Migrate from Rezolve.ai to Gorgias

Rezolve.ai Tickets map to Gorgias Tickets with status, priority, assignee, requester, and category preserved. We map Rezolve.ai request categories to Gorgias ticket categories, and internal IT-specific request types (hardware provisioning, access requests, password resets) that have no Gorgias equivalent are flagged as requiring category reclassification on the destination. AI auto-resolution flags and skill-link metadata do not transfer; we document the resolution path for each ticket as plain-text notes on the destination record.

Rezolve.ai conversation threads attach to Tickets and capture the full chat history between employees and agents inside Microsoft Teams. We extract message timestamps, authors, and message body content, then write them as sequential replies in the Gorgias ticket timeline. Thread metadata including Teams reaction counts, message edit timestamps, and AI-handled versus human-handled flags do not transfer because Gorgias does not store these attributes on individual messages.

Rezolve.ai Knowledge Articles power AI Skills and auto-resolution. We export articles with title, body content, categories, and linked skill associations. On the Gorgias side, Help Center articles are the source of truth for AI Agent knowledge. We map article categories to Gorgias Help Center categories and import content in HTML format. AI-resolution metadata including confidence thresholds, linked Skill IDs, and auto-resolution triggers are documented as plain-text guidance notes for training Gorgias AI Agent on the same topics.

Rezolve.ai Users (employees submitting IT/HR requests) map to Gorgias Customers. We preserve email, name, department, and manager associations as custom fields. Note that Gorgias Customers are external-facing support accounts tied to e-commerce order history; Rezolve.ai Users are internal directory entries. We migrate all User records as Customer records and flag that the customer should validate whether all internal employee records are appropriate for a customer support context.

Rezolve.ai Agents (IT and HR support staff) map directly to Gorgias Agents with profile name, email, team assignment, and role preserved. Agent workload data, SLA assignment metadata, and escalation rule references from Rezolve.ai migrate as custom fields on the Gorgias Agent record. Active/inactive status transfers directly.

Rezolve.ai Teams represent service desk squads and routing groups for IT/HR functions. We migrate team name, description, and member list directly to Gorgias Teams. Routing rules tied to Teams in Rezolve.ai (for example, hardware requests route to the IT Ops team) are documented as routing rule recommendations and mapped to Gorgias's rule-based routing configuration by the customer's admin post-migration.

Rezolve.ai Knowledge Skills and Task Skills are AI resolution units tied to the platform's LLM infrastructure with no exportable format. We extract the business intent documented for each Skill (what request types it handles, what resolution path it follows) and create a written Skill inventory that maps to Gorgias macro actions and AI Agent Guidance rules. The customer's admin rebuilds the automation logic in Gorgias using macros for step-by-step resolution flows and Guidance for natural-language behavior rules.

Rezolve.ai workflows define ticket routing, approval chains, and escalation sequences using proprietary AI logic. These do not export in standard formats and cannot be imported into Gorgias. We export every workflow trigger, condition, and action as a written automation inventory with step-by-step descriptions and recommended Gorgias equivalents (routing rules, SLA policies, macro actions). The customer's admin or a Gorgias implementation partner rebuilds the automation logic post-migration.

Rezolve.ai custom fields on Tickets, Users, and Knowledge Articles migrate to Gorgias custom fields using the Gorgias REST API custom-fields endpoint. We map Rezolve.ai field types (string, boolean, date, number, picklist) to the corresponding Gorgias custom field data types. Rezolve.ai-specific picklist values and formula references are exported as text and flagged for manual reconfiguration on the destination since Gorgias custom fields do not support cross-field formula dependencies.

File attachments on Rezolve.ai tickets and knowledge articles migrate as binary blobs and attach to the corresponding Gorgias ticket or Help Center article. We preserve file names and mime types. Storage location references from Rezolve.ai's Teams-linked blob storage are replaced with Gorgias's own attachment references during import. Large attachment batches (over 1 GB total) may require chunking and extended migration windows.

Tenant-level settings including SLA configurations, notification rules, escalation policies, and branding preferences are documented from Rezolve.ai and mapped to Gorgias equivalent settings (SLA policies, notification templates, agent availability rules). Rezolve.ai's Microsoft Teams notification routing preferences have no direct Gorgias equivalent since Gorgias routes notifications through its own multi-channel inbox rather than Teams. We document these as notification reconfiguration items for the admin team.

Rezolve.ai built-in reports covering resolution rates, ticket volumes, and CSAT migrate as report metadata references and description text, but the underlying data query definitions do not transfer. Gorgias provides revenue analytics, agent performance, and ticket volume reports on Pro and above tiers. We map the business metrics from each Rezolve.ai report to available Gorgias report equivalents and flag any gaps as items for the admin to build using Gorgias's report builder or export to a BI tool.