Migrate from Kaseya VSA to Gorgias

VSA Service Desk Tickets map to Gorgias Tickets with VSA ticket subject as the Gorgias subject field, VSA status (New, Open, Pending, Resolved, Closed) mapped to Gorgias status values, VSA priority (Low, Medium, High, Critical) mapped to Gorgias priority, and VSA requester email mapped to the Gorgias customer lookup. VSA ticket body and conversation history (internal notes and customer replies) migrate as the Gorgias message thread. Any VSA ticket referencing a monitored Agent becomes tagged with the Agent hostname or Machine ID as a Gorgias tag for admin context.

VSA Organizations map directly to Gorgias Customers. The VSA Organization name becomes the Gorgias Customer name, and the primary Organization contact email maps to the Gorgias customer email. VSA Organizations may contain nested sub-organizations; Gorgias Customer does not support hierarchical nesting, so we flatten the hierarchy and attach the parent Organization name as a tag on the Customer record.

VSA Sites within an Organization map to Customer address fields in Gorgias. If a single VSA Organization has multiple Sites representing physical locations, each Site address becomes a separate address record attached to the same Gorgias Customer. Sites without an address (logical subdivisions only) become tags on the Customer rather than address records.

VSA Agent records do not map to a Gorgias native object because Gorgias manages customers, not endpoints. Agent hostnames, operating system, and Machine IDs migrate as tags on the related Customer or Ticket. If a VSA Ticket references an Agent, we attach the Agent's hostname and OS as ticket tags so that support staff can see which device generated the ticket without accessing the RMM.

VSA Agent-level custom fields (Global, Organization, Site, Agent Group, System contexts) are extracted during XML parsing. Since Gorgias does not have an RMM module, these custom field values are evaluated for relevance to customer support tickets. Fields that are ticket-contextual (for example, a custom field storing device owner or contract tier) become Gorgias ticket attributes or tags. Fields that are purely endpoint-configuration data are flagged in the migration report for admin review.

VSA Agent Groups (dynamic or static collections of endpoints) have no native Gorgias equivalent. We evaluate whether Agent Group membership carries customer support context. If the Agent Group name suggests a customer segment (for example, Premium Clients or VIP Sites), we create a corresponding Gorgias customer segment or apply the group name as a customer tag. Purely technical groups (for example, Windows Server 2019 Farm or Linux Patch Group) are flagged as not migratable to Gorgias.

VSA Agent Procedures (CMD, PowerShell, and VSA-native automation scripts) have no Gorgias equivalent and cannot migrate. Gorgias is a helpdesk platform with macros (text and action templates) and rules (conditional routing), not an RMM scripting environment. We extract a written inventory of all Agent Procedures during discovery, categorize them by function (remediation scripts, monitoring responses, patch deployment), and recommend that the customer's RMM admin rebuilds the relevant procedures in their replacement RMM platform. This inventory is delivered as part of the migration scope but is not code-migrated.

VSA Monitor Sets define alerting and threshold configurations for managed endpoints and have no Gorgias equivalent. Gorgias does not receive, store, or display endpoint monitoring data. We document Monitor Set configurations (metric, threshold, alert target, and escalation action) during discovery and flag them as requiring rebuild in the customer's new RMM platform.

VSA Patch Policies (schedules, approval rules, and reboot handling for automated patching) have no Gorgias equivalent. We inventory all Patch Policies during discovery, noting the patch schedule, approval workflow, and reboot rules for the customer's RMM admin to reconfigure in their replacement RMM.

VSA Packages (software deployment bundles and distribution schedules) are not migratable to Gorgias. We inventory package names, bundle contents, and distribution schedules and deliver this as a reference document for the customer's new RMM platform configuration.

VSA Event Sets (system event triggers and associated procedure calls) have no Gorgias equivalent. We document event trigger conditions, associated procedures, and notification targets for the customer's RMM admin to rebuild in their replacement platform.

VSA Machine ID Templates encode standardized endpoint configurations and are not migratable to Gorgias. We extract a list of Machine ID Template names and their assigned Agents during discovery as a reference for the customer's RMM admin to reapply in their replacement platform.