Migrate from Serviceaide Intelligent Service Management to Gorgias

ISM Customer Care Ticket Items map to Gorgias Tickets with standard field mapping: CCTI title becomes Ticket subject, description becomes body, status maps to open/pending/resolved/closed, priority maps to low/normal/high/urgent, assignee maps to agent, requester maps to customer. ISM custom ticket fields require field-level mapping against Gorgias custom ticket field types. SLA breach flags from ISM are stored as a custom field sla_breach_flag__c and the original SLA timer value preserved in sla_breached_at__c for audit. ISM's SLA-driven group reassignments do not fire standard webhooks (ISM-13232), so we extract group assignment history as a separate migration artifact and re-apply it as ticket notes on the Gorgias side after import.

ISM organization records (used in ISM's multi-tenant MSP and BPO model) map to Gorgias Customer records. The organization name becomes customer name, and ISM organization metadata (tenant ID, branding configuration) is preserved in a migration notes field. For single-tenant ISM deployments, the organization record may represent a single customer's company name and is mapped accordingly. We scope extraction to the specific ISM organization ID to prevent cross-tenant data bleed in MSP environments.

ISM user records with analyst or agent roles map to Gorgias Agents. ISM end-user accounts map to Gorgias Customers. Role assignments (ISM role to Gorgias permission group) are preserved in the mapping. We match by email address as the dedupe key. ISM agent availability settings and department metadata are stored as agent notes for the customer's admin to configure post-migration.

ISM Knowledge Manager articles map to Gorgias Help Center articles. Article title, body content, status (draft/published/archived), category, and tags migrate. ISM stores KB article approver names and comments as metadata fields outside the article body (ISM gotcha: approver metadata stored separately), so we append this metadata as a structured header block within the article body on the Gorgias side so the approval chain is preserved and readable. Luma AI association fields on ISM articles are documented in the migration inventory for the customer to re-configure in Gorgias's integrated AI settings.

ISM Knowledge Manager category hierarchy maps to Gorgias Help Center category structure. Category names and parent-child relationships migrate directly. ISM's category-level visibility settings (public/internal) map to Gorgias category visibility flags.

Files attached to ISM CCTI tickets migrate as attachments on the corresponding Gorgias Ticket. ISM stores attachments with the parent record, so we extract the binary file and the parent CCTI ID, resolve the CCTI to its migrated Gorgias Ticket ID, then re-associate the file on the destination side. Inline images within ticket body HTML are extracted as separate content assets and re-embedded in the migrated body.

ISM tags used for ticket categorization and filtering map to Gorgias Tags. Multi-value tag fields on ISM CCTIs migrate as multiple Gorgias tag assignments on the corresponding ticket. ISM tags that represent SLA tiers or priority categories are flagged in the mapping documentation for the customer to review whether those map to Gorgias SLA settings or remain as manual tags.

ISM Service Catalog and Service Manager records define service offerings with associated SLAs and request workflows. Gorgias does not have a native service catalog equivalent. Service catalog records migrate as a documented inventory list (service name, associated SLA, workflow steps) that the customer's admin uses to configure Gorgias Macros or Help Center articles as a self-service alternative. This is a configuration remapping, not a direct data migration.

ISM Asset Center holds hardware and software inventory records. Gorgias has no CMDB or asset management module. ISM asset records that are directly relevant to customer support (for example, a product asset tied to a customer ticket) are documented in a separate inventory and linked as customer notes or custom fields on the Gorgias Customer record. Broader IT infrastructure asset records require a third-party IT asset management tool post-migration.

ISM Change Manager records contain change titles, risk assessments, approval phases, and CAB workflows. Gorgias has no change management module—incidents and service requests are handled as standalone tickets. Change records migrate as a written inventory (change ID, title, risk score, approval status, associated CCTIs) for the customer's IT operations team to evaluate for manual entry into a dedicated change management tool or for disposition as historical reference records in Gorgias notes. Change record metadata is not lost but requires manual reconstruction in the destination context.

ISM Configuration Items with relationships, approval phases, and CI-to-ticket associations do not map to any Gorgias object. ISM CI records migrate as a written inventory document listing CI name, CI type, relationship map, and associated CCTI IDs. ISM defect ISM-13238 (special characters in CI Approval Phase fields causing workflow state corruption) means we validate and strip non-ASCII characters from all CI approval phase fields before including them in the export. The customer's IT team evaluates whether a dedicated CMDB tool is needed post-migration for CI tracking.

ISM's no-code workflow engine defines ticket routing, SLA triggers, and escalation paths as configuration rather than data records. These do not migrate as executable code into Gorgias. We deliver a written inventory of every ISM workflow rule with its trigger conditions, branching logic, SLA actions, and notification steps, plus a recommended Gorgias Macro or Rule equivalent. The customer's admin rebuilds these in Gorgias's Rule builder post-migration. SLA escalation thresholds that define breach behavior migrate as documentation for reconfiguration in Gorgias SLA settings.