Migrate from Pylon to Gorgias

Pylon Issues map to Gorgias Tickets. We preserve external comments as Ticket messages (channel determined by Issue channel assignment: email, chat, Facebook, Instagram, WhatsApp, SMS), and Pylon internal notes migrate to Gorgias's internal note field. Created time, first response time, and resolution time transfer as metadata. The Issue ID is stored in a custom field pylon_issue_id__c for audit traceability. Priority and status map from Pylon Issue priority and state to Gorgias ticket priority and status. Note: Pylon's thread-based model means a single Issue may contain multiple channel conversations — we collapse these into a single ticket with multi-channel message history.

Pylon Accounts (organizations) map directly to Gorgias Customers. The Account's domain, industry, and custom fields transfer as Customer properties. Pylon Account Intelligence data (health scores, risk flags, account tier) migrates as custom properties on the Customer record if Gorgias supports equivalent custom fields, or as structured notes if no custom field equivalent exists. Customer is created before any related Issue migration so the customer-ticket relationship is satisfied at import time.

Pylon Contacts attached to an Account merge into the corresponding Gorgias Customer record. Pylon's per-contact email, phone, language, and timezone become properties on the Gorgias Customer. When multiple Pylon Contacts share an Account, their data is consolidated into one Gorgias Customer. The original Pylon contact_id is stored in a custom field pylon_contact_id__c for reconciliation. If the customer uses a flat contact model in Pylon without accounts, each Contact maps 1:1 to a Gorgias Customer.

Pylon Teams map to Gorgias Teams. Team membership (agents assigned to each team) migrates as team assignments in Gorgias. Where Pylon routing rules are encoded as team-based conditions rather than static assignments, we represent those rules as a written routing matrix for the customer's admin to implement in Gorgias Rules.

Pylon Users map to Gorgias Agents by email match. Agent profiles (name, email, role, availability settings) transfer directly. We resolve each Pylon User against the Gorgias agent table by email; any Pylon User without a matching Gorgias Agent is placed in a reconciliation queue for the customer's admin to provision before migration resumes. Agent-level metrics (CSAT, handle time) stored as custom fields in Pylon do not have a direct Gorgias equivalent and are preserved as custom fields on the Agent record.

Pylon Issue custom fields (text, number, decimal, select, multi-select, boolean, date, datetime, URL) map to Gorgias ticket custom fields. Select and multi-select fields require pre-creation of the picklist values in Gorgias before migration. Boolean fields map to Gorgias checkboxes. Number and decimal fields map to Gorgias number fields with type preservation. We generate a schema diff listing each Pylon custom field, its data type, and the required Gorgias field type and configuration before migration begins.

Pylon Account custom fields (account tier, health score, risk flag, or any custom account property) map to Gorgias customer custom fields. Same type-mapping rules apply as for Issue custom fields. Pylon's Account Intelligence custom fields are included in this mapping scope. We generate a separate schema diff for account-level fields distinct from the ticket-level field diff.

Pylon Contact custom fields migrate to Gorgias customer custom fields following the same type-mapping pipeline as Account and Issue custom fields. Fields that exist at both the Account and Contact level in Pylon are merged into single customer fields in Gorgias, with a note in the schema diff documenting the source record type for each field value.

Pylon Knowledge Base Articles migrate to Gorgias Help Center articles. Article content (text, rich text, embedded media) transfers with HTML sanitization applied. Author and last-modified timestamp are preserved as article metadata. Published status migrates — articles in draft state in Pylon remain draft in Gorgias. Article-to-Collection assignments are preserved through a separate mapping table during migration.

Pylon Collections (folders) map to Gorgias Help Center categories. Nested sub-collections in Pylon map to sub-categories in Gorgias. Permission settings on Collections are documented as access-control notes for the customer's admin to configure in Gorgias Help Center settings. The article-to-collection assignment is preserved through the mapping table generated during the Article migration phase.

Pylon Notebooks (structured account health notes, summaries, and context documents) migrate to Gorgias customer notes attached to the corresponding Customer record. Each Notebook's content, author, and timestamp transfer as a dated note entry on the Customer. If the customer has a high volume of Notebooks, we batch them by Account to minimize the number of individual note inserts.

Pylon Tasks and Projects from the Account Intelligence layer migrate as dated note entries on the corresponding Gorgias Customer. The task title, description, due date, and completion status transfer as note content formatted in a structured template (e.g., '[Task] Due: YYYY-MM-DD — description'). If Gorgias has a task or to-do feature available on the customer's plan, we document it as a configuration recommendation rather than forcing the note-format migration.

Pylon Activities (login events, feature usage, support interactions tracked as account-level events) migrate as dated note entries on the Gorgias Customer record in reverse chronological order. High-frequency activity logs are summarized or sampled at migration time to avoid note inflation; the original activity log is documented as a CSV export excluded from the migration target.