Migrate from Logicalware to Gorgias

Logicalware Ticket records map to Gorgias Ticket. We preserve ticket ID (as external_id), subject, body, status (open/pending/resolved), priority (low/medium/high/urgent), and all timestamps (created_at, updated_at, first_response_at) where present in the export. Custom ticket fields migrate only if structurally present in the export artifact; we document every custom field found and flag any that appear in Gorgias but have no source counterpart.

Logicalware Customer records map to Gorgias Customer. We map name, email, phone, language, and timezone from exported fields. The email address serves as the primary dedupe key. Any Customer records with no email are flagged for manual review before insertion because Gorgias requires an email for Customer creation via API. Email addresses at the @logicalware.com domain are mapped to the designated replacement owner email supplied during scoping.

Logicalware Company records map to Gorgias Organization. The organization name, website (domain), and any linked contact associations migrate directly. Organizations without associated customers in the export are flagged as potentially orphaned. In Gorgias, Organizations are optional but enable the customer-organization linkage that powers the order context sidebar in e-commerce workflows.

Logicalware Conversations thread multiple message events per ticket in chronological order. We flatten thread chronology into individual message records preserving sender (agent or customer), timestamp, and body text. Thread metadata such as reply-to headers and message IDs are preserved as external references. Multi-channel tickets (e.g., email routed to chat) that created mixed-channel threads in Logicalware may produce separate message segments in Gorgias, which we document in the mapping notes for admin awareness.

Logicalware Agent records (name, email, role) map to Gorgias User. We resolve agents by email match against the destination Gorgias User table. Any @logicalware.com email addresses are almost certainly deactivated after the 2023 dissolution and cannot receive ticket assignments. We map each Logicalware agent to a designated replacement Gorgias User supplied by the customer during scoping. Agents referenced in tickets but not present in the export are held in a reconciliation queue.

Logicalware channel type is stored as a property on each ticket and message event. We preserve channel type as a ticket tag in Gorgias (e.g., #channel-email, #channel-live-chat) so agents can filter by originating channel. This tag-based approach is the standard method for surfacing channel provenance when Gorgias's native primary-channel field does not fully capture multi-channel ticket origins.

File attachments on Logicalware tickets migrate as Gorgias Ticket Attachments linked to the parent message event. We flag any attachment references that point to URLs no longer accessible after the 2023 dissolution. We attempt to preserve the original filename, content type, and binary data where the export artifact includes the file; for URL-only references, we document the broken link in the migration report for manual recovery if the file is available elsewhere.

Logicalware tags applied to tickets for categorization migrate as Gorgias Ticket Tags. Tag names transfer directly without consolidation. Tags used for SLA categorization, team routing, or priority flagging in Logicalware are preserved with the same label so that filtering logic in Gorgias dashboards can be replicated by the admin using the same vocabulary.

Logicalware custom fields added by individual accounts are not consistently included in export artifacts. We document every custom field present in the export, map its type (string, number, date, boolean, dropdown), and create the corresponding Gorgias CustomField with the original Logicalware field name stored in the external_id property for traceability. Custom fields present in Gorgias but absent from the source export are left unmapped and noted as requiring manual population post-migration.

Logicalware priority levels (low, medium, high, urgent or equivalent) map directly to Gorgias Ticket priority values. If Logicalware used a numeric priority scale (1-5), we map it to Gorgias low/medium/high/urgent based on the value distribution in the export. SLA status fields are preserved as read-only ticket properties if the export includes them.

Logicalware keyword-triggered automation rules and routing configurations are not migrated as active code. We audit the export artifact and any surviving rule exports, document every active rule (trigger condition, keyword list, routing action, template response), and deliver the inventory to the customer as a written handoff. The customer's Gorgias admin uses this inventory to rebuild equivalent Rules in Gorgias. This is a documentation deliverable, not a data migration.

Logicalware saved response templates and macros do not migrate as executable code. We attempt to identify and list any template content referenced in ticket body exports, but template-to-macro reconstruction is not within migration scope. We deliver a list of identified templates with their source ticket references so the Gorgias admin can recreate them as Macros. This is a documentation deliverable.