Migrate from ServiceNow Customer Service Management to Gorgias

ServiceNow CSM Cases map directly to Gorgias Tickets. We map the CSM case number to Gorgias Ticket external_id, case state to Gorgias status (open, pending, resolved, closed), priority to Gorgias priority, and opened_at to ticket created_at. Resolution date maps if the case is closed at migration time. The Case short_description becomes the Ticket subject, and the full case description migrates as the initial ticket message. Active cases migrate as open tickets so the team resumes with an accurate queue at cutover.

CSM Case Tasks are child records with their own assignment, status, and due date. Gorgias does not have a native parent-child task structure, so we create child tickets using a tag convention (parent_case:{case_number}) and populate a custom field parent_case_id for traceability. Assignment chain migrates as ticket tags for the agent to manually reassign if needed. If the customer requires strict parent-child behavior, we recommend configuring Gorgias ticket views filtered by the parent_case_id custom field as a workaround.

ServiceNow CSM Accounts (customer companies) map to Gorgias Customers. The Account name becomes the Customer name, the primary address migrates as Customer address metadata, and the Account website migrates as a custom field. Account hierarchy (parent-child between companies) migrates as a custom parent_company_id field because Gorgias does not support multi-level customer hierarchies natively.

CSM Contacts linked to Accounts map to Gorgias Customers. We resolve the Account reference first, then create the Customer with the Contact's email as primary key, phone, name fields, and role information preserved in custom fields. Contact-to-Account associations migrate as Gorgias Customer tags for segmentation.

CSM Consumers (B2C person records without an Account relationship) map to Gorgias Customers using email as the dedupe key. Any consumer-specific properties such as date of birth or loyalty tier migrate as custom fields. Consumers without email addresses use the phone field as the dedupe identifier.

CSM Service Definitions define which products and services are eligible for which case types. Gorgias has no equivalent object. We export Service Definitions as structured JSON metadata and create tags in Gorgias matching the service name and category. The customer uses these tags to filter tickets by service type post-migration. This is a manual configuration step guided by our delivered tag inventory.

CSM Install Base tracks products, warranties, and contract associations per customer. Gorgias Customer records support custom fields for product and order context. We extract active Install Base records and map product name, warranty status, and contract end date to custom fields on the Gorgias Customer. This enables agents to see product entitlement context without accessing ServiceNow.

CSM Service Organizations represent internal and external business locations handling cases. The IBL/EBL/OSP hierarchical structure has no Gorgias equivalent. We export the hierarchy as metadata and recommend the customer configure Gorgias Teams to mirror their service organization structure, or use tags if team count exceeds Gorgias team limits. Team mapping is a configuration step guided by our delivered structure inventory.

CSM Knowledge Articles migrate to Gorgias Help Center articles. Article title, body (HTML preserved), metadata fields, and visibility settings migrate directly. Article categories map to Gorgias Help Center categories. Articles linked to specific products or services migrate with a tag matching the Service Definition name for cross-reference.

File attachments on Cases and Case Tasks use ServiceNow's document ID system. We extract files via the ServiceNow Attachment API, preserve filenames and MIME types, and re-associate them in Gorgias using the Gorgias Attachments API linked to the corresponding migrated ticket. Attachments exceeding Gorgias size limits (15 MB per file) are flagged for alternative handling.

CSM extended schema on the Case table (via form configuration) requires pre-flight reconstruction. We export the full extended column set using ServiceNow Table API queries, then create equivalent custom fields in Gorgias via the custom_field API before data import. Field types are mapped: CSM choice lists to Gorgias dropdown custom fields, reference fields to text custom fields (with lookup values exported as metadata), and date fields to date custom fields.

CSM custom fields on Account and Contact tables map to Gorgias Customer custom fields. We follow the same pre-flight schema export and recreation process used for Case custom fields, ensuring all Account-level and Contact-level metadata is available in Gorgias for agent context.

CSM Communities provide peer-to-peer support forums with thread, reply, vote, and view data. Gorgias does not have a community forum feature. We export Communities as a structured JSON archive for the customer's records. Thread and reply content can be published as Knowledge Articles in Gorgias Help Center if the customer chooses to rebuild community content in a self-service context.