Migrate from ManageEngine ServiceDesk Plus to Gorgias

ServiceDesk Plus Requests map to Gorgias Tickets. Standard fields (subject, description, status, priority, category, subcategory, technician, requester, created date, resolved date) transfer directly. Custom ticket fields require per-record detail API calls because GET requests on the list endpoint omit them — we enumerate all custom field names and data types during scoping and call the individual request detail endpoint for each record. Conversation threads (public replies and internal notes) transfer as Gorgias message records with the original timestamp preserved.

ServiceDesk Plus Requesters map to Gorgias Customers. Fields including name, email, phone, department, and site transfer directly. The requester-to-ticket association is preserved by resolving the Gorgias customer_id on each ticket import. If the same email address appears across multiple ServiceDesk Plus accounts (MSP scenario), we merge into a single Gorgias customer record with a cross-account identifier preserved in a custom field.

ServiceDesk Plus Technicians map to Gorgias Agents. We export technician records including name, email, role, and group assignment. The destination Gorgias workspace must have agents provisioned before ticket import so that the assignee_id reference is satisfied. Technicians without a matching Gorgias agent go to a reconciliation queue for the customer's admin to provision.

ServiceDesk Plus request attachments are stored as file references in the database and are not returned in standard CSV or API list exports. We call the file attachment endpoint per request to retrieve attachment metadata (filename, size, type, URL) and download the binary content where API access is granted. We then re-upload to Gorgias via the attachment upload endpoint and link each file to the corresponding ticket. This requires per-record API calls and multiplies against the 60 req/min read throttle.

ServiceDesk Plus conversations (public replies and internal notes) are extracted via the request detail API as structured comment records. We preserve the author (technician or requester), direction (inbound/outbound), timestamp, and message body. Internal notes map to Gorgias private notes; public replies map to public messages. HTML formatting in message bodies is sanitized during transform.

ServiceDesk Plus Solutions (knowledge base articles) map to Gorgias Help Center articles. Article content, category assignments, and approval status transfer where the source data is accessible via API or CSV export. Inline images are re-hosted and image URLs updated in the article body. Note that Gorgias Help Center is optimized for customer-facing support content rather than ITIL-structured service knowledge; categorization schema differs.

ServiceDesk Plus Assets (hardware, software, CI records tracked in the IT asset management module) have no Gorgias equivalent. Gorgias does not include an IT asset or CMDB module. We export asset records with name, type, serial number, purchase date, and vendor for the customer's records, but they cannot be created in Gorgias. This is flagged as a pre-migration decision item and documented in the ITSM gap report.

ServiceDesk Plus Contracts (vendor agreements with start/end dates, terms, and costs) have no Gorgias equivalent. Contract-to-asset associations cannot transfer. We export contract records for the customer's inventory but they cannot be created in Gorgias. Flagged as a pre-migration gap item on Professional and Enterprise tier migrations.

ServiceDesk Plus Problem records (ITIL Problem Management entities linking multiple incidents) have no Gorgias equivalent. Problem-to-incident associations cannot transfer. If the customer uses Problem Management in ServiceDesk Plus Enterprise, we export problem records and their linked incident IDs for the customer's reference but document that this workflow must be rebuilt outside Gorgias or handled through tag-based ticket linking.

ServiceDesk Plus Change records (change requests with approval workflows, risk assessments, and implementation plans) have no Gorgias equivalent. Change-to-request associations cannot transfer. Approval Board configurations and risk assessments are not migratable. We export change records for the customer's inventory and document the gap in the ITSM object inventory.

ServiceDesk Plus Release records (deployment packages and rollout checklists) are available on Enterprise or as an add-on. Gorgias has no release management module. We export release records and associated change requests for the customer's records but they cannot be created in Gorgias.

ServiceDesk Plus Service Catalog items (orderable services with request templates, approval workflows, and step-based fulfillment) have no Gorgias equivalent. Catalog item definitions and request form structures cannot transfer. We export the catalog item list for the customer's reference and document that service catalog management must be handled outside Gorgias or via a separate ITSM tool if required.

ServiceDesk Plus Projects (IT initiatives linked to requests and changes) have no Gorgias equivalent. Project metadata, task lists, and resource assignments cannot transfer. We export project records for the customer's inventory and flag as a pre-migration gap item.

ServiceDesk Plus Enterprise Custom Modules (administrator-defined object schemas) have no Gorgias equivalent. Each custom module has a unique API endpoint pattern per installation. During scoping we run a schema discovery step to enumerate all custom module tables and fields, export the data for the customer's records, and document each as an unsupported object in the gap report.

SLA definitions (escalation rules, response time, resolution time, holiday lists) are internal workflow definitions in ServiceDesk Plus and do not expose a public export mechanism. We document which SLA policies are in scope during migration scoping and flag them as requiring rebuild in Gorgias SLAs or as manual reconfiguration items.

ServiceDesk Plus Business Rules (automated actions, conditions, and triggers) are internal workflow definitions with no public export API. They must be inventoried during scoping and manually rebuilt in Gorgias automations. We do not migrate Business Rules as code.