Migrate from Oracle Service Cloud (formerly RightNow) to Gorgias

Oracle Incidents map directly to Gorgias Tickets. The Incident.Threads array (public comments, private notes, customer replies) maps to the Gorgias conversation timeline, with Thread.DisplayName distinguishing agent responses from customer messages. We preserve Incident.Status, Incident.Priority, Incident.Created, Incident.Updated, Incident.Closed (as resolved timestamp), and any custom field extensions. Incident.AssignedTo resolves to a Gorgias agent user by email lookup. Oracle Incident custom fields map to Gorgias ticket attributes and custom ticket fields.

Oracle Contacts map to Gorgias Customers. The Contact.FirstName, Contact.LastName, Contact.Emails (primary and additional), Contact.Phones, and Contact.Address fields map to Gorgias Customer name, email addresses, phone numbers, and address. We run a pre-migration contact health check to flag records at risk of Oracle's auto-deletion behavior (orphaned contacts, contacts affected by duplicate-merge rules). These are held in a reconciliation queue for the customer to review before migration. Gorgias Customers are created after their parent Organization maps to a Gorgias Customer account record.

Oracle Organizations map to Gorgias Customers at the account level. Oracle's organization-level fields (name, address, industry, annual revenue) map to Gorgias Customer company information. We create Organization records in Gorgias first, before any Contact migration, because Gorgias links customers to a parent account record. This sequencing prevents orphaned customer records that could trigger deletion cascades.

Oracle's Contact-to-Organization lookup relationship (where one Contact can belong to multiple Organizations with different roles) maps to Gorgias's customer tagging and organization association model. We create a tag per Organization name on the customer record to preserve the multi-org relationship context that cannot be expressed natively in Gorgias's flat customer model.

Oracle Answers (KB articles with categories, versioning, approval workflows, and Knowledge Advance ML ranking) require restructuring for Gorgias Help Center. We export the full article body, metadata, category assignments, and access rules. Oracle categories map to Gorgias Help Center categories; article versioning is flattened to a single published version unless a draft workflow is explicitly required. Oracle's Knowledge Advance ML ranking does not have a Gorgias equivalent — we document the ranking signals for the customer's admin to reproduce using Gorgias's article suggestion logic. Large KBs (over 2,000 articles) require a phased approach: core articles migrate first, niche content migrates in a second pass.

Oracle Assets (linked products, serial numbers, warranty status, and entitlement records) do not have a native Gorgias equivalent. We map Asset records to a combination of Gorgias customer attributes (product name, warranty expiry stored as custom fields) and a JSON attachment on the customer record containing the full asset data payload. The customer chooses which Asset fields surface as visible customer attributes versus hidden attachment data.

Oracle Tasks map to Gorgias internal Tasks linked to Tickets or standing alone. We preserve Task.Subject, Task.Status, Task.Priority, Task.AssignedTo, Task.DueDate, and Task.Created. Tasks with a parent Incident reference link to the migrated Ticket by ticket ID resolution.

Oracle Custom Objects (customer-defined schemas stored in packages, optionally exposed in SOAP API) require architectural redesign for Gorgias. If the custom object has fewer than 20 fields and fewer than 50,000 records, we map it to a Gorgias custom field set on the Customer or Ticket object. If the custom object has a complex schema or high record volume, we map it to a structured JSON attribute on the parent record, preserving the full field structure. The customer chooses the strategy during scoping based on how agents need to access the data.

Oracle Custom Objects with a child-of relationship to Contact or Organization map to Gorgias custom fields on the Customer object with the parent customer ID stored as a reference. We validate that the parent Customer exists before creating child custom object records. Oracle's package-based organization of custom objects is flattened in Gorgias, losing the package namespace context; we document the original package name as a field label prefix.

Oracle Opportunities (pipeline tracking with revenue, stage, and owner) do not have a native Gorgias equivalent because Gorgias is a helpdesk platform without sales pipeline features. We map Opportunities to a structured Note on the Customer record with Opportunity.Name, stage, amount, and close date, plus a tag 'Has_Oracle_Opportunity' for segmentation. If the customer needs pipeline management, we recommend pairing Gorgias with a CRM or flag this for a future CRM migration scope.

Oracle Incident Attachments and Answer Attachments migrate to Gorgias Ticket attachments and Help Center article media. We preserve file name, MIME type, and binary content. Inline images in KB articles are extracted and re-uploaded to Gorgias's media library to prevent broken image links. Attachments exceeding 25 MB are flagged for manual handoff because Gorgias has a 25 MB per-attachment limit.

Oracle custom process scripts and guided agent assistance workflows do not migrate to Gorgias because they are different automation paradigms. We deliver a written inventory of every active Oracle workflow with its trigger, conditions, and actions, mapped to a recommended Gorgias Rule or Macro equivalent. The customer rebuilds these post-migration. Workflow rules governing Incident routing, SLA enforcement, and escalation require manual configuration in Gorgias Rules using different condition syntax.