Migrate from ManageEngine ServiceDesk Plus MSP to Gorgias

ManageEngine ServiceDesk Plus MSP Requests map to Gorgias Tickets. The Request subject becomes the Ticket subject, description becomes the first message body, and Request status (Open, Pending, Resolved, Closed) maps to Gorgias Ticket status values (open, pending, solved, closed). We pull full Request payloads including conversation threads and attachment metadata via the REST API v3 before rate-limit windows reset, storing them as structured artifacts for Gorgias import. Request priority (low, medium, high, urgent) maps to Gorgias Ticket priority with a custom field sdp_priority__c preserving the original value for audit. Request categories (Incident, Service Request) become Gorgias Ticket tags.

ManageEngine conversation threads (technician replies, requester replies, internal notes) map to Gorgias Ticket Messages with the sender type preserved in a custom field sdp_sender_type__c (technician, requester, internal_note). We export conversation threads via paginated API calls, then import them as ordered Message records on the corresponding Gorgias Ticket. Internal notes in ManageEngine map to internal messages in Gorgias that are visible only to agents.

ManageEngine Requesters (end-users who submit Requests within an Account) map to Gorgias Customers. We export Requesters via the Requester API endpoint or CSV export, resolve the associated Account, and create Gorgias Customers with the Account domain used for Organization matching. Requester email becomes Customer email, and Requester phone migrates to a custom field sdp_requester_phone__c if the customer's Gorgias plan supports custom fields.

ManageEngine Accounts (top-level customer organizations in the MSP model) map to Gorgias Organizations. The Account name becomes the Organization name, and the Account domain field (Customer Domain) becomes the Organization domain for email-based ticket routing. We flag that Customer Domains do not migrate from On-Premises to Cloud deployments per ManageEngine's own migration documentation. If the source is On-Premises, we rely on the Account name as the dedupe key and ask the customer to verify Organization domain assignments post-migration.

ManageEngine IT and Non-IT Assets (workstations, network gear, software licenses) have no direct equivalent in Gorgias. For IT assets that are referenced in Tickets, we export Request-Asset associations as a lookup table and attach the relevant asset metadata (hostname, serial number, IP address) as a Ticket attachment or as a custom field on the linked Ticket. Dedicated IT asset management requires a separate ITAM tool post-migration; Gorgias does not include a CMDB or asset discovery module.

ManageEngine Contracts (billing instruments tied to Accounts, with contract tiers and billing rules) cannot map to a first-class Gorgias object. We export Contract records via CSV, preserve the link to the associated Account, and store contract metadata (contract type, start date, end date, billing terms) as a note on the Gorgias Organization or as custom fields on the Organization record if the customer's Gorgias plan supports Organization-level custom fields. Contract billing rules and SLA terms tied to Contracts require manual verification post-migration.

ManageEngine Solutions (Knowledge Base entries for known errors and resolutions) map to Gorgias Articles in the Knowledge Base. We export Solutions via the KB export tool referenced in the PitStop community, preserving the solution summary, full text, and any file attachments. Articles are imported into Gorgias with the category and tag structure mapped from ManageEngine Solution categories. We flag that article view counts and approval workflows attached to Solutions do not migrate and must be re-established in Gorgias.

ManageEngine Change Management records (CAB approvals, change types, change schedules) have no direct Gorgias equivalent. We export Change records and their status (Draft, Initiated, In Progress, Implemented, Rejected) via the standard request export path. Changes migrate as Tickets with a custom tag sdp_change_record and a custom field sdp_change_type__c preserving the original change type. Change-specific workflows and Approved Change Request lists do not migrate and require rebuilding as Gorgias rules if the customer needs change tracking in the new platform.

ManageEngine Problem records (linking multiple Incidents) migrate as Tickets with a custom tag sdp_problem_record and a custom field sdp_problem_id__c preserving the original Problem ID. The linked Incidents (Requests) carry the Problem reference. Problem workflows, closure rules, and Known Error database associations do not migrate and must be re-established as Gorgias macros or rules if the customer continues to track problem management.

ManageEngine Projects and Milestone Tasks (Enterprise tier) migrate as Tickets with a custom tag sdp_project and project metadata (project name, milestone, estimated effort) stored in custom fields. Project task lists attach as an ordered list on the Ticket or as a related note. We pre-scan estimated_effort fields against documented maximum constraints (9,999 days, 999 hours) and provide a cleanup report for any values exceeding limits before migration.

SLA definitions, schedules, and escalation policies in ManageEngine ServiceDesk Plus MSP have no migration path to Gorgias. Gorgias does not support formal SLA schedules or breach notifications in the same ITIL-aligned model. We exclude SLA configurations from migration scope and provide a requirements worksheet for rebuilding SLA equivalents as Gorgias Ticket priority levels and macro-based reminders if the customer requires SLA tracking in the new platform.

Automated workflows, approval chains, and notification rules stored in the ManageEngine admin configuration layer have no export mechanism and no Gorgias equivalent. We exclude Business Rules from migration scope and deliver a written inventory of every active Business Rule with its trigger, conditions, and actions, plus a recommended Gorgias Rules or Macro equivalent. The customer's admin rebuilds these post-migration.