Migrate from ManageEngine SupportCenter Plus to Gorgias

ManageEngine Requests map directly to Gorgias Tickets. Standard fields (subject, description, status, priority, category, created date, resolved date) migrate 1:1. Custom request fields stored as udf_char, udf_date, udf_picklist columns in the database are discovered during the discovery scan by cross-referencing the Field Labels admin table against raw column names, then created as equivalent custom fields in Gorgias. Conversation threads (comments linked via the RequestComments junction table) migrate as Ticket messages with the original author and timestamp preserved.

ManageEngine Accounts represent customer organisations and map to Gorgias Customers. The Account Name becomes the Customer name, and any Account-level custom fields migrate to Customer-level custom fields in Gorgias. Multi-portal accounts may have duplicate Account names across portals; we consolidate by selecting the primary portal Account or merging by domain if email domains are consistent.

ManageEngine Contacts map to Gorgias Customers, with the Contact email serving as the primary identifier. Contacts linked to an Account inherit the Account name as the Customer name in Gorgias. Contact-level custom fields map to Gorgias Customer custom fields. SupportCenter Plus allows multiple Contacts per Account; each Contact becomes a separate Customer in Gorgias, which may require discussion with the customer on whether to consolidate by primary contact or preserve all Contact records.

ManageEngine Contracts define SLA terms, billing periods, and product entitlements per Account. Gorgias has no native contract or SLA management object. During scoping we discuss whether to scope Contracts out entirely, preserve key fields (contract end date, SLA tier name) as custom fields on the Customer record, or document the contract data in a CSV inventory for the customer's records. The decision affects the final record-count baseline and migration price.

ManageEngine Product Catalog entries link to Accounts and define support entitlement scopes. Gorgias links Orders from the connected ecommerce platform (Shopify, BigCommerce) to Customers for product context, but has no standalone product catalog. We discuss whether to scope Products out or import them as a Customer note listing entitled products, preserving the entitlement link as a text field on the Customer record.

ManageEngine Support Reps and Admins map to Gorgias Agents by email match. Role-based permissions (Admin, Technician, Viewer) in SupportCenter Plus do not translate 1:1 to Gorgias Agent roles because Gorgias permission structure is team-based rather than role-based. We map the primary role and flag any Admin-specific configurations requiring rebuild in Gorgias settings.

ManageEngine KB articles organized into categories map to Gorgias Articles. Category structure is preserved as Gorgias Article categories. Article-to-product associations from SupportCenter Plus have no Gorgias equivalent and are documented in the handoff inventory. Active article status migrates directly; archived articles are scoped out unless the customer specifies retention requirements.

ManageEngine Projects track multi-step deliverables linked to Accounts. Gorgias has no project object. If Projects contain milestone-linked Requests, we discuss whether to import project milestones as separate Tickets tagged with a project identifier, or scope Projects out and deliver a project record inventory as a CSV for the customer's admin to handle. The decision depends on whether project context is operationally critical in the customer's Gorgias workflow.

SupportCenter Plus Comments are linked to Requests via the RequestComments junction table. Each comment migrates as a Gorgias Ticket Message with the original author (mapped via email to a Gorgias Agent or Customer), timestamp, and public/private visibility preserved. Internal notes migrate as private messages in Gorgias. Comment attachments migrate as Ticket attachments linked to the message.

Attachments are stored on disk or in the database depending on SupportCenter Plus installation configuration. We locate the attachment store path during discovery and pull files, re-associating them with the correct migrated Ticket and Message. File size limits in Gorgias (25 MB per attachment) apply, and any file exceeding this limit is flagged during scoping.

UDF columns in the SupportCenter Plus database follow a naming convention (udf_char1, udf_date2, udf_picklist3) rather than descriptive names. We cross-reference the Field Labels admin table during discovery to map each udf_* column to its human-readable label, then create equivalent custom fields in Gorgias with matching data types. Picklist UDFs require a value mapping document where the SupportCenter Plus picklist values differ from Gorgias allowed values.

The purchase module tied to contract billing and product procurement is typically historical in a migration context. We scope these records out of the migration unless the customer has an active procurement workflow requiring continuation. If scoped in, they are imported as Ticket notes or a separate CSV inventory.