Migrate from Rooftop to Gorgias

Rooftop customer records (name, email, phone, language, timezone, notes, customer type) map to Gorgias Customer objects. The Gorgias Customer API accepts these fields directly. We resolve Rooftop customer IDs to Gorgias external_id references for thread association. Any custom properties found in Rooftop CSV exports map to Gorgias custom fields (string, boolean, date, number types per the Gorgias custom field API schema).

Rooftop company or account records map to the organization field on Gorgias Customer. The company name and domain migrate as the organization name string. If the destination Gorgias account uses multi-brand or multi-store configuration, company records map to the appropriate customer organization scope.

Rooftop conversation threads attached to tickets map to Gorgias ticket messages. Each message in the thread becomes a separate message entry in Gorgias with sender attribution (customer vs agent), timestamp preserved, and channel type (email, chat, social). Internal notes in Rooftop migrate to Gorgias internal note messages with visibility restricted to agents. We normalize HTML-formatted messages to plain text for display consistency.

Rooftop ticket records map to Gorgias Ticket objects. The Rooftop ticket ID is preserved as external_id in Gorgias. Subject, status (open, pending, resolved, closed), priority, and assignment migrate directly. Team assignments in Rooftop map to Gorgias Team objects if the destination account has team structures configured.

Rooftop agent profiles (name, email, role, team assignment) map to Gorgias User records. We match agents by email address during migration. If a Rooftop agent email has no corresponding Gorgias user, we flag the record for customer-admin provisioning before ticket import so that ticket assignments are satisfied at insert time.

Rooftop custom field names and data types are inventoried during scoping. We create matching custom field definitions in Gorgias via the custom fields API before migration using the corresponding type (string, boolean, date, number). Values transform from Rooftop format to Gorgias accepted values. Any picklist-style custom fields in Rooftop map to Gorgias select or multiselect custom fields with equivalent option lists.

Rooftop tags applied to tickets migrate as tag arrays in Gorgias. We preserve the full tag label without transformation. If Rooftop uses tag hierarchies or namespaced tag prefixes, these flatten to flat tag labels in Gorgias per the target platform's tagging model.

File attachments associated with Rooftop tickets or conversations are migrated by URL reference where Rooftop provides accessible attachment URLs. We preserve the original attachment filename and MIME type. If Rooftop attachments are stored behind authentication or are inaccessible after the source account is deprovisioned, we flag them as requiring manual re-upload in Gorgias and document the file list for the customer admin.

KB articles exported from Rooftop migrate to Gorgias Help Center articles. Article body content transfers as HTML or markdown depending on Rooftop export format, with formatting preserved. Category and folder structure from Rooftop maps to Gorgias Help Center categories. Internal article ID references are remapped to destination article IDs during ingestion.

Rooftop ticket status values (open, pending, resolved, closed, or any custom statuses) are mapped to Gorgias ticket status values during migration setup. We configure the status mapping before ticket import so that status values are valid in the destination schema at insert time.

Rooftop ticket or customer external IDs referencing third-party integrations (if present in Rooftop export) are preserved in Gorgias as external_id fields on the corresponding ticket and customer records. This preserves cross-system reference data for teams that will reconnect integrations post-migration.

Rooftop customer language and timezone values migrate to the corresponding fields on Gorgias Customer records. These values are used by Gorgias for ticket routing rules and SLA calculation if the destination account uses time-based routing.