Migrate from Masergy to Gorgias

Masergy CCaaS agent profiles include login credentials, supervisor assignments, queue entitlements, and agent group memberships. We extract agent identities and their queue assignments as a structured import set. Active session state (logged-in status, current queue) does not migrate because it represents transient runtime data. Agent permissions and roles map to Gorgias Agent role settings, and supervisor relationships map to Gorgias Teams with the supervisor as the team lead.

Masergy Contact Center queue definitions include routing rules, priority settings, and agent group memberships. We preserve the queue structure and routing logic as a Gorgias Team configuration. Agent skill assignments from Masergy queues are mapped to Gorgias Teams so that ticket routing by team is maintained. Note that skills-based routing in Masergy (matching agent skills to ticket categories) requires manual configuration in Gorgias automation rules post-migration.

Masergy customer records linked to CCaaS interactions (phone numbers, email addresses, name, and interaction history) map to Gorgias Customer profiles. Standard Customer fields in Gorgias include Name, Email, Phone, Language, Timezone, Note, and Customer type. We map Masergy customer identifiers to Gorgias Customer external_id for cross-reference. Custom fields migrate via Gorgias custom fields API as string, boolean, date, or number types per the field type in the source.

Masergy CCaaS support tickets (customer inquiries routed through queues) map to Gorgias Tickets with ID, Subject, Tags, External ID (carrying the Masergy ticket reference), Team (from queue mapping), Channel (derived from Masergy channel type), and Status. Conversation history (messages, agent replies, customer responses) migrates as ticket comments attached to the Ticket record in chronological order.

Masergy Global UCaaS user records include extension assignments, dial-plan membership, and device provisioning settings. If the UCaaS user base overlaps with the CCaaS agent population (common in Masergy bundled deployments), we deduplicate by email address and create a single Gorgias Agent record rather than duplicating. Non-agent UCaaS users (internal-only) are documented separately and optionally migrated as Gorgias Customers if the customer chooses to bring internal ticket tracking into Gorgias.

Masergy team structures map supervisor-to-agent relationships and team-level queue assignments. We export team rosters as structured data and reapply them to Gorgias Teams with supervisor assigned as the team lead. Team-level SLA targets and queue assignments from Masergy are documented for manual reconfiguration in Gorgias automation rules.

Masergy UCaaS dial plans define routing behavior for internal extensions, DID numbers, and outbound call routing. These do not have a direct Gorgias equivalent because Gorgias is a help desk platform, not a telephony platform. We document the dial plan structure as a configuration reference and flag that call routing must be reconfigured in the customer's chosen telephony provider (Gorgias supports phone channels via add-on). Inbound call routing to Gorgias tickets requires setup of Gorgias's phone channel integration post-migration.

Masergy SD-WAN site definitions (tunnel definitions, WAN circuit assignments, routing policies, failover configurations) are infrastructure-specific and have no equivalent in Gorgias's data model. We extract these as structured configuration exports and deliver them as documentation for the customer's networking team. SD-WAN management remains in Comcast Business or migrates to an alternative SD-WAN vendor as a separate engagement.

Call recordings generated within Masergy CCaaS are stored in Masergy's media infrastructure and are not accessible via any customer-facing mechanism. We do not migrate call recordings. We flag this as a hard limitation upfront and advise customers to retain recordings in Masergy or arrange a manual archive through Comcast Business support if compliance retention is required. Gorgias does support call recording via its phone channel integration post-migration, but historical recordings from Masergy cannot be imported.

MDR alert history and incident records are maintained in Masergy's internal SIEM and are not accessible via customer-facing tools. Enterprises migrating away from Masergy Managed Security cannot export their alert history. We document this gap in the migration scope and recommend that customers export any required compliance or audit records before initiating migration using the managed security portal's reporting features if available.

Masergy CCaaS routing rules, auto-attendant configurations, and queue escalation policies do not have a direct Gorgias equivalent as migratable code. We document the existing automation logic and deliver it as a written specification for the customer's admin to rebuild in Gorgias using Gorgias's macro and automation rule builder. Macros (standardized responses and actions) can be manually recreated in Gorgias based on the documented Masergy configuration.

Masergy Managed Security policy rules (firewall, IDS/IPS, MDR configurations) are infrastructure-specific and maintained within Masergy's security portal. These have no equivalent in Gorgias's data model. We document the security policy structure as a reference for the customer's security team. If the customer is migrating both CCaaS and managed security away from Masergy, a separate security policy migration engagement is required.