Migrate from monday service to Gorgias

Monday service Tickets are Items on a support Board. We map Item name to Ticket subject, Item description (body column) to Ticket body, Item status column value to Gorgias Ticket status, Item priority column to Ticket priority, and Item assignee (monday User) to Gorgias agent via email lookup. Created date and last updated date migrate as Ticket created_at and updated_at. Each monday service Board that functions as a ticket board generates its own status column mapping to a Gorgias ticket status set per channel.

Customer records in monday service live as Items on a dedicated Customer Board or as contacts in the monday.com Contacts integration. We extract customer Items by Board ID, map email address to Gorgias Customer email (the primary key), name fields to first_name and last_name, phone column to phone, and any Shopify or external_id column to external_id for ecommerce linkage. If customers appear as sub-items on ticket Items, we extract and deduplicate before writing to Gorgias Customer.

Monday service conversation threads are stored as Updates attached to a Ticket Item. We extract Updates in chronological order, identify author (agent or customer email), timestamp, and body text, then write each Update as a Gorgias Ticket Reply with the corresponding ticket_id resolved. Rich media (embedded images, file attachments in Update text) are handled as ContentDocument attachments linked to the Reply. Thread ordering is preserved by sequencing Replies in original Update timestamp order.

Monday service status columns (Status, Substatus, or custom labeled columns) map to Gorgias Ticket status values. We enumerate all status column labels and their color assignments during discovery and configure equivalent Gorgias status values per ticket channel before migration. If the monday account has multiple ticket boards with independent status columns, we create separate status sets in Gorgias or collapse them to a unified status set depending on whether the customer's workflow benefits from channel-specific statuses.

Monday service encodes SLA targets in custom date columns (First Response Due, Next Response Due) and references them in automation rules. We preserve date column values as custom date fields on the Gorgias Ticket and flag which SLA policies should apply based on the customer's configured automation rules. Native Gorgias SLA Policies (First Response, Next Reply, Resolution) are set up separately in the Gorgias admin panel and linked to Tickets by channel and priority. SLA automation rules from monday service are documented for manual recreation.

Monday service agents are monday.com Users. We map by email match to Gorgias user email. Display name, role assignment (agent, admin), and active/inactive status transfer. We identify inactive monday users who still have open ticket assignments and route those to a reconciliation queue for the customer to reassign before migration. Viewer-only accounts are noted but not migrated as active agents.

Monday service Groups (row groupings within a Board) sometimes represent team assignments, ticket categories, or priority queues. We evaluate whether Groups represent useful segmentation for the Gorgias destination. If so, we map Group names to Gorgias ticket tags or a custom dropdown field. Groups that represent internal team routing (not visible to customers) map to internal notes or a custom field rather than a customer-facing tag.

Monday service custom columns of type Text, Number, Date, Dropdown, and Link map to equivalent Gorgias custom fields on Ticket or Customer depending on column scope. Text columns with URL patterns (e.g., links to Shopify orders) map to external_id or a URL-type custom field. Multi-select dropdown columns map to Gorgias multi-select fields. We flag formula columns and dependency columns as unsupported for direct migration and document them as custom field reconstruction items for the customer's admin.

Monday service Tags applied to Items migrate as Gorgias Ticket Tags. Tags are extracted as a per-Item value set, deduplicated, and written to Gorgias via the ticket tag API. If the customer's tag taxonomy is extensive (over 200 distinct tags), we advise on tag consolidation before migration to avoid tag inflation in Gorgias.

Monday service file attachments uploaded to Item file columns migrate as Gorgias ticket attachments. We extract files during the monday.com account export or via individual Item API calls, re-upload to Gorgias, and link to the corresponding Ticket or Customer. File extraction can add significant processing time for accounts with heavy attachment volumes; we scope file migration separately and optionally defer re-attachment to post-migration with a file inventory delivered alongside the migration.

Monday service formula columns (computed values derived from other column data) cannot be migrated because they depend on runtime evaluation. We document every formula column by board and Item count, map it to an equivalent Gorgias custom field type, and flag whether the formula logic should be rebuilt as a Gorgias rule or left to manual data entry. This is a manual post-migration step we document explicitly.

Monday service Dashboard widgets that reference board data are not migrated as live dashboard replications. We export the underlying data (ticket volume by status, agent workload, SLA compliance) as CSV and deliver it alongside the migration so the customer's team can rebuild equivalent reports in Gorgias Stats or a connected BI tool. Dashboard rebuild is outside standard migration scope.

Third-party integrations configured in monday service (Salesforce connector, Jira sync, Shopify via monday.com integrations) are account-level configurations not accessible via API. Integration credentials and mapping rules do not transfer. We enumerate active integrations during discovery, document their purpose and data flow, and flag them as manual reconnect tasks in Gorgias. Gorgias's native Shopify integration is configured separately post-migration.