Migrate from Service Creatio to Gorgias

Service Creatio Cases map to Gorgias Tickets with a one-to-one correspondence on standard fields: CaseNumber maps to ticket external_id for traceability; Title maps to Subject; Status maps to ticket Status (Open, Pending, Resolved, Closed); Priority maps to ticket Priority (Low, Normal, High, Urgent); CustomerId resolves to the Gorgias Customer record by email lookup. Creatio's Case Origin channel (Email, Chat, Phone, Portal) maps to the Gorgias channel field on the ticket. Custom Case columns discovered during schema audit migrate as custom fields on the Gorgias ticket using the custom_field API.

Service Creatio Contacts map to Gorgias Customer records by email address as the primary dedupe key. FullName maps to Customer name; Email maps to the email field; Phone maps to the phone field; and any custom Contact properties discovered during schema audit migrate as typed Customer custom fields. A Contact may be linked to multiple Cases; all associated ticket references resolve against the same Customer record.

Service Creatio Accounts map to Gorgias Organizations when the Account has a company-level record distinct from the Contact. We map Account.Name to Organization.name, Account.Industry to a custom Organization field, and Address fields accordingly. If the Gorgias account does not include the Organizations feature (Starter and Basic tiers), we merge the Account data into the Customer record as custom fields and note the tier constraint during scoping.

KB Articles from Service Creatio migrate to Gorgias Help Center articles with Title, Body (rich text content), Category mapping to Gorgias Help Center categories, and Publication Status (Published, Draft, Archived). Article-to-category relationships preserve the Creatio KB structure. Articles linked in Creatio case resolution flows are re-linked to their destination Help Center URLs after migration.

Service Creatio Activities—emails, calls, meetings, tasks, and notes tied to a Case—are flattened into the Gorgias conversation timeline as message records. Each Activity type maps to a corresponding Gorgias message direction (received for inbound, sent for outbound) and body content. Activity timestamps preserve the original Creatio timestamp for timeline ordering. Multiple Activities on a single Case merge into one Gorgias ticket conversation thread in chronological order.

File attachments on Cases (stored via Creatio File-type schemas) migrate as binary attachments to the corresponding Gorgias ticket. Large attachment sets require OData export chunking to avoid triggering Creatio's MaxMemoryUsageToGetDataViaEntityCollection RAM limit. We extract file metadata and binary data separately, then attach to the ticket using Gorgias's attachment API endpoint.

Service Creatio Users who own Cases or are assigned Activities map to Gorgias Agents by email address lookup. Active Creatio users become active Gorgias agents; inactive users are preserved as historical assignees on tickets rather than re-assigned. Any Creatio user without a matching Gorgias agent account goes to the reconciliation queue for the customer's admin to provision before migration resumes.

Service Creatio Queues (groups of Cases for team assignment) map to Gorgias Teams. Queue membership and routing rules export during discovery, but queue-to-agent assignment mappings require review because Gorgias team structures often differ from Creatio's queue architecture. We deliver a queue-to-team mapping table for the customer's admin to configure in Gorgias Settings after migration.

Service Creatio SLA rules (response time and resolution time commitments per Case category) map to Gorgias SLA Policies available on Advanced and Enterprise tiers. SLA conditions, time-bound rules, and first-response timers export from Creatio and translate to Gorgias SLA policy definitions. Note that Gorgias SLA policies have different configuration semantics; the mapping is documented and the admin configures Gorgias SLAs post-migration.

Tags applied to Cases and Contacts in Service Creatio export as tag names with their record associations. We import tag names into Gorgias and apply them to the corresponding ticket records. Both platforms use flat label-based tagging, so the tag model is compatible at the object level.

Custom Object type schemas created in Creatio Studio are fully supported for extraction. Each custom object requires explicit schema discovery during the technical audit: we enumerate all Object schemas, extract column definitions, and identify lookup relationships. Destination mapping depends on the custom object's purpose—most migrate as custom fields on the Gorgias Customer or Ticket record; standalone custom objects require Gorgias custom object provisioning which is available on Advanced and Enterprise tiers.

Standard Creatio objects (Case, Contact, Account) can have custom columns added via the UI designer. We identify all custom fields during discovery, map them to Gorgias typed custom fields (string, number, date, boolean, select) based on the destination data type, and configure them in Gorgias before ticket import. Tag-based or taxonomy-based custom fields require a mapping table review with the customer during scoping.