Contacts with no email address are merged into the parent Organization's Customer record as notes.

Vorex Service Desks are top-level organizational containers that may be scoped by department or region. Gorgias has no equivalent hierarchical container. We flatten Service Desk assignments into Gorgias Teams (for agent assignment scoping) and apply a tag with the Service Desk name to each ticket so teams can filter tickets by original Vorex Service Desk. Teams must be pre-created in Gorgias before migration begins.

Vorex agents map to Gorgias agents by email match. Vorex agent role (admin, technician, requester) maps to Gorgias role (admin, agent) where applicable. Any Vorex agent without a matching email in Gorgias is assigned to a default agent and flagged for manual provisioning post-migration. Agent permissions do not carry over as Vorex permission model and Gorgias role model are structurally different.

Vorex exposes structured custom field data via GET /api/odata/1.0/ServiceDeskCustomFieldDetails with fields including CustomFieldCaption, CustomFieldName, CustomFieldValue, CustomFieldType, CustomFieldDefaultValue, TicketId, and TicketNumber. We map Vorex custom field types (text, number, date, dropdown, checkbox) to the equivalent Gorgias custom field type and preserve CustomFieldCaption as the field name and CustomFieldOrder as the display position. Custom field values are joined to each ticket record at migration time.

Vorex SLA Policies define response and resolution time targets tied to ticket priority. Gorgias does not have a native SLA policy engine equivalent at the Starter and Growth tiers. We extract the full SLA configuration (priority mapping, response hours, escalation rules) and deliver it as a written configuration guide for the customer's Gorgias admin to implement manually post-migration using Gorgias's time-based automation rules and SLA.timer integration.

Vorex tracks billable and non-billable time logged against tickets for professional services scenarios. Gorgias has no native time tracking object. We migrate time entry records (duration, date, agent, description) as internal notes on the relevant ticket with a custom field vor_time_entry__bool set to true and vor_time_duration__num carrying the minutes value so billing teams can extract this data for import into their invoicing tool.

Ticket attachments (documents, screenshots, logs) associated with Vorex tickets are extracted and re-uploaded to Gorgias as ticket attachments. Files over 25 MB are flagged and handled via chunked upload if supported, or stored with an external download link in a custom field vor_attachment_url__str. Binary attachments are the highest-risk migration object due to size variability and encoding differences.

Vorex tickets frequently contain embedded IT Glue configuration item references (servers, workstations, software licenses) linked via the IT Glue bidirectional integration. These are external IDs pointing into IT Glue that do not exist in Gorgias. We extract the full CI link data (CI name, CI ID, CI type, link URL) and store it as a structured custom field vor_itglue_ci__str on each affected ticket. The customer manually re-links assets in their new tool post-migration. This is a known data loss for auto-populated asset context.

Vorex tickets may contain VSA Live Connect remote session references and device IDs embedded via the VSA integration. Gorgias has no remote session or endpoint management capability. We extract the VSA device reference (device name, machine ID, last login URL) as a custom field vor_vsa_device__str on the ticket so the customer's IT team can re-establish device context in their new remote management tool.

Vorex ticket tags migrate to Gorgias ticket tags. Tags are freeform string labels in both platforms. We extract all distinct tag values from Vorex tickets, create them in Gorgias before the main migration run, and apply them to the corresponding tickets during import so tag-based routing and filtering continuity is maintained.