Migrate from Novo Customer Support to Gorgias

Novo Tickets map 1:1 to Gorgias Tickets. Each ticket carries status, priority, assignee, custom fields, tags, and a linked customer or company. We preserve the full conversation thread in chronological order with author attribution and timestamps. Tickets with more than 250 comments are split by Gorgias into multiple closed tickets on import; we surface this constraint during scoping and the customer chooses whether to accept the split or consolidate pre-migration. Open and closed statuses map directly; pending and solved statuses from Novo import as closed in Gorgias per Gorgias import documentation.

Novo Customer records map to Gorgias Customer objects. Each customer carries contact information, company association, and a ticket history. We use email as the dedupe key during import. Novo customers without ticket activity (spammers, bounced entries) are excluded from migration per Gorgias import behavior, which only imports users with ticket activity. We audit the full customer list pre-migration and flag orphan records that will not transfer.

Novo Company records map to Gorgias Organization objects. Companies associate multiple customers and tickets under a single organizational record. The company name becomes the Organization name, and the domain becomes the website field if available. We create Organizations before any Customer import so that the lookup relationship is satisfied at insert time.

Novo Agents map to Gorgias User records. Migration requires resolving the Novo agent identifier to the Gorgias user by email match. Role-based permissions from Novo's enterprise configurations must be translated to Gorgias's permission model; we audit role definitions pre-migration and flag any role that lacks a direct Gorgias equivalent. Team membership carries over as part of the Teams migration step.

Novo Teams group agents for routing and reporting. We preserve team structure and map agents into corresponding Gorgias Teams. Where a team has no direct Gorgias equivalent, agents are assigned to the nearest-match team and the customer admin notes the discrepancy in a post-migration reconciliation doc.

Novo conversation threads (agent replies and customer replies on a ticket) migrate as Gorgias Ticket Messages in chronological order. Author attribution, message timestamp, and internal versus external visibility flags are preserved. Attachments on messages migrate as separate file records linked to the message.

File attachments on tickets and messages migrate as binary blobs with file metadata (filename, size, MIME type). Large attachment batches may require chunked transfer; we flag any size restrictions discovered during the technical audit phase. We preserve the attachment's association to the parent ticket and the specific message within that ticket.

Novo knowledge base articles and their category hierarchy migrate as Gorgias Articles and Article Categories. Internal versus external visibility flags from Novo must be mapped to Gorgias's article status model. We treat KB articles as static content; any article that references dynamic data or embedded third-party widgets will require manual cleanup post-migration.

Tags applied across tickets, customers, and articles in Novo migrate as a flat tag vocabulary in Gorgias. We preserve all tag assignments during migration and recreate the tag taxonomy in the destination. Tag-based routing rules in Novo require manual reconstruction in Gorgias Rules post-migration.

Custom fields on Novo tickets introduce field-level mapping requirements. We audit the custom field schema on both platforms before migration. Gorgias enforces a hard cap of 4 total custom ticket fields with no conditional logic; if the Novo schema exceeds 4 custom fields, we prioritize the most operationally critical fields and document the remainder for manual re-creation in Gorgias. Type conversions (dropdown to text, date format normalization) are handled in the transform layer before load.

Gorgias only supports reply text and status-change macro actions on import. Macros with other action types (field updates, assignments, notification triggers) import with empty action lists. We audit the full Novo macro inventory pre-migration, separate supported from unsupported actions, and deliver a written inventory of each macro with its full action set and a Gorgias rebuild recommendation. The customer admin rebuilds unsupported macros in Gorgias Rules post-migration.

Novo ticket created dates, updated dates, and resolution timestamps migrate as Gorgias ticket created_at, updated_at, and resolved_at fields preserving the original timestamps for accurate historical reporting. Status mapping follows: Novo open maps to Gorgias open, Novo closed maps to Gorgias closed, Novo pending and solved map to Gorgias closed (per Gorgias import behavior). We document every status mapping in the field map delivered during scoping.