Migrate from N-able MSP Manager to Gorgias

MSP Manager Customer records (the primary organizational unit holding locations, program levels, and billing info) map to Gorgias Organization. The Customer's name, primary address, tax rate, and program level migrate as Organization name, address, and custom fields. MSP Manager locations (multiple sites per Customer) are treated as separate Organization records if the destination Gorgias account uses multi-location organization handling, or consolidated under the primary Organization with location data stored in a custom field. Customer portal configuration is not exportable as structured data and is flagged for manual rebuild.

MSP Manager Contact records (name, email, phone, role) map to Gorgias Customer. The Customer.organization_id is resolved to the migrated Organization record at import time. RMM-synced contacts from N-able N-sight migrate alongside manually created contacts. Any contact flagged as a Portal User in MSP Manager is noted in a custom field on the Gorgias Customer for manual portal invite post-migration.

MSP Manager Tickets map directly to Gorgias Tickets. The ticket's customer_id resolves to the Gorgias Customer via the Organization mapping. MSP Manager ticket status (New, In Progress, Pending, Resolved, Closed), priority, category, and assigned technician all have Gorgias equivalents. Ticket subject and description body migrate as-is. Custom ticket fields (text, number, dropdown, date) require schema inspection via MSP Manager API before migration because official documentation URLs for custom fields return 404 errors; any unsupported field types are flagged for manual post-migration field creation in Gorgias.

MSP Manager user-defined custom fields on tickets map to Gorgias ticket attributes. We inspect the live MSP Manager account schema via API during discovery to enumerate custom field names and types. Text fields map to Gorgias text attributes; dropdown fields map to Gorgias dropdown attributes with option value mapping preserved; date fields map to Gorgias date attributes. Any dropdown with an option value not representable in Gorgias (e.g., an unsupported character) is flagged for manual attribute creation and value remapping.

MSP Manager Time Entries (technician, date, duration, description linked to a ticket) present a structural challenge in Gorgias because Gorgias does not have a native billable time tracking object. We migrate time entries as internal ticket Events with a note body carrying the technician name, duration, and description. Customers requiring billable time data in the destination should confirm whether Gorgias's integration with a time tracking tool (Toggl, Hubstaff, or a connected accounting platform) is the intended path, and we document this as a configuration decision during scoping.

MSP Manager Expense records (amount, date, vendor, description, attached to a ticket) have no direct Gorgias equivalent. We migrate expenses as internal ticket notes with a structured body (EXPENSE: vendor, amount, date). If the customer requires expense data in a structured format for reconciliation, we recommend connecting Gorgias to a third-party expense management integration post-migration.

MSP Manager Invoices are generated from billable time and expenses against tickets and carry status (draft, sent, paid). Gorgias does not have an invoice or billing object. We do not migrate invoices. We deliver an invoice inventory report listing all MSP Manager invoices with status, customer, amount, and line items, and the customer's accounting team reconciles these manually against Xero or QuickBooks (which MSP Manager already integrates with). Gorgias's refund and discount actions on orders serve as the operational equivalent for e-commerce support adjustments.

MSP Manager KB articles (procedure and policy documentation scoped per customer) migrate to Gorgias Help Center articles. We export KB article title, body content, and customer association. Article body content migrates as Gorgias article HTML body. The customer-level association in MSP Manager maps to a Gorgias brand association (if multi-brand) or a general Help Center publication. Articles that reference MSP Manager-specific terminology or billing context are flagged for manual review and rewrite to fit an e-commerce help center audience.

MSP Manager Asset records (device hardware specs, status, linked to a Customer) do not have a native Gorgias equivalent because Gorgias is an e-commerce helpdesk rather than an RMM platform. Asset data migrates as structured notes on the Organization or Customer record, with device name, status, and basic hardware info in a custom attribute. Full device detail, patch status, and RMM-linked monitoring data that lives in N-able N-sight RMM has no Gorgias home and is not migrated.

MSP Manager User accounts (Admin, Technician, View-only roles) map to Gorgias Users and Agents. Role-based permissions migrate as Gorgias permission groups (Admin, Agent, Supervisor). The MSP Manager Admin role maps to Gorgias Admin; Technician maps to Agent; View-only maps to a read-only permission group. User email, name, and active status migrate. Any MSP Manager user without a matching email in the destination is placed in a reconciliation queue for account provisioning before agent assignment migration.

MSP Manager Service Items (managed service plans per customer, e.g., per-user or per-device billing scope) define the scope and pricing of MSP service contracts. Gorgias does not have a service item or SLA contract object. We migrate service item names and billing type (flat fee, per-user, per-device) as structured custom fields on the Organization record. Service item pricing and billing model are documented in a separate service catalog handoff document for the customer's operations team.

MSP Manager portal settings (logo, color scheme, ticket submission preferences per customer) are stored in UI state rather than as structured exportable records. We capture screenshots during audit but treat portal branding as a manual reconfiguration task in Gorgias's Help Center and customer portal settings. Gorgias's multi-brand portal configuration is more structured and scoped per brand rather than per customer, which represents a meaningful architectural difference that requires manual rebuild.