Migrate from SMART Service Desk to Gorgias

SMART Service Desk Requests map 1:1 to Gorgias Tickets. The Request ID, subject, description, status, priority, category, requester name and email, and assigned technician all map to their Gorgias equivalents. Conversation history (messages, attachments) migrates as Ticket messages. We preserve the original Request category as a Gorgias tag for filtering. Source platform SLA tier flags to a custom SLA priority tag if Gorgias Automate is not active.

SMART Service Desk Problem records carry impact, urgency, priority, root-cause description, and a Problem-Request linkage. Gorgias has no native Problem object; we map Problems to Tickets with a problem_ticket tag and attach the root-cause description as the initial message body. The Problem-Request linkage is preserved as a tag referencing the original SMART Service Desk Request ID so that agents can cross-reference in the destination. Open Problems at migration time are flagged for follow-up post-migration.

ITIL Change records carry Change Category, Risk, Impact, approval status, and CAB membership. Gorgias has no native approval workflow or CAB concept. We map Changes to Tickets with a change_record tag, and append the Risk and Impact values as tag metadata. Approval routing, Change Advisory Board membership, and scheduled implementation dates cannot be represented natively in Gorgias and are flagged as manual-rebuild items in the migration handoff inventory.

SMART Service Desk Release records represent scheduled deployments with planned start and end dates, assigned technician, and status. Gorgias has no native Release object; we map Releases to Tasks with a release_tag tag, preserving planned start, planned end, assigned technician, and status. Release-to-Change associations are preserved as tag cross-references in the destination.

Assets in SMART Service Desk include workstation records, components, consumables, and allocation details with serial number, type, location, and assigned user. Gorgias has no native asset management module. We migrate asset records as Customer records with a custom field asset_type__c storing the asset category and location, and flag that the customer should evaluate a dedicated asset management tool if ongoing asset tracking is required post-migration.

SMART Service Desk Solutions are knowledge-base articles with title, body content, summary, category, and publication status. We migrate articles to Gorgias Help Center via the Gorgias KB migration endpoint, preserving title, body, category, and publication status. Any hyperlinks referencing the SMART Service Desk instance are stripped and listed in a broken-link inventory for the customer to update post-import.

SMART Service Desk Contracts store vendor agreements and SLA terms with start and end dates and tier. Gorgias has no native contracts object; we migrate Contracts as Notes attached to the most relevant Ticket or as a standalone Note, preserving contract name, type, vendor reference, start/end dates, and SLA tier. Multi-document attachments become separate Note records linked to the primary contract note.

Vendor records store contact information and associated contracts or purchase orders. Gorgias has no native vendor object; we migrate Vendors as Notes attached to a default Vendor Account or the most relevant Ticket, preserving vendor name, contact details, and type. Vendor associations to Contracts and Purchase Orders migrate as Note cross-references.

Purchase Orders in SMART Service Desk represent procurement records linked to Vendors with PO number, vendor reference, line items, total amount, and status. Gorgias has no native PO object; we migrate Purchase Orders as Notes attached to the related Vendor Note or the most relevant Ticket, preserving PO number, vendor reference, line items, total amount, and status.

SMART Service Desk Categories form the taxonomy for classifying Requests, Problems, and Changes. We export the full category tree and recreate it in Gorgias as Tags on Tickets, preserving the hierarchy by mapping top-level categories to primary tags and subcategories to secondary tags separated by a delimiter. The customer chooses the delimiter during scoping.

SMART Service Desk User and Technician records include name, email, department, site, and role. We map active users to Gorgias Agents by email match. Any SMART Service Desk User without a matching Gorgias Agent is held in a reconciliation queue for the customer's admin to provision before record import resumes. Department and role metadata from the source is preserved as tags on the Agent record in Gorgias.

Technician groups in SMART Service Desk represent analyst teams responsible for specific categories or request types. We map these to Gorgias Teams, preserving the team name and member list. Any tickets assigned to a group in SMART Service Desk are re-assigned to the equivalent Gorgias Team at migration time.

SLA configurations in SMART Service Desk define response and resolution time thresholds by priority or category tier. Gorgias does not store SLA records as importable data; we flag the SLA tier assignments during discovery and create tags on migrated tickets to indicate the applicable SLA tier. If the customer activates Gorgias Automate, SLA rules can be rebuilt using the Gorgias Rules engine post-migration.

File attachments on Requests, Problems, and Changes migrate as Gorgias ticket attachments. We preserve original filenames and file types. Attachments are downloaded from SMART Service Desk during the export phase and re-uploaded to the corresponding Gorgias ticket via the Gorgias API. Large attachments (over 25 MB per Gorgias API limit) are flagged for alternative handling.

SMART Service Desk custom fields on Requests, Problems, Changes, and Assets migrate to Gorgias custom fields of equivalent type (string, number, date, multi-select). We pre-create all custom fields in Gorgias before record import begins. Multi-select picklist values from SMART Service Desk become Gorgias multi-select fields with the same options.