Migrate from Matrix42 Service Management to Gorgias

Matrix42 separates Incidents, Problems, Changes, and Service Requests into distinct ticket subtypes, each with its own workflow bindings and SLA category. Gorgias uses a single Ticket object with Tags and Labels for categorization. We flatten all four Matrix42 subtypes into Gorgias Tickets and encode the original subtype in a custom Tag (e.g., M42_Incident, M42_Problem, M42_ServiceRequest). Status, Priority, Category, Assignee, and timestamps migrate directly. SLA-bound tickets retain their original SLA identifier in a text field since Gorgias does not natively house SLA definitions.

Matrix42 User records with agent or service agent roles map to Gorgias Users. We match by email address as the dedupe key. Matrix42 roles (First Line Agent, Second Line Agent, Process Manager, System Administrator) are mapped to Gorgias permission groups (Agent, Admin) during scoping. Users without an email match go to a reconciliation queue for the customer's admin to provision before ticket import begins.

Matrix42 end users who submitted service requests or logged incidents map to Gorgias Customers. The Customer's email address is the dedupe key. First name, last name, phone, and company name migrate to the Gorgias Customer profile. Customer satisfaction ratings from Matrix42 (if used) migrate to a custom attribute since Gorgias CSAT is tracked post-response within the Ticket object.

Matrix42 KB articles linked to Categories and Tickets migrate to Gorgias Knowledge Base articles. Article title, body (preserved as HTML), category assignment, publication status, and attachments migrate. Article internal notes and approval metadata do not have a Gorgias equivalent and are documented in the KB inventory for manual review.

Matrix42 Service Catalog entries with approval chains, fulfillment workflows, and custom service forms have no structural equivalent in Gorgias. We do not migrate Service Catalog as data. We deliver a written inventory of every active catalog entry with its workflow bindings, approval chain, and fulfillment SLA, and the customer's admin decides whether to replicate these as Gorgias Macros, Automations, or Help Center articles. Custom service request intake forms built in Matrix42 Layout Designer require a separate UI design exercise.

Matrix42 Configuration Items represent services, software licenses, devices, and their relationships. Gorgias has no CI object and no asset management capability. We export the CI graph as a reference dataset (CSV/JSON) and attach it to the migration inventory. If the customer needs CI context visible in support tickets, we recommend a third-party asset management integration (e.g., Tint or Snipe-IT) as a separate implementation, or manual CI linking via Gorgias ticket attributes.

Matrix42 SLAs define reaction and resolution times tied to Priority and Category with calendar bindings and escalation rules. Gorgias does not have a native SLA management object on Starter, Team, or Pro tiers. On the Premium plan ($89/user/month), Gorgias supports SLA policies linked to external plans, but these require an external SLA tracking tool. We export the SLA matrix as a configuration inventory document, map active SLA-to-Ticket assignments to ticket priority fields, and document which SLA tiers can be re-implemented using Gorgias's Premium SLA policy feature if the customer upgrades.

Matrix42 Workflow Blueprints (whether built in the legacy Service Store 5.x format or the current Worker Engine) represent multi-step service processes with branching logic, approvals, and integrations. Gorgias Macros are single-action templates and Automations are simple if-then event triggers, neither of which reproduces a Matrix42 Blueprint. We do not migrate Workflows as code. We deliver a written inventory of every active Blueprint with its trigger conditions, activity sequence, assigned roles, and recommended Gorgias Automation or Macro equivalent. The customer's admin rebuilds these in Gorgias.

Matrix42 ticket and KB attachments are stored in the platform's document repository. We download binary blobs (filename, size, MIME type, linked entity) and attach them to the corresponding Gorgias Ticket or KB article. Inline images in KB articles are preserved as separate image attachments. Attachments exceeding Gorgias's file size limits (20 MB per file) are flagged for manual download and re-upload during cutover.

Matrix42 custom service forms are defined as Configuration Items with a custom data model schema stored separately in the Layout Designer. These schemas define custom ticket fields with data types, validation rules, and conditional visibility. Gorgias supports custom ticket attributes (custom attributes on the Ticket and Customer objects), but these have a different data model and do not preserve Matrix42's form layout definitions. We export the full schema definition as a written data dictionary and field inventory for the customer's admin to re-implement in Gorgias custom attributes.

Matrix42 roles and permission sets map to Gorgias Teams. We extract the role hierarchy (who can view, edit, or resolve which ticket types) and map it to Gorgias Team structure. Matrix42's System Administrator role does not map directly to a Gorgias role; Gorgias Helpdesk Admins manage settings but cannot access system-level infrastructure, which is acceptable for the helpdesk use case but may require the customer's IT team to retain Matrix42 admin access for the remaining estate.

Matrix42 Unified Endpoint Management stores device inventory, software installations, and compliance states as asset records linked to CIs. Gorgias has no asset management capability. We export asset records as a reference dataset. For customers who need device context in support tickets (e.g., what device is the customer using when they opened a ticket), we recommend a separate asset management tool or a custom integration, which is outside the migration scope.