Migrate from Rhino Support to Gorgias

Rhino Support tickets map directly to Gorgias tickets. The src ticket ID migrates as an external_id field for traceability back to the source system. Subject, status (open/pending/resolved/closed), priority (low/normal/high/urgent), and assignee resolve to equivalent Gorgias ticket fields. We preserve the full conversation thread as message records linked to the ticket. Any Rhino Support status values not natively supported in Gorgias map to the nearest equivalent and are flagged in the reconciliation report.

Individual message records within a Rhino Support ticket migrate as message records attached to the corresponding Gorgias ticket. The author attribution (agent name or customer email), message body, and timestamp transfer directly. The critical distinction between internal notes and customer-facing messages is preserved via the message visibility flag. This ensures the Gorgias timeline reflects the same internal/external split that agents rely on for context during ticket review.

Rhino Support customer records (name, email, phone, company association) map to Gorgias Customer. Email address serves as the dedupe key. If the customer record includes a company reference, we first evaluate whether the destination should store the org as a Gorgias Customer-level company field or as a separate Company object, based on the scoping discovery.

Rhino Support Company records may exist as shared organizational containers for multiple customers. We evaluate the schema during scoping to determine whether the destination needs a separate Company object or whether company data merges into the Gorgias Customer's company field. If a separate Company object is warranted, we create it before Customer migration so that the lookup reference is satisfied at insert time.

Rhino Support agent records map to Gorgias users. We resolve agents by email address match. Any Rhino Support agent record without a matching email in the destination Gorgias account is held in a reconciliation queue for the customer's admin to provision the user account before record migration proceeds. Role names from Rhino Support are preserved in a custom field agent_role__c for post-migration permission configuration.

Rhino Support team structures map to Gorgias teams. Team membership is preserved by resolving each agent's team association after agent-to-user mapping is complete, then applying the team assignment to the migrated user record. If the destination Gorgias account does not have an equivalent team, we create it before ticket migration so that ticket routing by team can proceed without manual re-assignment.

Rhino Support custom ticket fields vary by plan tier and configuration. We catalog all active custom field names, data types, and current values during discovery. Each custom field maps to a Gorgias custom field of equivalent type (string, number, boolean, date, or dropdown). Where the destination lacks an equivalent custom field, we write values to a catch-all note field and flag the customer to create the proper field post-migration.

Tags applied to Rhino Support tickets migrate as label associations in Gorgias. Tag names transfer exactly without transformation. We note any tag-length restrictions in Gorgias during scoping and flag any tags that exceed the character limit so the customer can decide on truncation or renaming before migration.

File attachments on Rhino Support tickets and conversations migrate as file references where the platform exposes accessible download URLs. We retrieve the content_url for each attachment linked to a message and upload it to Gorgias as an inline or linked attachment. Large attachments or formats not accessible via API are flagged for manual re-upload post-migration. Attachment references that resolve to inaccessible URLs are logged in the migration report.

Rhino Support does not expose a documented Knowledge Base API. Knowledge base articles, canned responses, and public-facing FAQ content cannot be retrieved programmatically. We flag this gap during scoping and advise the customer to export articles manually via the admin panel or plan a rebuild in Gorgias Help Center. This is a content gap that requires manual intervention regardless of migration tool choice.

Rhino Support automations and workflow rules are not exposed via documented endpoints for extraction. We do not migrate them as code. We deliver a written inventory of every identified automation pattern (ticket routing, auto-response triggers, status-change rules) observed during scoping for the customer's admin to rebuild using Gorgias Rules and Macros post-migration.

Reporting configurations and dashboard layouts do not migrate. We deliver a list of all Rhino Support report names, metrics, and filter configurations observed during scoping so that the customer's admin can rebuild equivalent reports in Gorgias Analytics. Ticket volume metrics, response time trends, and agent performance data require manual reconfiguration in Gorgias.