Migrate from Seraph to Gorgias

Seraph ticket records (ID, Subject, Status, Tags, timestamps) map to Gorgias Ticket. We extract the source ticket ID as external_id on the Gorgias Ticket for audit and future reconciliation. Agent assignment resolves by email match to Gorgias User. Channel (email, chat, social) maps to Gorgias channel field. If Seraph exposes priority or SLA fields, these map to custom ticket fields in Gorgias.

Seraph customer records (Name, Email, Phone, Language, Timezone, custom fields) map to Gorgias Customer. Email is the dedupe key. We map any Seraph customer type field to a Gorgias custom field on Customer. If Seraph stores a note or internal flag per customer, it migrates as a Customer Note or archived custom field. Timestamp history (created_at, updated_at) preserves as migration metadata on the destination record.

Seraph agent records map to Gorgias User. We match agents by email address. If the destination Gorgias account does not yet have the agent User provisioned, we hold those ticket assignments in a reconciliation queue and assign to a default User until the admin provisions the correct accounts. Role and permissions (admin vs agent) map from Seraph role to Gorgias permission group.

Seraph canned responses or macro templates map to Gorgias Macros. We inventory every macro with its body text, shortcut trigger, and attached conditions. Note that Seraph macro conditions (if-then branching) may not have a 1:1 Gorgias equivalent; we document the gap and recommend rebuilding the conditional logic in Gorgias Rules or as separate Macros with distinct shortcuts. Shopify variable syntax in Seraph macros requires manual verification against Gorgias Liquid-style variable format.

Seraph automated rules (ticket routing, auto-assignment, trigger responses) do not migrate as executable code. We deliver a written inventory of every active Seraph rule with its trigger event, conditions, and actions, mapped to the closest Gorgias Rule equivalent. Gorgias Rules operate on ticket events (created, updated, channelchanged) and can set assignee, priority, tags, and SLAs. Conditional branching and delay actions are documented as configuration notes for the customer admin to rebuild post-migration.

Seraph knowledge base articles with title, body (HTML), category, and tags map to Gorgias Help Center articles. HTML content transfers as-is; inline images require URL re-hosting or re-upload to Gorgias media storage. Category structure in Seraph maps to Gorgias article categories. Published status preserves; draft articles migrate as drafts. Article view counts and feedback ratings do not transfer unless Seraph exposes these as API fields.

Ticket attachments migrate to Gorgias ticket attachments via API upload. We handle file type validation (Gorgias accepts common image and document formats), chunk large files above single-request size limits, and verify attachment references on the destination ticket record. Attachments on knowledge base articles migrate as embedded media with updated image URLs.

Seraph ticket tags migrate to Gorgias Ticket Tags. Tags are preserved as a flat list unless Seraph exposes a hierarchical taxonomy, which we flatten to Gorgias-compatible flat tags. Tag usage counts migrate as reference data in the migration audit report.

Seraph team or group records map to Gorgias Teams. Agent membership in teams preserves. If Seraph uses team-based routing rules, these are flagged as Rule inventory items for manual rebuild in Gorgias.

If the Seraph instance includes custom record types beyond the standard Ticket/Customer/Agent schema, we map them to Gorgias custom objects or Jira-linked issues depending on the customer's post-migration workflow. Custom object mapping requires pre-migration schema discovery because Seraph's custom object support is not confirmed in available research.

Seraph SLA definitions (first response time, resolution time thresholds per priority) map to Gorgias SLA configurations. If Seraph exposes SLA breach timestamps, these do not retroactively apply to migrated tickets; we set SLA status as not_started or paused pending manual restart in Gorgias.

If Seraph exposes CSAT response history, these migrate as Satisfaction records linked to the migrated Ticket in Gorgias. Score, comment, and timestamp preserve. Note that Gorgias Satisfaction Survey is available on Pro and above plans; Starter tier does not include this feature.