Migrate from Khoros Service to Gorgias

Khoros Customer records map to Gorgias Customer records with the primary profile fields (id, screen_name, email, location) preserved. Custom searchable and non-searchable customer fields discovered via GET /meta/object/customer migrate to Gorgias custom fields via the /api/custom-fields endpoint with object_type=Customer. We run the meta/object discovery at the start of every migration to capture any tenant-specific custom fields that would otherwise be silently omitted. Customer order data from Shopify, WooCommerce, or Magento attaches to the Gorgias Customer via the native ecommerce integration configured post-migration, not during data migration.

Khoros Author represents the social identity of a customer engaging on a channel (separate from the primary Customer profile). We export author.screen_name, author.brandOwned, and author.properties metadata and link these to the corresponding Customer record in Gorgias using the email or screen_name as the lookup key. Where no matching Customer exists, we create a Customer record from the Author data and flag it for the customer's admin to reconcile post-migration.

Khoros Case maps to Gorgias Ticket with title, status, customId, priority, and all customCaseProperty fields preserved. The Khoros Case customId becomes the Gorgias Ticket external_id for cross-platform reference. Status mapping uses a translation table since Khoros and Gorgias use different status enumerations (Open, Pending, Resolved, Closed versus Open, Pending, Solved, Archived). Priority maps directly where the values align; custom priority tiers become Gorgias priority values with a note in the migration report.

Interactions are nested as an ordered array within each Khoros Case. We flatten this array into individual Ticket Reply records in Gorgias, preserving the ordinal sequence using the interaction.createdAt timestamp and an internal sequence counter. Each reply carries the agent attribution (mapped via email to the Gorgias agent), the message body, and any channel metadata (social channel, community post, direct message). This is the most transformative step in the migration because Gorgias treats replies as separate records while Khoros treats them as embedded objects.

Khoros real-time Conversations (distinct from Case-based Interactions) migrate as Tickets in Gorgias with a source_channel tag indicating the original channel (web chat, messaging app). Conversation metadata and message history map to the Ticket body and reply thread. We set the ticket source to the original channel so Gorgias's channel assignment rules fire correctly on import.

Khoros Agent records (email, name, role assignment) map to Gorgias Agents. We match by email address as the primary key. Khoros initiative-based scoping has no direct Gorgias equivalent — we export initiative membership as a tag on each Case record and instruct the customer's admin to assign team memberships in Gorgias post-migration. Agents with inactive or deleted status in Khoros are imported as inactive Gorgias agents to preserve assignment history.

Khoros Brands define multi-tenant scoping for enterprise deployments managing multiple product or regional communities. We export Brand associations as Tags on Customer and Case records, using the brand name as the tag value. The customer chooses during scoping whether to use a single tag field or a structured tag taxonomy in Gorgias. This is a lossy mapping in the sense that Brand-level permissions and data isolation do not replicate in Gorgias, which is a flat single-tenant structure.

Khoros Initiatives group Campaigns and Case workflows under a specific business objective. We export initiative membership on Case records as Tags using the initiative name as the tag value. Initiative-level reporting does not have a Gorgias equivalent; we document the initiative taxonomy in the migration report so the customer can rebuild reporting segments using Gorgias's Tags and team assignments. Initiative-level routing rules do not migrate and are listed in the automation inventory.

Khoros Campaigns track marketing and social care campaign attribution on Cases and Conversations. We export campaign association as a tag on the Case record (migrated as a Gorgias Ticket). Where the destination has a native Campaign object that the customer wants to use, we map to the Gorgias Tag and note in the migration report that the customer should create corresponding Campaign records post-migration for attribution reporting.

Khoros Knowledge Base articles with structured content, categories, and visibility settings migrate to Gorgias Help Center articles. We export article body, title, and category hierarchy. Image assets embedded in KB content are downloaded from Khoros CDN and re-uploaded to Gorgias Media Library. Article visibility (public, internal, community-only) maps to Gorgias article publication status. Article versions migrate as a single current version; version history is noted in the migration report as a known gap.

Khoros stores attachments on separate CDN infrastructure from the Case and Author records. We fetch referenced attachments during export, download to local storage, and re-upload to Gorgias during ticket import. Attachment references on Customer records (profile images, uploaded documents) migrate to the Customer record in Gorgias. We flag any attachment exceeding Gorgias's file size limits for the customer's admin to handle separately.

Both Khoros Customer and Case objects accept custom field declarations via the meta/object API, and Gorgias exposes custom fields via GET /api/custom-fields with object_type filter. We discover the live Khoros schema at migration start (GET /meta/object/{type}), map each discovered custom field to the equivalent Gorgias custom field, and pre-create any missing custom fields in the Gorgias destination before import. Field type mapping follows a translation table (Khoros string to Gorgias text, Khoros boolean to Gorgias boolean, Khoros integer to Gorgias integer). Archived or deprecated Khoros custom fields are noted but not migrated unless the customer requests them.