Migrate from Myndbend Process Manager to Gorgias

Myndbend parent tickets are standard Zendesk tickets with Myndbend metadata attached (approval status, required approvers, child-blocking flag). We read all native Zendesk ticket fields via the Zendesk Tickets API, extract Myndbend approval state from the ticket's custom fields and webhook payloads, and import into Gorgias as top-level Tickets. Myndbend's approval_status custom field maps to a Gorgias custom ticket field for migration audit. Ticket subject, description, status, priority, requester, and assignee transfer directly.

Myndbend child tickets are separate Zendesk tickets linked to a parent via Myndbend's internal reference. We preserve the parent-child linkage by creating Gorgias child tickets linked to the parent ticket via Gorgias' conversation threading model, or by setting a custom field mpm_parent_ticket_id__c that references the parent ticket ID for teams using Gorgias' linking features. Myndbend's 'child must be solved before parent' blocking enforcement has no Gorgias equivalent and is flagged for manual workflow rebuild using Gorgias rules.

Myndbend approver assignments live as metadata on each ticket, referencing Zendesk agent IDs or end-user emails. We read all approver records per ticket from Zendesk API, resolve agent identities by email match against Gorgias agents, and record each approval decision (approved, denied, pending) as a Gorgias ticket event or note. Sequential approver order from Myndbend's Approval Flows is preserved as an ordered approval_history__c field on the Gorgias ticket for audit. End-user approvers who are not Gorgias agents are imported as Gorgias customers with a approver_role__c custom field.

Myndbend Approval Groups are named collections of approvers managed in Myndbend admin settings. We extract group membership (group name, member agent IDs, conditional assignment rules) and replicate as Gorgias Teams or static user lists inside Gorgias rules. Conditional Approval Groups based on ticket field conditions map to Gorgias rule conditions that check ticket properties and assign to the corresponding team. Approval Group metadata (group description, creation date) is stored as a Gorgias internal note on the team.

Myndbend Ticket Templates define default values and Advanced Properties (custom field settings via JSON) applied when child tickets are created. We parse the Advanced Properties JSON from each Myndbend template, map the Zendesk custom field IDs to Gorgias custom field IDs (which we create pre-migration), and generate Gorgias Macros that replicate the template's field-setting behavior. Template name and description map to Macro name and description. Priority and assignee assignments from the template map to Gorgias Macro actions.

Myndbend allows setting custom field values via JSON using Zendesk field IDs, parent_copy modes, or parent_placeholder substitution. We parse each template's Advanced Properties JSON, map Zendesk numeric field IDs to Gorgias custom field IDs (pre-created in the target account), and flag any custom fields that do not exist in Gorgias and must be created before child ticket migration runs. Field type mapping (dropdown, checkbox, text, date) follows Gorgias' custom field type schema.

Approval Flows is a beta/early-access feature defining multi-step sequential approval chains with revision history. Because it is an unstable beta feature (marked EAP in Myndbend's own documentation), we do not migrate Approval Flow records or revision history as live Gorgias configuration. Instead, we document the active flow's steps, conditions, approver order, and escalation logic in a written approval workflow handoff document that the customer's admin uses to rebuild the chain using Gorgias rules, macros, and team assignments.

Myndbend exposes webhook-based actions (add-approvers-by-id, add-approvers-by-email, add-approval-group, execute-approval-flow) that automate approver assignment via Zendesk triggers. We read all webhook action configurations and document them as a Zendesk-to-Gorgias integration map: Myndbend trigger logic maps to Gorgias rules, webhook endpoints map to Gorgias integrations or external automation tools, and approver lookup logic maps to Gorgias team assignment rules. Any Jira sync beta configuration is documented separately for the customer's engineering team to rebuild as a Gorgias Jira integration.

Myndbend generates branded approval request emails and reminder schedules sent from Myndbend infrastructure, not stored as records in Myndbend's data store. These emails do not migrate because they originate from Myndbend's mail servers and contain Myndbend-hosted approval links. Approvers must re-register or be re-notified post-migration. We document the list of active approvers and their email addresses so the customer's admin can communicate the Gorgias migration and any new approval process to stakeholders before cutover.

Myndbend's Ticket Export beta feature generates on-demand CSV exports filtered by parameters. These are ephemeral export configurations, not persistent workflow data, and carry no migration value. Historical ticket data exports (CSV files already generated) can be imported as Gorgias tickets via CSV import if needed, but the export configuration itself is discarded.

Myndbend stores approval status (pending, approved, denied), required approvers count, denial reason, and approval timestamps as metadata on the parent Zendesk ticket. We extract these values and map them to Gorgias custom ticket fields: mpm_approval_status__c, mpm_required_approvers__c, mpm_denial_reason__c, mpm_approval_timestamp__c, mpm_approval_sequence__c. This preserves the audit trail from Myndbend for compliance purposes even though the approval governance itself must be rebuilt in Gorgias.

If the Zendesk instance has Organization records attached to Myndbend parent and child tickets, we import them as Gorgias Customer records. Myndbend's hierarchical org structure (if used) maps to Gorgias customers with a parent_customer_id__c field for org hierarchy. The customer's ecommerce store association (Shopify, Magento) maps to Gorgias' built-in store connection metadata.