Migrate from Servicely to Gorgias

Servicely Tickets (covering incidents, service requests, and problems) map directly to Gorgias Tickets. We map ticket subject, body content, status, priority, created timestamp, updated timestamp, and channel origin. Servicely's multi-stage workflow status maps to Gorgias's ticket status field with a status mapping table defined during scoping. Agent assignment resolves via email match to Gorgias Agents. Custom ticket fields migrate to Gorgias CustomField objects using the external_id property for traceability back to the Servicely field name.

Servicely Customer records map directly to Gorgias Customer objects. We preserve email, name, phone, language, timezone, and note fields. Any Servicely custom properties on the Customer object map to Gorgias CustomField entries with the appropriate type (string, boolean, date, number). Customer-company linkage from Servicely is preserved by storing the related Servicely Company name as a custom field on the Gorgias Customer record.

Servicely Companies (organization entities) have no direct Gorgias equivalent because Gorgias Customers are individual end users. We merge Servicely Company data into the related Gorgias Customer record by storing the company name, domain, and any custom company properties as custom fields on the primary Customer record linked to that organization. If multiple Servicely Customers share the same Company, we attach that company context to each Customer record in the merge.

Servicely Agent records map to Gorgias Agents by email match. We preserve agent name, email, role, and active status. Permission set definitions and access control configurations in Servicely do not have a direct Gorgias equivalent because Gorgias uses a simpler agent role model (admin, agent). We document the Servicely permission structure in the handoff inventory so the customer's admin can configure equivalent access in Gorgias post-migration.

Servicely file attachments on tickets migrate with original filenames and MIME types preserved. We download attachments from the Servicely export, then upload to Gorgias linked to the corresponding ticket using the Gorgias API's attachment endpoint. URL references to attachments in Servicely are not preserved as live URLs unless the destination Gorgias plan includes the attachment hosting feature.

Servicely Knowledge Base articles (title, body HTML, category, tags) map to Gorgias Help Center articles. We migrate article content with formatting preserved where both platforms use HTML or a compatible rich text format. The category structure from Servicely maps to Gorgias Help Center categories, and tags migrate as article labels. Any embedded images in Servicely articles are downloaded and re-uploaded to Gorgias as hosted assets. Approval workflows and visibility rules on KB articles do not migrate because Gorgias does not have an equivalent article-level approval model.

Servicely Service Catalog items define requestable services with variable fields and approval chains. Gorgias has no service catalog object. We map catalog item names and descriptions to Gorgias Macros that pre-fill ticket subject and body for the equivalent request type. Approval routing logic from Servicely catalog items cannot be migrated because Gorgias has no native approval workflow. We document each Servicely catalog item and its approval chain in the handoff inventory with a recommendation for implementing equivalent request routing using Gorgias rules and team assignment.

Servicely SLA configurations define response and resolution deadlines tied to ticket priority with calendar scheduling. Gorgias supports response time rules per channel and per team but lacks a formal SLA tracking object with breach alerts and SLA reporting. We map Servicely SLA names and target hours to Gorgias response time rules for the corresponding priority level. Actual SLA breach tracking, escalations, and SLA reporting require post-migration configuration using Gorgias's rule engine or a third-party SLA add-on from the Gorgias marketplace.

Servicely stores workflow trees with activity node types (comment, user action, approval, complete, scriptable, scriptable async, timer, if/else branches). Gorgias has Macros (predefined reply templates with variable substitution) and Rules (event-triggered actions on tickets) but no equivalent multi-branch workflow engine. We export each Servicely workflow JSON and translate it to an equivalent combination of Gorgias Macros and Rules where possible. Workflows with if/else branching, timers, or scriptable nodes are flagged as requiring manual rebuild in Gorgias and included in the written handoff inventory.

Servicely Tags applied to tickets and knowledge base articles migrate as Gorgias Tags (label arrays). No value transformation is required. Tags used for ticket categorization in Servicely map directly to the same label structure in Gorgias.

Servicely's virtual agent and embedded GenAI append resolution notes and suggested fixes to tickets. These are stored as ticket comments or custom note fields depending on the customer's AI configuration. We flag the presence of AI-generated content during migration scoping. If stored as comments in Servicely, they migrate as formatted comment blocks on the Gorgias ticket. If stored as custom fields, they migrate as a custom field on the Gorgias ticket with the original content preserved. Gorgias does not have a native AI resolution field, so AI-generated content is presented as a structured comment rather than a labeled AI output.

Servicely custom objects beyond the standard Ticket, Customer, Company, and Agent objects do not have a direct Gorgias equivalent. Gorgias supports CustomField objects attached to Customer and Ticket object types. We map each Servicely custom object to one or more Gorgias CustomField entries, determining the attachment target (Customer vs Ticket) based on the custom object's relationship in the Servicely data model. Custom objects with inter-record relationships that require a relational data model cannot be fully preserved in Gorgias; we document the remaining data in a structured CSV handoff file for the customer's admin to address manually.