Migrate from SAAS First to Gorgias

SAAS First customer and contact records map to the Gorgias Customer object. We extract name, email, phone, and address fields from the SAAS First record and populate the corresponding Gorgias Customer fields. If SAAS First stores timezone or channel preference, we map these to the Gorgias Customer metadata fields. Dedupe key is email address. Any SAAS First contact record without an email address is flagged in reconciliation for manual review before import.

SAAS First tickets map directly to Gorgias Tickets. We map ticket subject to the Gorgias Ticket subject field, status from SAAS First (open, pending, resolved, closed) to the corresponding Gorgias Ticket status value, priority to the Gorgias priority enum, and assignee to the Gorgias agent resolved via the User mapping. Channel metadata (email, chat, social) maps to the Gorgias channel field. SLA deadline fields migrate if present in SAAS First and are recreated as Gorgias SLA rules post-migration.

Each SAAS First message in a ticket thread maps to a Gorgias Ticket Message. We preserve the message body, sender type (customer or agent), timestamp, and attachments. Message ordering is maintained by the created_at timestamp. HTML-formatted message bodies are sanitized to plain text or preserved as-is depending on the Gorgias rendering capability. Internal notes from SAAS First migrate as private Gorgias messages.

SAAS First file attachments are downloaded from the source API, re-uploaded to Gorgias using the Files API endpoint, and linked to the corresponding Ticket Message via the file reference. File naming convention is preserved. Large attachment batches (over 5 GB total) are chunked to avoid source API timeout. Any attachment with a missing parent message is held in a reconciliation queue.

SAAS First tags migrate to Gorgias Tags. Tag names and the ticket-tag associations are preserved. If SAAS First uses tag hierarchies or tag groups, we flatten them into a single tag namespace in Gorgias and document the original grouping in the migration report for the customer's admin to restructure inside Gorgias tag management if needed.

SAAS First macros and response templates are documented in a written inventory delivered to the customer's admin post-migration. Macros are not migrated as executable code because SAAS First and Gorgias use different trigger and variable models. The inventory lists each macro's name, trigger condition, body content, and assigned variables so that Gorgias Macros can be rebuilt in the Gorgias Macros interface.

SAAS First automated rules and ticket-triggered workflows are documented in a written inventory delivered to the customer's admin post-migration. Rules are not migrated as executable code. The inventory covers each rule's trigger event, conditions, actions, and any delay or escalation logic so that Gorgias Rules can be reconstructed. Gorgias Rules use an event-based trigger model that differs from SAAS First's rule syntax.

SAAS First agent and user accounts map to Gorgias Users. We resolve by email address. Any SAAS First user without a matching email in the destination Gorgias account is flagged for the customer's admin to provision. Agent permissions and role assignments from SAAS First are documented in the user mapping inventory for manual configuration in Gorgias Team management.

SAAS First team and group structures map to Gorgias Teams. We preserve team name, team member assignments, and the team-to-ticket assignment rules. If SAAS First uses nested team hierarchies, we document the structure and recommend a flat team model in Gorgias, which does not natively support nested team hierarchies.

SAAS First SLA policies (first response time, next response time, resolution time) are documented in a written SLA inventory for the customer's admin to recreate inside Gorgias SLA Management. SLA assignment rules (which tickets get which SLA based on priority, customer tier, or channel) are included in the inventory with Gorgias equivalents. SLA metrics are not transferred as active Gorgias SLA rules.

SAAS First CSAT or satisfaction survey responses map to Gorgias Satisfaction Surveys. We preserve the survey response score, respondent email, ticket reference, and submission timestamp. If SAAS First uses a non-5-star rating scale, we normalize the values to a 1–5 scale and document the transformation in the migration report. Survey configuration (question text, rating style) is documented separately for manual rebuild.

SAAS First custom fields on tickets and customers are pre-created in Gorgias before any records import. We map the SAAS First field name and data type to the corresponding Gorgias Custom Field type (text, number, multi-select picklist, date). Custom field values are then populated during the ticket and customer import phases. The customer's admin validates the field schema in Gorgias during the sandbox test before production migration.

SAAS First knowledge base articles are exported and delivered as a structured content package for manual import into Gorgias Help Center. Article text, categories, and metadata are preserved. Images embedded in articles are downloaded and re-uploaded to Gorgias Media Library. We do not migrate article attachment links that reference SAAS First-hosted URLs; these are flagged for the customer's admin to update post-migration.

SAAS First connected integrations (e-commerce platforms, CRM connections, webhook endpoints) are documented in an integrations inventory. E-commerce integrations (Shopify, BigCommerce) require reconnection inside Gorgias using OAuth or API key credentials that the customer's admin provides. CRM and webhook integrations that should persist post-migration are reconfigured in Gorgias during the post-migration setup window.