Migrate from OpenText Service Request Center (SRC) to Gorgias

SRC Service Requests map directly to Gorgias Tickets as the primary ticket object. Request type, priority, status, description, requester reference, and assignment map to Gorgias Ticket type, priority, status, body/description, customer_id, and assigned_agent. SRC Service Request custom fields (user options on offerings) map to Gorgias Ticket Fields. Service Request attachments migrate inline. The SRC request category or offering type maps to Gorgias Ticket Tags for segmentation.

SRC separates Incidents (IT infrastructure disruptions) from Service Requests (user-initiated service requests). Gorgias has a single Ticket model. We assess whether the customer's SRC Incidents represent a distinct operational process (separate SLA targets, separate routing) or whether they functioned as a second ticket queue for the same support team. If distinct, Incidents migrate as Tickets with a tag 'incident-source' for filtering in Gorgias. If functionally equivalent, Incidents merge into the main Ticket import with other metadata preserved in custom fields.

SRC KB Articles storing resolution content linked to tickets map to Gorgias Articles. Article title, body, and category migrate. SRC articles frequently contain HTML formatting with embedded images, tables, and links that require sanitization during migration. We apply an HTML-to-markdown conversion preserving as much structure as possible, re-host inline images to a temporary storage endpoint, and flag articles with tables or complex formatting for manual review. Article-to-ticket associations are preserved as Ticket Tags or linked notes in Gorgias. SRC article metadata (author, created date, last modified) migrates to Gorgias Article metadata fields.

SRC internal users (agents, support staff) map to Gorgias Agents. Display name, email address, department, and role migrate. SRC role definitions (admin, agent, viewer) map to Gorgias Agent permission levels. SRC group memberships map to Gorgias Team membership. SRC manager hierarchies for reporting do not have a direct Gorgias equivalent; we preserve the hierarchy in a custom field for reporting purposes. Agent status (active/inactive) migrates; inactive agents are provisioned in Gorgias as deactivated to preserve ticket history.

SRC external requesters tracked as Customer records (distinct from internal Users) map to Gorgias Customers. Customer name, email, phone, company, and address fields migrate directly. Customer notes and any custom customer fields migrate to Gorgias Customer fields. SRC customer-to-ticket association links migrate as Gorgias Ticket-to-Customer relationships via customer_id lookup. If the destination Gorgias account has Shopify or Magento integration enabled, we validate customer email addresses against the eCommerce platform to link existing customer profiles rather than creating duplicate records.

Files attached to Service Requests, Incidents, and KB Articles migrate as Gorgias Ticket Attachments and Article Attachments. SRC attachments stored inline with the ticket record migrate directly. SRC attachments stored in external systems (including OpenText Content Suite repositories) require explicit resolution: we retrieve files from the external repository during discovery, re-host them to a temporary accessible endpoint, and import them inline with the parent ticket. External Content Suite attachment references that cannot be resolved are documented as broken links for manual remediation by the customer's admin. File size limits (Gorgias caps attachments at 25MB per file) require chunking for larger files.

SRC SLA configurations define response and resolution targets tied to priority levels, service categories, and calendar definitions. Gorgias SLA Rules use a simpler timer model: a defined period (in hours or business hours) from ticket creation or last customer reply, with calendar association per SLA rule. We export SRC SLA definitions during discovery, map priority levels to Gorgias priority (low, medium, high, urgent), and configure Gorgias SLA Rules for each priority. SRC calendar definitions (business hours per service category) require conversion to Gorgias Business Hours settings, which support a single active business hours schedule per account unless using multi-channel rules. Complex multi-calendar SRC configurations that assign different business hours per service category are simplified to a primary business hours schedule with the note that service-category-specific SLAs require Gorgias rule-engine workaround or manual timer tracking.

SRC support groups defining ticket routing and agent ownership map to Gorgias Teams. Group name, email routing alias, and group membership (list of agent user_ids) migrate to Gorgias Team with members assigned. SRC team-level SLA assignments map to Gorgias Team SLA Rules where applicable. If SRC uses nested groups (sub-groups within parent groups), the hierarchy is flattened to Gorgias Teams with the parent relationship noted in a custom field for reporting. Email routing aliases from SRC are preserved in Gorgias inbox routing rules.

SRC custom fields (user options) on Service Requests and Incidents accumulate across years of deployment and vary significantly between SRC instances. We audit all custom field configurations during discovery: field name, data type (text, number, boolean, date, picklist, multi-select), validation rules, and picklist values. These map to Gorgias Ticket Fields of equivalent type (text fields, number fields, boolean toggles, single-select and multi-select dropdowns). SRC picklist values map to Gorgias Ticket Field options. Custom field validation rules (required, conditional required, format) are noted for manual recreation in Gorgias Field Settings. Fields without a Gorgias equivalent (e.g., SRC-specific data types) are flagged as unsupported and preserved in a custom JSON field on the Ticket for future extraction.

SRC service catalog items and request offerings are defined within the catalog module and are not portable in structured format. Gorgias does not have a service catalog equivalent; it organizes help content through Articles and Categories. We extract catalog item metadata (name, description, category, associated SLA, associated custom fields) during discovery and deliver a written catalog reconstruction guide. The customer's admin uses this guide to create Articles representing the former catalog offerings and sets up Gorgias Category structure to mirror the SRC catalog hierarchy. Service catalog associations on migrated tickets are preserved as Ticket Tags.

SRC workflow definitions are tightly coupled to the platform's internal process engine and are not exportable in a portable format. This includes approval chains, escalation rules, automatic assignment rules, and notification triggers. Gorgias uses a Rule Engine with triggers (new ticket, customer reply, agent reply, status change) and actions (assign, tag, macro apply, SLA pause). We document every active SRC workflow with its trigger, conditions, actions, and escalation path, and deliver a written Workflow Inventory that maps each SRC workflow to a Gorgias Rule equivalent. The customer's admin rebuilds workflows using Gorgias Rule Engine or macros post-migration.

SRC maintains comprehensive audit trails and compliance logs for enterprise IT governance. Gorgias stores ticket edit history (edits on the ticket, assignments, status changes) as Ticket Events. We migrate the most recent 12 months of ticket edit history as Gorgias Ticket Events (up to 500 events per ticket as allowed by Gorgias API). Older history or system-level audit entries are not migratable. If the customer requires full compliance audit retention, we recommend a separate audit log export from SRC (available as report export) to be stored in a document repository outside Gorgias. SLA breach history and escalation records migrate as Ticket Events tagged 'sla-breach' or 'escalation' if the data is extractable from SRC.

SRC stores created_date, modified_date, and SLA timer values (time_to_response, time_to_resolution) on Service Requests and Incidents. These timestamps migrate to Gorgias Ticket created_at and updated_at fields. SRC SLA breach timestamps (date_time when SLA was breached) migrate as Ticket Tags or custom fields if the customer requires breach history visibility. The migration preserves the full historical timeline so that ticket aging, SLA performance, and volume trends are intact for reporting in Gorgias. We set the migrated flag on records that have been backdated to their original SRC timestamps to distinguish migrated historical data from new tickets created in Gorgias.