Migrate from osTicket to Gorgias

osTicket Tickets map 1:1 to Gorgias Tickets. Each osTicket ticket ID is preserved as an external_id on the Gorgias Ticket for reconciliation. Status (open, resolved, closed, archived) maps to Gorgias Ticket status; priority maps to Gorgias priority. The osTicket number field (ticket display ID) maps to Gorgias Ticket external_id for future delta sync reference.

osTicket stores the entire conversation — customer replies, agent responses, and internal notes — as one merged Thread record per ticket. We split this into discrete message records at migration time, deriving individual message boundaries from osTicket's rendered-thread HTML structure which is version-sensitive to osTicket release. Each split message gets its own author (agent or end user), timestamp, and an internal vs. public flag preserved. Internal notes map to Gorgias internal ticket notes; customer and agent messages map to the public message thread. This step is the primary migration effort driver for high-message-density tickets.

osTicket Users map to Gorgias Customers. We match on email as the primary key. Name, email, phone, and language preference migrate directly. Users without an email (rare in osTicket but possible) are held in a reconciliation queue. Users with no Organisation linkage are migrated as standalone Gorgias Customers with no company association.

osTicket Agents map to Gorgias Users (agents). We match by email address. osTicket per-department agent permissions do not map directly to Gorgias's role-based access control model; we assign the lowest-privilege role by default and flag role configuration for the customer's admin to set in Gorgias post-migration. Active vs. inactive agent status from osTicket carries over.

osTicket Organisations map to Gorgias Customers at the company level. In Gorgias, company-level information is stored on the Customer record's company_name and company_domain fields. We extract the osTicket Organisation name and link it to all associated User records. Organisations with no linked Users are migrated as standalone Customer records and flagged for review.

osTicket Attachment records are stored separately from the Ticket Thread with their own ID and file metadata. We extract each Attachment record alongside the ticket, download the file content, and upload it to Gorgias via the Messages API, re-linking it to the correct ticket and message. Attachment file type and original filename are preserved. Large files (over 20 MB) that exceed Gorgias's attachment size limit are flagged for manual handling or alternative storage.

osTicket Custom Fields (text, boolean, date, list, and number types) map to Gorgias Custom Fields on the Ticket object. osTicket typed custom fields must be translated to Gorgias managed_type definitions during schema setup. We create the destination custom fields in Gorgias before any ticket import runs, using the same field labels and ordering. Required flag behaviour differs: osTicket custom fields marked required for end users silently block API ticket creation — we temporarily set these to optional during migration scoping and restore them post-migration if requested.

osTicket Departments control ticket routing and agent permissions. Gorgias uses Teams for agent grouping and Views for inbox filtering. We map osTicket Departments to Gorgias Teams for agent group preservation. Department-based SLA assignments do not map to native Gorgias SLA objects (Gorgias uses SLA policies at the plan level, not the department level); SLA plan names from osTicket migrate as Tags on each ticket for filtering purposes.

osTicket SLA Plans define response and resolution deadlines by priority and department. Gorgias does not have a native SLA Plan object at the free and basic tiers; SLA management is a paid feature (Advanced plan and above) and is configured as a policy per channel. We map osTicket SLA Plan names to Tags on each ticket so that the customer's admin can recreate SLA policies in Gorgias or use Tags as a manual routing reference. We do not configure Gorgias SLA policies inside the migration scope.

osTicket Help Topics are ticket categories used for routing and SLA assignment. Gorgias has no direct Help Topic equivalent; Help Topics are typically modelled as Tags in Gorgias. We migrate Help Topic names as Tags on the relevant tickets. The customer's admin recreates the routing logic in Gorgias Rules or Automate post-migration.

osTicket User-level Custom Fields (e.g., customer loyalty tier, account type) migrate to Gorgias Customer Custom Fields. These are created in Gorgias as Ticket Customer custom fields before migration. The type mapping follows the same translation logic as Ticket Custom Fields: osTicket field types map to equivalent Gorgias managed_type definitions.

osTicket ticket statuses (Open, Pending, Resolved, Closed, Archived) map directly to Gorgias Ticket status values. Custom status labels created in osTicket migrate as Tags. We preserve the original osTicket status name in a Tag for audit purposes during migration.