Migrate from OASYS to Gorgias

OASYS Tickets map directly to Gorgias Tickets. We preserve ticket ID as an external ID reference, migrate subject, status, priority, and creation/modification timestamps. Conversation threads (customer replies and agent responses) migrate as message records with sender identity, timestamp, and body preserved. We validate all ticket statuses against Gorgias's supported status values (open, pending, resolved, closed, spam) and flag any OASYS statuses that require custom status mapping.

OASYS Customer records map to Gorgias Customers. Standard fields (name, email, phone, language, timezone) migrate directly. OASYS Notes attached to customers transfer as Customer note text. We resolve email as the dedupe key and flag any duplicate emails detected across OASYS Customer and Company records for manual resolution before import.

OASYS Companies store organizational context and link multiple customers to one entity. Gorgias Customers have an optional organization field that links to the company name as a string reference. We migrate Company name and domain as organization data on the primary Customer record and flag secondary customer records for manual organization assignment if the OASYS Company had more than five associated contacts.

OASYS Agents map to Gorgias Agents by email match. We extract agent display names, email addresses, and role assignments (admin, agent). Inactive agents from OASYS migrate to inactive agents in Gorgias to preserve historical ticket ownership. New agent provisioning in Gorgias is a pre-migration step handled by the customer's admin before records import.

OASYS Team structures and queue assignment rules vary by configuration. We audit team rosters and ticket routing rules during discovery and document the team roster as a configuration guide for Gorgias. Teams in Gorgias are created by the admin during migration prep; we provide a team assignment matrix mapping each OASYS team to its Gorgias equivalent.

OASYS custom fields migrate as Gorgias custom fields with the following constraint: Gorgias enforces a maximum of 4 active custom fields per object type (Ticket or Customer). We audit every OASYS custom field during discovery, classify them by data type (string, boolean, date, number), and flag any fields beyond the 4-field limit. The customer decides which 4 fields to retain; the remainder are documented as fields to recreate manually post-migration or to store as plain-text note attachments on each record.

OASYS conversation threads attached to tickets map to Gorgias messages in ticket timeline order. Each message preserves the sender (customer or agent), timestamp, channel (email, chat, social), and message body including any inline images. Thread chronology is maintained by ordering on the original OASYS created_at timestamp.

OASYS file attachments on tickets and messages are downloaded during extraction and re-uploaded to Gorgias storage. We validate file size against Gorgias upload limits and flag any files exceeding the destination threshold during the audit phase. The customer decides whether to compress, exclude, or manually re-upload oversized files. Supported file types (images, PDFs, documents) migrate; executable and script files are excluded.

OASYS tags on tickets and customers migrate to Gorgias tags with full association preserved. Tag taxonomy from OASYS may require reorganization in Gorgias if the source used hierarchical tag conventions that do not translate to Gorgias's flat tag model. We document the full source tag inventory and flag any tag consolidation recommendations during scoping.

OASYS SLA definitions use internal naming conventions and condition logic that do not export as structured data. We capture screenshots, configuration screenshots, and written documentation of every active SLA rule during the audit. SLA rules cannot be imported automatically into Gorgias. Post-migration, we deliver a configuration guide mapping each OASYS SLA to its Gorgias SLA Policy equivalent, including response-time targets, conditions, and escalation actions. The destination admin rebuilds SLA policies using Gorgias's SLA management UI.

OASYS Company records that store organizational metadata (domain, address, size, industry) map to Gorgias Customer organization fields. For OASYS accounts using Companies as primary organizational records rather than Customers, we create Customer records with organization data populated from the Company and flag the relationship for the customer's review.

OASYS Workflows and automated ticket rules do not migrate as code to Gorgias because the two platforms use different automation models. We deliver a written inventory of every active OASYS Workflow including its trigger conditions, actions, and assignment logic, mapped to a recommended Gorgias Rule equivalent. The customer's admin rebuilds automations in Gorgias using Rules and Macros. This inventory is part of the standard migration deliverable and is not included in the data-transfer scope.