Migrate from Salesforce Service Cloud to Gorgias

Salesforce Cases map to Gorgias Tickets as the primary record. We map CaseNumber to Gorgias ticket ID, Subject to ticket subject, Description to ticket body, Origin to channel (email/chat/social mapped to Gorgias channel enum), Status to ticket status (Open, Pending, Resolved, Closed), and Priority to ticket priority. The Salesforce Case.AccountId relationship resolves to the Gorgias Customer record. Salesforce RecordType maps to Gorgias ticket Tags or a custom ticket field if the customer needs multi-department case type distinction. Parent cases and sub-cases collapse into Gorgias linked tickets or a custom field depending on the customer's operational model.

Salesforce Contacts merge into Gorgias Customer records. We map Contact.Email to Customer email (the dedupe key), Contact.FirstName and LastName to Customer name, Contact.Phone to Customer phone, and Contact.Address fields to Customer address. The Salesforce Contact-to-Account relationship collapses because Gorgias does not maintain a separate Account object; Account name and domain become Customer attributes. If the organization uses Partner Contact roles or shared mailboxes, we map those to Gorgias additional addresses on the Customer record.

Salesforce Accounts attach organization-level data (Industry, Type, AnnualRevenue, NumberOfEmployees, BillingAddress) to the Customer record in Gorgias. We merge Account fields into the Customer object as custom attributes. Hierarchical Account structures (Parent Account) do not have a direct Gorgias equivalent; we flatten parent-child relationships into a single Customer record and flag the Account hierarchy for the customer's admin to model in Gorgias Tags or a custom attribute if business logic depends on it.

Salesforce Case Comments (both public and private, distinguished by IsPublished) map to Gorgias ticket conversation messages. Public comments migrate as customer or agent messages based on the CreatedById type; private comments migrate as internal notes attached to the ticket. Rich-text formatting in CaseComment.CommentBody sanitizes to plain text with HTML preserved where the destination renders it. If the customer requires private-comment visibility in Gorgias, internal notes serve that function without a separate migration path.

Salesforce EmailMessage records on Cases migrate to Gorgias ticket conversation messages. We map Subject, TextBody, HtmlBody (sanitized), FromName, FromAddress, ToAddress, CcAddress, and BccAddress. Email direction (Incoming/Outgoing) maps to Gorgias message direction. Attachments on EmailMessage extract separately and link to the Gorgias message via the attachment API. The Salesforce EmailMessage parent Case relationship resolves to the migrated ticket ID at migration time.

Salesforce Entitlements define SLA terms (response time, resolution time, business hours) and are linked to Contacts and Accounts. Gorgias SLA rules provide response and resolution targets but do not preserve historical breach state or remaining time. We do not migrate Entitlement records as data; instead, we deliver a written inventory of every Entitlement Process and Milestone Type with its terms (first response time, case resolution time, business hours ID), and the customer's admin configures corresponding Gorgias SLA rules from that document. SLA compliance history (breached vs met) does not migrate as a field.

Salesforce CaseMilestone records track SLA breach windows (RemainingTime, CompletionDate, MilestoneType) tied to Entitlements. Gorgias does not have an equivalent milestone object. We preserve milestone completion data as a custom Ticket attribute (e.g., sla_first_response_met__c boolean) derived from the Salesforce milestone timestamp at migration time, and we flag any open (uncompleted) milestones as tickets requiring follow-up in the SLA inventory document. This is a data snapshot, not a live automation migration.

Salesforce CaseTeamMember records assign roles to Users on individual Cases. Gorgias does not have a native case team concept. We map CaseTeamMember roles to Gorgias ticket Assignee or to a Tag prefixed with the team role (e.g., tag:escalation-tier2). If the original Salesforce case has multiple assigned team members beyond the primary owner, we add them as Tags or internal notes documenting the full team roster. Customers with complex multi-agent case ownership receive a written recommendation for Gorgias Views and routing rules to approximate the team model.

Salesforce CaseHistory tracks field-level audit changes (Field, OldValue, NewValue, CreatedDate). Gorgias does not have a native audit trail object for field changes. We migrate CaseHistory as a structured text attribute on the ticket (ticket_history__c) containing a chronological list of field changes, or as internal notes in the ticket conversation for the most recent significant status transitions (Status, Priority, Owner). Full field-level audit history is documented in the migration handoff for the customer's admin to reference.

Salesforce Knowledge Articles (with ArticleType variants: FAQ, Article, HowTo, Troubleshooting) migrate to Gorgias Help Center articles. We map Title, Summary, UrlName, and Body (with rich text sanitization). Article Version data (Language, VersionNumber, Status) maps to article version and publish state in Gorgias. Article Categories migrate to Gorgias Help Center categories. If the customer uses Salesforce Data Categories for article taxonomy, we map those to Gorgias Help Center sections and recommend rebuilding the category hierarchy post-migration.

Salesforce Solutions (reusable knowledge articles linked to Cases) migrate to Gorgias Help Center articles. We map Solution.Title to article title, Solution.Body to article body, and Solution.Status to publish state. If the customer uses Solutions alongside Knowledge Articles, we recommend merging both into the Gorgias Help Center with a Solution/Article tag distinction. Solution attachments migrate as article attachments via Gorgias's media upload API.

Salesforce Assets represent products purchased by an Account with install date, status, and product relationship. Gorgias does not have a native Asset object. We migrate Asset name, status, and install date as custom attributes on the Customer record (e.g., asset_product_name__c, asset_status__c). If the customer relies on Asset-to-Case linkage for warranty and entitlement lookups, we document the relationship and recommend a post-migration configuration using Gorgias Customer attributes and a linked product catalog if needed.

Salesforce Custom Objects (API name ending in __c) with lookup relationships to Case, Contact, or Account migrate to Gorgias custom objects or custom ticket attributes depending on complexity. We pre-create the destination schema during scoping, including custom ticket fields for flat properties and related records for lookup-heavy custom objects. If the custom object has no Gorgias equivalent, we recommend a third-party data store or a rebuild in Gorgias's customer attribute model. API naming conventions preserve the __c suffix in the migration mapping document.

Salesforce Users (agents and admins) map to Gorgias Agents by email match. We extract every Salesforce User referenced as Case.OwnerId and map to a Gorgias agent account. Inactive Salesforce Users migrate as inactive Gorgias agents (or archived) depending on the customer's retention policy for historical assignment. If the organization uses Salesforce Profiles and Roles for permission scoping, Gorgias's team permission model (Admin, Agent, Superviewer) replaces those — we document the profile-to-role mapping as part of the handoff.

Salesforce Topics for Cases (the lightweight taxonomy object) map to Gorgias Tags. We extract Case.Tags and map directly to Gorgias tag names. If Salesforce uses tag groups (Topics for Objects), we preserve the group prefix in the tag name (e.g., region:EMEA becomes tag:region-EMEA) and document the taxonomy mapping for the admin to restructure in Gorgias.