Migrate from Motadata ServiceOps to Gorgias

Motadata ServiceOps Requests map to Gorgias Tickets. We extract Request ID, Subject, Description, Priority (Low/Medium/High/Urgent mapped to Gorgias Priority), Status (Open/Pending/Resolved/Closed mapped to To Do/Open/Pending/Resolved/Closed), Requester ID, Technician ID, Category, and created/updated timestamps. Impact and Urgency fields from Motadata are preserved as Gorgias custom fields since Gorgias does not have an Impact/Urgency model. Request attachments migrate as Gorgias attachments linked to the ticket.

Motadata Users (ticket requesters) map to Gorgias Customers. We extract Name, Email, Phone, and any custom fields defined on the User object. Customers are loaded first so that the customer_id reference is satisfied when tickets are imported. If a Motadata User has no email address (an anonymous portal user), we create a Gorgias Customer with a generated placeholder email and flag for admin review.

Motadata Technicians map to Gorgias Agents. We extract Name, Email, Role, Group membership, and availability status. Agent group assignments from Motadata map to Gorgias Teams. The migration requires the customer to provision Gorgias agent seats before migration; technicians without matching Gorgias accounts go to a reconciliation queue for admin provisioning.

Motadata Assets and Configuration Items have no direct Gorgias equivalent because Gorgias is not a CMDB. We offer two options: (1) export Motadata CIs as a JSON file attached to the related customer or ticket record for reference, or (2) drop CIs and document the asset data as a separate export for import into a dedicated ITAM tool post-migration. Contract and warranty metadata linked to CIs is bundled with the JSON export under the Contract object.

Motadata Contracts (vendor contracts with warranty metadata) have no Gorgias equivalent. We export contract records including vendor association, expiry date, and custom field values, then bundle them as JSON attached to the related Customer or as a standalone reference file. If the customer uses a separate ITAM tool, we deliver the contracts as a CSV for that tool's import.

Motadata SLAs define time targets by priority or category with business hours calendars and escalation rules. Gorgias SLA features are available on the Growth and Enterprise tiers and are channel-based rather than ticket-priority-based. We export Motadata SLA definitions as a written document with time targets, business hours, and escalation contacts. The customer's Gorgias admin recreates SLA policies using Gorgias SLA rules scoped to ticket priority or channel during the post-migration configuration phase.

Motadata KB Articles with title, content, category assignments, and view counts export as Gorgias Help Center Articles. We extract article body as HTML, category as Help Center category, and view counts as metadata. Rich-text formatting differences between Motadata's editor and Gorgias's Help Center editor are reconciled during the content extraction phase. Articles without valid HTML content are flagged for manual cleanup before import.

Motadata Suppliers and Vendors store contact information and warranty sync settings for vendor management. Gorgias has no vendor or supplier management module. We export suppliers as a CSV for the customer's records and flag vendor data as out-of-scope for the Gorgias migration. If the customer needs vendor tracking post-migration, they should retain a dedicated ITAM tool alongside Gorgias.

Motadata Projects with milestones and tasks have no Gorgias equivalent. Gorgias is a support ticketing platform and does not have a project management module. We export project records as a CSV reference file for the customer's records. If projects need to continue, the customer should use a dedicated project management tool post-migration.

Motadata Workflows define conditional automation sequences for Requests, Changes, Approvals, and Assets. We export full workflow definitions including trigger conditions, step sequences, assignee rules, and escalation actions. Because Gorgias Macros and Automations use a different rule model, we deliver a written workflow inventory with each Motadata workflow mapped to a recommended Gorgias Macro or Automation equivalent. The customer's admin rebuilds macros in Gorgias from this document.

Motadata notification templates drive automated alerts for request updates, SLA breaches, and approvals. We export template content, rule conditions, and recipient logic. Gorgias uses email templates and automation rules scoped to the ticket lifecycle, which differ structurally from Motadata's notification model. We deliver a written notification inventory document; the customer's admin rebuilds email templates in Gorgias from this document.

Motadata custom fields defined on Requests, Assets, Contracts, and Users migrate to Gorgias custom fields on Tickets and Customers where Gorgias supports the equivalent field type. Text, number, date, and dropdown fields map directly. Motadata checkbox and radio button fields map to Gorgias dropdown or multi-select. File upload fields cannot migrate as file attachments; the file names are preserved as text references. Each custom field migration is validated against Gorgias's field type constraints before import.