Migrate from SolarWinds Web Help Desk to Gorgias

WHD Tickets map directly to Gorgias Tickets. We extract WHD ticket fields—Ticket ID, Subject, Description, Status, Priority, Category, Assignee (Technician), Requester (Client), Created Date, Updated Date, and SLA timers—and map them to Gorgias Ticket fields. WHD ticket conversation threads (internal notes and client replies) migrate as Ticket Messages in Gorgias. The WHD SLA response and resolution timestamps do not map to a native SLA object in Gorgias; we store them as custom ticket attributes sla_response_due__c and sla_resolution_due__c for agent reference. WHD custom fields on tickets export from the CSV template and re-import as Gorgias ticket attributes, subject to Gorgias's attribute field limits.

WHD Clients (end users who submit tickets) map to Gorgias Customers. We export WHD client fields including Name, Email, Phone, Location, Organization, and any custom fields, then map them to Gorgias Customer attributes. Email address serves as the primary dedupe key. Phone numbers normalize to E.164 format during transformation. If a WHD client has no email address, we create a placeholder and flag it for the customer's admin to complete post-migration.

WHD Technicians (the staff who receive and resolve tickets) map to Gorgias Users. We resolve by email match. WHD's per-technician licensing model means we audit active versus inactive technician accounts during scoping and only provision Gorgias Users for the active set, right-sizing the destination seat count. Role mapping assigns WHD Admin technicians to Gorgias Admin, WHD Standard technicians to Agent, and any Read-only technicians to Agent with restricted permissions. If a WHD technician has no email on file, we flag the record for the customer's admin to assign manually.

WHD Knowledge Base Articles export as HTML content with category assignments. We map WHD article Title, Body (HTML), and Category to Gorgias Help Center articles. Gorgias Help Center uses a flat one-level category structure, so WHD's nested category hierarchies collapse to top-level categories with the full path preserved in the article metadata field original_category__c. Attachments referenced in WHD KB articles migrate as file attachments to the Gorgias article. The customer rebuilds article publishing status and visibility settings post-migration in Gorgias's Help Center editor.

WHD Assets (hardware and software inventory with serial numbers, vendors, locations, and purchase dates) have no direct equivalent in Gorgias. We export all WHD asset fields and present two options: (a) map selected asset fields as custom attributes on the Gorgias Customer record (suitable for linking hardware to the requesting client), or (b) import asset records as a separate CSV into a Gorgias Product or a linked external asset management tool via API. Option (a) is the default for IT support use cases; option (b) is recommended if the team tracks software licenses or hardware inventory as a separate operational record.

WHD Change Requests track CAB-approved infrastructure changes with approval workflows, risk fields, and change owner assignments. Gorgias has no native change management object. We export WHD Change Request records as a structured CSV with all fields preserved and deliver a written Change Management Handoff document that maps each WHD Change Request to a Gorgias Ticket tagged cr_migrated for the customer's ITSM team to evaluate for closure, reference, or re-creation in a dedicated ITSM platform if change control is required.

WHD SLA configurations define response and resolution timers by priority or category. Gorgias does not have a native SLA enforcement object at any tier. We export WHD SLA rules as configuration metadata and deliver a written SLA Handoff document that describes each SLA definition (timer duration, trigger condition, business hours) as a specification for the customer's admin to implement as Gorgias automation rules with timer conditions. Gorgias's higher-tier plans support automated timers and macro-triggered actions that can approximate WHD SLA behavior.

WHD Purchase Orders track procurement data linked to Assets. Gorgias has no native Purchase Order object. We export PO records as structured data and attach them as internal notes to the corresponding Gorgias Customer record using the original PO number as the note subject. The PO note contains vendor, amount, date, and line-item summary in plain text. If Gorgias is used primarily for customer support rather than IT procurement tracking, this mapping is sufficient; if procurement oversight is required, a separate system or ERP integration is recommended.

WHD Locations store address, contact, and parent-location hierarchy. We export all location fields and map the primary address to the Gorgias Customer address fields. WHD's parent-location hierarchy (e.g., Building > Floor > Room) does not map to a nested structure in Gorgias; we flatten it to a single address string with the full hierarchy path preserved in a custom field original_location_hierarchy__c.

WHD stores attachment references (name, size, upload timestamp) on tickets and assets. We export attachment metadata and flag files exceeding 25MB (the WHD email/MAPI transport ceiling) for direct filesystem extraction on self-hosted WHD deployments or manual download-and-reupload for cloud-hosted WHD. File blobs for attachments under 25MB are extracted from WHD's attachment directory and uploaded to Gorgias via the Gorgias API, preserving original filenames and linking them to the correct ticket. Attachment count and total volume are key scoping variables for migration timelines.

WHD custom fields on Tickets, Clients, and Assets support text, numeric, date, picklist, checkbox, and multi-select types. We export all custom field definitions and values. WHD's overnight indexing schedule (8pm PT for US datacenter) means custom fields created during migration planning are not immediately available for filtering in WHD exports; we schedule the custom field export pass 24-48 hours after field creation to ensure indexing is complete. Gorgias ticket attributes support text, number, date, and select types; complex WHD custom field types map to the nearest Gorgias equivalent, with unsupported types documented as requiring post-migration manual entry.

WHD supports tagging on tickets and assets. We export tag assignments per record as plain-text tag arrays and map them to Gorgias Tags, which apply to both Tickets and Customers. Tag names preserve exactly as exported; tag normalization (lowercase, hyphenation) is applied during transformation to match Gorgias tag conventions. Tags used for internal routing in WHD (e.g., department or priority flags) map directly to Gorgias Tags for use in automation rules and agent filtering.