Migrate from Pega Customer Service to Gorgias

Pega Cases map to Gorgias Tickets. The Pega case identifier is preserved in a custom field source_case_id__c for audit. Case status (New, Open, Pending, Resolved, Closed) maps to Gorgias Ticket status values that we configure before migration. Case priority maps to a Gorgias priority field or a custom ticket priority field. We handle active SLA timer records by documenting them in the rule audit and flagging them for admin review since Gorgias SLA timers start at ticket creation rather than inheriting historical timers.

Pega Contact records map to Gorgias Customer. We map name, email, phone, address, and organization associations. Custom Contact properties (picklists, dates, integers) are detected during field discovery and mapped to Gorgias custom fields on the Customer object. Email serves as the dedupe key during import.

Pega Workgroups define agent team structures and queue ownership. We preserve Workgroup names, descriptions, and their assignment to routing queues as Gorgias Teams. The Workgroup-to-Agent relationship maps to the Gorgias agent assignment model, where agents are assigned to Inboxes and routing rules determine which team handles which ticket source.

Pega Agent records carry role, skill, and authorization data. We export agent profiles including skill ratings and assignment rules. Skill profiles must be mapped to Gorgias's agent-level settings; Pega's skills-based routing is an add-on tier feature in Gorgias (not available on Starter or Basic plans), so we document the skill configuration and recommend the appropriate Gorgias plan upgrade if skills-based routing is required.

Pega Knowledge articles (text, categories, metadata, intent models) export as Gorgias Knowledge Base articles. HTML-formatted article content often requires content cleaning (stripping inline styles, fixing relative links, normalizing image references) before insertion into Gorgias's knowledge base format. We deliver cleaned article content with categories mapped to Gorgias knowledge base sections.

Pega SLA rules attached to Case Types (thresholds, escalation triggers, timer configurations) export as structured metadata. SLA thresholds translate to Gorgias SLA policies configured per inbox or per ticket category. Escalation triggers and branching SLA logic require manual reconstruction in Gorgias SLA rules; we deliver a written SLA mapping document with the Pega SLA configuration documented and the Gorgias SLA equivalent specified.

Pega Case Types define workflow stages, assignment logic, and routing rules. These are rule-based configurations stored in the Rules Repository, not attribute data. We export stage definitions and routing rule metadata as structured records in the rule audit document. Branching logic and Microjourney configurations must be reconstructed in Gorgias as automation rules and macros; we do not migrate them as executable code.

File attachments linked to Pega cases and knowledge articles export by reference. We download binary files and associate them with the target Gorgias ticket or knowledge base article. Large attachments (over 10 MB) require chunked transfer handling. We verify attachment MIME types during export and preserve original filenames for audit traceability.

Pega custom fields on Cases and Contacts are detected during field discovery. Each custom property is type-mapped (picklist to dropdown, date to date field, integer to number, text to text) and created in Gorgias before migration begins. We use Gorgias's custom-fields API endpoint with object_type parameter set to Ticket or Customer. Custom field values are transformed during import using the mapping defined in the field discovery output.

Pega chat, email, and phone interaction transcripts stored in case history export as structured message records. We export transcript text, channel metadata (email, chat, social, phone), and thread ordering. Each transcript maps to a Gorgias Ticket Message with the channel identified. Structured message metadata (sender, recipient, timestamp) preserves the conversation timeline inside the ticket.

Pega Microjourneys are multi-step service workflow templates stored in the Rules Repository. They do not export as flat data. We export the Microjourney configuration as structured metadata (step sequence, conditions, actions, branching logic) in the rule audit document. The customer's admin reconstructs Microjourneys as Gorgias Macros (canned responses with conditional logic) and Automation Rules (trigger-action workflows). We provide the documented equivalent for each Microjourney during the handoff.

Pega RPA (Robotic Process Automation) bots handle attended and unattended automation within Pega. Gorgias AI Agent provides automated ticket resolution (up to 60 percent of tickets per Gorgias customer testimonials) with on-brand responses to order status, returns, and shipping queries. We do not migrate RPA bots to Gorgias. We document the Pega RPA bot list and recommended Gorgias AI Agent equivalent automations in the handoff document.