Migrate from SmarterTrack to Gorgias

SmarterTrack Tickets map directly to Gorgias Tickets. We preserve the full conversation thread, channel origin (email, chat, phone), status, priority, assignee, and timestamps. If SmarterTrack stores the channel origin in a custom field rather than a system field, we map that field to the Gorgias channel attribute. Closed and open status values map to Gorgias open/closed. We resolve the parent Organization lookup and create a Gorgias Customer record if one does not already exist for the ticket requester.

SmarterTrack Users with active login status map to Gorgias Agents. Role assignments, department memberships, and group affiliations from SmarterTrack inform the Gorgias Agent permissions and team assignment. We map SmarterTrack Departments to Gorgias Teams for routing logic. Inactive SmarterTrack users are excluded from the agent migration but flagged in the reconciliation report; their ticket assignments redirect to the designated fallback agent.

SmarterTrack Organizations represent the customer or company level above individual users. Organization records map to Gorgias Customer objects with the primary contact email, phone, and any Organization-level custom fields preserved. If the SmarterTrack Organization carries a Brand association, we link the corresponding Gorgias Customer to a team or tag that reflects the brand scope. Multiple email addresses on a SmarterTrack Organization create a primary Customer record with additional emails stored in the contact info field.

SmarterTrack Departments and Groups structure ticket routing and agent assignments. We map the full department and group hierarchy to Gorgias Teams, preserving which agents belong to which team. Team-level routing rules in Gorgias (assign to team, split among team members, or round-robin) are configured to match the SmarterTrack department routing logic as closely as possible, but auto-assignment rules are configuration rather than migrated data.

SmarterTrack multi-brand capability (Enterprise only) scopes portals, knowledge bases, and tickets to separate customer-facing identities. Gorgias does not have a native multi-brand isolation feature; instead, we scope branding to separate Teams or apply a brand-tag to all migrated records from a given Brand. KB articles and portal settings per brand are noted for manual reconfiguration in Gorgias Help Center settings.

SmarterTrack Live Chat sessions are standalone objects with transcripts, participant info, duration, and custom fields collected during the chat. We map each chat session to a Gorgias Ticket with the channel attribute set to live-chat. The chat transcript becomes the ticket message thread. If the SmarterTrack chat used a pre-chat form with custom fields, those field values migrate as ticket attributes.

SmarterTrack Call Logs store phone interaction metadata including duration, disposition, phone numbers, and custom fields. We map each call log to a Gorgias Ticket with the channel attribute set to phone. Call disposition and duration migrate to ticket attributes or a custom field. Note that Gorgias requires the Voice add-on on all tiers; we confirm the add-on is active before migrating call log data so that phone tickets route correctly.

SmarterTrack KB Articles migrate to Gorgias Help Center Articles with body content, category assignments, draft/published status, and brand scoping preserved. Articles using inline HTML are preserved as-is. SmarterTrack article categories map to Gorgias Help Center sections. Published status controls whether the article appears live in Gorgias immediately after migration; draft articles are migrated in unpublished state for the customer's admin to review before publishing.

SmarterTrack Community Posts, ideas, and threaded discussions do not have a native Gorgias equivalent. Gorgias has no community forum, idea board, or customer-to-customer discussion feature. We flag all community post records in the migration inventory and deliver a written content assessment identifying posts that should be archived, converted to Help Center articles, or manually migrated to a third-party community platform (e.g., Disqus or a dedicated community tool).

SmarterTrack News Items are portal-level announcements with body content and scheduling metadata. Gorgias does not have a news or announcement feature in its help desk or Help Center. We flag all News Items in the migration inventory and deliver a written content assessment recommending manual migration to a Gorgias Help Center article (published as announcement) or to a separate announcement channel outside the help desk.

SmarterTrack custom fields on Tickets, Live Chats, and Call Logs map to Gorgias custom fields. We handle type mapping: SmarterTrack text fields map to Gorgias string fields, checkbox fields map to boolean, date fields map to date, and numeric fields map to number. SmarterTrack's 512-character per-value ceiling is noted; any values approaching this limit are flagged during the mapping phase so the customer can decide whether to trim, split across multiple fields, or accept truncation on the Gorgias side which does not enforce this limit.

SmarterTrack organizational custom fields on Users and Organizations map to Gorgias Agent and Customer custom fields respectively. String, boolean, date, and number field types map directly. We scan for any values exceeding 512 characters during the mapping phase and flag them for customer review before import.

Ticket attachments, chat file transfers, and KB article media stored in the SmarterTrack App_data folder or database migrate as Gorgias ticket attachments linked to the corresponding ticket. We extract binary attachments from the SmarterTrack filesystem or BLOB storage and upload them to Gorgias via the attachment API, then link each attachment to the parent ticket by ID. Inline images in KB articles migrate as separate attachments and re-embedded in the article body.

SmarterTrack Tags applied to Tickets and KB Articles migrate as Gorgias Tags. We preserve tag labels and their associations to the parent record. Gorgias Tags are a flat label system; if the SmarterTrack tag taxonomy uses hierarchical or parent-child relationships, we flatten the hierarchy and deliver a tag taxonomy document for the customer's admin to review and restructure in Gorgias.

SmarterTrack SLA rules (target response and resolution times by priority and channel) are configuration-level settings, not record data. Gorgias has SLA management features but with a different rule structure. We extract SLA rule definitions from SmarterTrack and deliver a written SLA rule inventory with trigger conditions, time targets, and recommended Gorgias SLA policy configuration. The customer's admin rebuilds SLA policies in Gorgias Help Center settings.

SmarterTrack workflow rules (auto-assignment, auto-closure, ticket rebalancing, POP import handling) are configuration logic with no direct Gorgias equivalent. We extract rule definitions and deliver a written workflow rule inventory covering each rule's trigger, conditions, and actions. The customer's admin rebuilds auto-assignment and routing logic using Gorgias Rules and macros post-migration.