Migrate from Serviceaide ChangeGear to Gorgias

ChangeGear Incidents map to Gorgias Tickets with Status, Priority, Category, Assignment, and timestamps preserved. Incident description and resolution content migrate as Ticket messages. Affected CI references from ChangeGear are flagged in the ticket notes field as a manual reconstruction reference since Gorgias has no CI model. The mapping uses Gorgias's POST /tickets endpoint with channel set to 'email' for imported records.

ChangeGear Service Requests are a distinct workflow from Incidents but map to Gorgias Tickets with a custom tag 'service-request' applied during import. Fulfillment records and approval steps do not have a Gorgias equivalent and are documented in the migration output for admin review. Service Request priority maps to Gorgias priority (1-4).

Change records (with CAB approvals, risk assessments, implementation timelines, and risk scores) have no Gorgias equivalent. Gorgias has no change management, CAB workflow, or risk-scoring model. We extract Change records in full, generate a Change Record Inventory document listing every Change ID, its approval chain, risk score, current status, and related Incident links, and deliver it to the customer for manual archiving or reconstruction in a separate ITSM tool if required.

Problem records link to their related Incidents via ChangeGear's known relationship type. Gorgias has no Problem-Known Error linkage model. We generate a Problem-Incident Relationship Map as a CSV, linking each Problem ID to its connected Incident ticket numbers, and flag it for manual handling. Problem body content migrates as a reference note attached to the primary related Ticket if the customer requests it.

ChangeGear Knowledge Base articles migrate to Gorgias Help Center articles via the POST /help-center/articles endpoint. Article title, body (HTML), category, publication status, and internal/external flags transfer directly. Formatting differences between ChangeGear HTML output and Gorgias's article editor are handled by HTML normalization during the transform phase. Attachments within articles migrate as external file references; inline images are downloaded and re-uploaded to Gorgias's media library.

ChangeGear hardware and software asset records (with license counts, warranty statuses, last-seen dates, and decommissioned flags) have no Gorgias equivalent. Gorgias's customer records reference Shopify order data, not internal IT assets. We extract the full asset inventory as a structured CSV including asset type, serial number, warranty expiry, and linked CI, and deliver it for import into a dedicated IT asset management tool or for manual reference.

ChangeGear CIs form a relational graph with dependencies, affected services, and linked Incidents. Gorgias has no CMDB or CI model. We preserve the CI relationship graph as a separate adjacency list CSV (CI_ID, CI_Type, dependency_CI_ID, affected_service, linked_incident_count) and deliver it as a configuration reference document. No CI data loads into Gorgias; the customer admin rebuilds the CI view if required in a separate ITSM tool.

ChangeGear User records (with role-based access assignments, active/inactive status, and group memberships) map to Gorgias Agent profiles. We resolve ChangeGear users by email match during import. Active ChangeGear users become Gorgias agents; inactive users are imported with the 'is_admin' flag set to false and are flagged in the reconciliation report for admin activation or deactivation. Group memberships from ChangeGear map to Gorgias team structure where team names align; non-matching groups are documented for manual team creation.

ChangeGear SLA definitions (priority-to-SLA mappings and breach thresholds with business-hours calendars) partially map to Gorgias's SLA model. Gorgias's Starter plan includes a 1-day SLA, Basic 12-hour, Pro 8-hour, Advanced 4-hour SLA. ChangeGear's custom SLA calendars and multi-tier SLA definitions are not directly configurable in Gorgias. We extract the full SLA definition including calendar, breach thresholds, and priority mappings, and generate a SLA Configuration Guide that documents how the customer's ChangeGear SLA matrix maps to Gorgias plan-level SLAs or requires a manual rebuild in Gorgias settings.

ChangeGear Task records (under Incidents, Changes, or Service Requests with assignees, due dates, and completion status) migrate as Gorgias Ticket notes or subtask references. The parent-child relationship to the owning Incident is preserved as a note reference since Gorgias Tickets are flat; subtask dependencies are documented as a linked checklist note. Task priority and assignee resolve against the Agent mapping.

ChangeGear custom fields on Incidents and Service Requests require explicit field-level mapping via the Gorgias GET /custom-fields endpoint. We extract the ChangeGear custom field schema (name, type, picklist values, required flag) during discovery, create the corresponding Gorgias custom field on Ticket using the Gorgias API, and map values during the ticket import phase. Type mismatches (e.g., ChangeGear date-picker to Gorgias text) are handled with value transformation during the transform step.

File attachments linked to ChangeGear Incidents, Changes, or Knowledge Articles migrate via download-and-upload to Gorgias's media library. Attachment references from ChangeGear are resolved as URLs; we download the file, upload it to Gorgias via the media endpoint, and link it to the corresponding Ticket message. Files exceeding Gorgias's 25 MB attachment limit are flagged in the reconciliation report for manual handling. Attachment filename and original upload date are preserved as message metadata.