Migrate from Novo Help Desk Software to Gorgias

Novo Accounts (top-level tenant representing a company) map to Gorgias Customers. The Account Name becomes the Customer display name, and Account Type (if present as a service-tier designation) migrates as a custom property on the Customer record. We resolve Account as the parent before Contact migration so that the Customer-Customer integrations (Gorgias' internal linking mechanism) are satisfied at insert time.

Novo Contacts map to Gorgias Customers with a contact role. Email address is the dedupe key. First name and last name map to the corresponding Gorgias customer fields. The association to the parent Account migrates as a Gorgias Customer integration link. If the exported Contact records include phone, address, or department fields, we map them to their Gorgias equivalents or to custom properties if no standard field exists.

Novo Tickets (called Requests in the Novo documentation) map to Gorgias Tickets. Subject, description, status, priority, and assignment metadata transfer directly. Novo status values (Open, Pending, Resolved, Closed) map to Gorgias Ticket status values with a mapping table defined during scoping; Pending tickets in Novo migrate as Closed in Gorgias per Gorgias' status model. Created date and last modified date preserve as timestamps on the Gorgias Ticket.

Ticket attachments migrate as Gorgias Ticket Attachments. We validate file integrity via checksum after transfer and chunk large attachment batches to stay within Gorgias' file size limits. Path and folder structure from the Novo database export is preserved in the attachment metadata. If any attachment exceeds Gorgias' size limit, we flag it in the reconciliation report for manual handoff.

Novo Activity Tracking records (audit log entries attached to Tickets) migrate as Gorgias Ticket Replies (if agent-originated) or Internal Notes (if system-originated). Activity timestamps preserve in the Gorgias reply or note date. If the exported activity records contain detailed action types (status change, assignment change, field update), we map the most meaningful to a Gorgias Internal Note body for auditability.

If the Novo instance uses custom fields on Tickets, we handle these via explicit field-level mapping during scoping. The Novo database schema must be reviewed to identify custom field tables and their data types. We map string fields to Gorgias text properties, date fields to Gorgias date properties, and picklist fields to Gorgias dropdown properties. The customer reviews and approves the field map before migration runs.

Novo Departments (groups of users with shared access permissions) map to Gorgias Teams. We extract the Department-User assignments from the Novo database and recreate them as Gorgias Team memberships during user provisioning. If a Department maps to a support team (rather than an internal IT group), we recommend it as a Team in Gorgias for routing rule configuration.

Novo Users (staff with ticket access) map to Gorgias Agents. We extract by email match from the exported user table. Active Directory-synced users from the paid add-on module may require manual account creation in Gorgias if the AD export does not include password or authentication data. We provision Agents with the same name and email and flag any user without an email for manual account creation.

Novo Custom Rules (condition-based automation for article or Request management) do not migrate as executable code. We deliver a written inventory of every active Custom Rule with its trigger conditions, actions, and a recommended Gorgias Macro or Rule equivalent. The customer's admin rebuilds macros in Gorgias from the inventory. Custom Rules that assign tickets based on urgency (status Urgent) to a specific user have a direct Macro equivalent in Gorgias.

Novo Knowledge Base articles (part of the Customer Support Suite) do not migrate as content. We deliver a written inventory of every published and draft article with its title, body text, category, and cross-link structure. The customer's admin uses this inventory to recreate articles in Gorgias Help Center. We do not automate HTML content transfer between platforms due to markup incompatibility.

The Novo Active Directory integration module (a separate purchase from Novo Solutions) does not migrate. We do not transfer AD sync logic. Post-migration, the customer configures Gorgias SSO via Google Workspace (if they use Google Workspace) or SAML 2.0 (for Microsoft Entra ID / Azure AD) directly in Gorgias Settings at no additional cost. AD-sourced contact fields that are present in the exported data map to standard contact fields; AD-only user accounts may need manual creation in Gorgias.

Novo Account Type is an optional designation indicating service support level. We preserve this as a custom property on the Gorgias Customer record if present in the export. The account type value set (for example, Gold, Silver, Bronze or Internal, External) transfers as a text value and the customer maps it to a Gorgias customer tag or custom property during review.