Migrate from ServicePRO to Gorgias

ServicePRO Service Requests map to Gorgias Tickets. We map standard fields: status (ServicePRO status_id to Gorgias status string), priority (ServicePRO priority_id to Gorgias priority string), category (ServicePRO target_category_id to Gorgias Tags), and assigned technician (ServicePRO assigned_technician_id to Gorgias user_id via email match). Custom form fields on Service Requests map to Gorgias custom ticket fields, but ServicePRO field types (masked entry for telephone/SSN/credit card) require explicit PII handling review before import. ServicePRO's contract-linked Service Requests require the related contract record to be preserved in the Customer notes or a custom field since Gorgias has no Contract object.

ServicePRO Users (GET api/v1/Setup/GetEmployeeInfoByEmployeeId) map to Gorgias Users via email match. We extract role, department, and Service Center assignment. ServicePRO's granular RBAC (Enterprise) maps partially to Gorgias's Agent role system (Admin, Agent, Supervisor); multi-department isolation from ServicePRO cannot be reproduced at the same granularity in Gorgias because Gorgias uses a flat Team model. We document the gap and recommend Team-level access controls as the equivalent.

ServicePRO Target Records of type Customer (from GetTargetList filtered by targettypeid) map to Gorgias Customer profiles. We map customer name, email, phone, address, and any custom fields defined on the Target Record. ServicePRO's Site records (locations linked to Customers) map to Gorgias Customer address fields or a custom field if multiple sites per customer exist. Customers without an email address in ServicePRO require a placeholder email during Gorgias import because the Customer object requires an email field.

ServicePRO Assets (importable via CSV Import Utility) do not have a native equivalent object in Gorgias. We link asset records to the corresponding Customer profile as structured notes with asset name, serial number, type, and any custom asset fields in a formatted text block. If the customer requires a formal asset tracking feature in Gorgias, we recommend a third-party integration (Assetworks, FleetMind) or a custom object extension on Enterprise; this is scoped as a post-migration configuration decision.

ServicePRO Target Categories (from GetTargetCategoryList) define hierarchical lookup structures for routing. We extract category names and hierarchy, then create corresponding Tags in Gorgias. ServicePRO's isRelated and UsedInSharedRef flags inform tag hierarchy in Gorgias where supported. Category-to-tag mapping is validated during the Sandbox test migration before production import.

ServicePRO Contracts link customers to service agreements, sites, and obligations. Gorgias has no Contract object. We preserve contract data by mapping it to a custom text field on the Customer profile (contract_id, contract_type, contract_start, contract_end) or to structured notes. If the customer requires contract-level SLA tracking, we recommend a separate contract management tool post-migration.

ServicePRO Programs define service offerings linked to inventory items, branches, and events (from GetProgramList). Gorgias has no equivalent Program object. We document Programs as a written inventory and map the most common program types to Gorgias Macros (pre-built responses for program-specific inquiries) or Rules (routing logic based on ticket content). The customer validates and configures Macros and Rules post-migration.

ServicePRO custom fields on Service Requests use an enumerated type system (text, numeric, date, checkbox, dropdown, masked entry) encoded as integer pairs in the metadata API. Gorgias supports string, boolean, date, and number custom fields on Tickets and Customers. We map compatible field types directly and flag masked-entry types (telephone, SSN, credit card) for PII review. Dropdown fields require the customer to confirm that option lists are identical between source and destination before import finalization. Field dependencies (FRX) in ServicePRO cannot migrate; we document them for manual configuration in Gorgias Rules.

ServicePRO Business Rules define automated routing, escalation, and notification logic. They have no documented API export endpoint. We do not migrate Business Rules as code. We conduct a pre-migration configuration audit during discovery, document every active Business Rule with its trigger, conditions, and actions, and deliver a written rules inventory with a Gorgias Rule-equivalence guide for common ServicePRO rule types. The customer's admin rebuilds routing logic in Gorgias Rules or Macros post-migration.

ServicePRO System Email Accounts (SMTP configurations for sending and receiving) map to Gorgias email integration settings. We export account configurations including SMTP host, port, credentials, and shared inbox assignments. Professional tier supports up to 10 accounts; Enterprise supports unlimited. Post-migration, the customer's admin configures the email channel in Gorgias Settings using the exported SMTP settings.

ServicePRO attachments linked to tickets, assets, and forms migrate to Gorgias ticket attachments. We export via the API or direct database reference where accessible. Large binary attachments (PDFs, images over 10 MB) may require chunked export. Inline images embedded in ticket messages migrate as separate attachment records linked to the message. We flag any attachments stored outside the API-accessible boundary during discovery for customer decision on manual re-upload.

ServicePRO Enterprise multi-Center configurations define organizational boundaries for ticket queues and users. Gorgias does not have a multi-queue model; it uses a single queue with Teams for department isolation. We consolidate multiple Service Centers into Gorgias Teams during migration, mapping each Center's queue to a Team name. If the customer runs independent brands across Centers, we document the consolidation decision during scoping and recommend separate Gorgias accounts per brand (billed separately) as the structural equivalent to ServicePRO multi-Center.