Migrate from Spiceworks Cloud Help Desk to Gorgias

Spiceworks Cloud tickets map directly to Gorgias tickets. The JSON export provides ticket ID, subject, description, status, priority, creator, assignee, timestamps, and category. We map Spiceworks priority (low, med, high) to Gorgias priority, status (new, open, pending, resolved, closed) to Gorgias status, and category to Gorgias tags for downstream routing. Ticket ID from Spiceworks is preserved in the external_id field on the Gorgias ticket for cross-system reference.

Spiceworks Cloud technicians map to Gorgias agents. We resolve by email address as the primary dedupe key. Agent role (admin, technician) in Spiceworks maps to Gorgias agent permissions (admin, agent). Users without email addresses require manual mapping during the reconciliation phase, and tickets from deactivated Spiceworks technicians are reassigned to a default Gorgias agent configured before migration begins.

Spiceworks Organizations group requesters under a company name and primary contact. Gorgias does not have a native Organization object — it uses a flat customer model where each requester is a Customer. We extract Organization name from Spiceworks and write it into the external_id or a custom field on each Customer record in Gorgias. The customer decides at scoping whether to surface Spiceworks organizations as Gorgias customer tags or leave them as a reference field only.

Spiceworks Cloud requesters export with name, email, and phone. We import them as Gorgias Customers deduplicating by email address. Phone number migrates to the Gorgias phone field. Customers without email addresses require manual handling during reconciliation since Gorgias requires an email for customer identification in its multichannel routing model.

Spiceworks Cloud KB articles export with title, body content, and category assignment. We map them to Gorgias Articles preserving the article title, body text, and Spicesworks category as a Gorgias tag. Formatting differences between Spiceworks HTML and Gorgias's Markdown-adjacent article editor may require light content review after import. The Gorgias Help Center structure and article folder hierarchy are reviewed at scoping to determine whether Spiceworks category levels map cleanly into Gorgias folders.

Tags applied to Spiceworks Cloud tickets export as a flat list of string values. Both platforms use a flat tag model with no hierarchy, so the tag list migrates directly. Tags that correspond to Spiceworks categories (Spiceworks uses category for ticket grouping rather than tags) are identified during scoping and mapped to Gorgias tags explicitly so that category-level reporting can continue in Gorgias.

Spiceworks Cloud's JSON export does not include attachment file bodies — it provides attachment filenames and URLs only. We extract the URL list during export, re-download each file, and re-upload it as an attachment to the corresponding Gorgias ticket. Files without valid URLs (corrupted or expired Spiceworks-hosted URLs) are flagged in the migration report for manual re-upload by the customer's admin. Attachment migration from Cloud is less reliable than from on-premises Spiceworks, which has native attachment export.

Spiceworks Cloud custom fields appear in the JSON export with their values per ticket, but the field schema must be pre-created in Gorgias before migration begins. We provide a custom field mapping template during the preparation phase so that text, number, date, boolean, and select custom fields are recreated in Gorgias with the correct type. Select and multi-select fields require the exact picklist values from Spiceworks to be replicated in Gorgias. If a Spiceworks custom field references a look-up or formula, we document it as a manual rebuild item in Gorgias rather than a direct migration.

Spiceworks Cloud JSON export does not include comment threads or internal notes. This is a documented platform limitation confirmed across Spiceworks Community posts (2022-2024). We cannot migrate conversation history directly. We flag this gap in the migration checklist, advise customers to screenshot or manually export critical conversation threads for compliance if needed, and document it as a known data gap in the migration sign-off report. If the customer needs comment history for a small subset of high-priority tickets, we provide a manual-export template for those records.

Spiceworks Cloud user preferences, portal settings, and email notification rules have no equivalent in Gorgias's agent settings model. These do not migrate. We document the active Spiceworks portal configuration settings in a written inventory so the customer's admin can configure equivalent notification preferences, ticket routing rules, and portal branding in Gorgias after cutover.

Spiceworks Cloud provides no reporting API. Spiceworks recommends Power BI for analytics, and customers with historical reporting requirements should export via Power BI before migration. We do not migrate report definitions or historical analytics data. We provide a written inventory of active Spiceworks reports with their filter criteria and recommend that the customer exports the last 24 months of report data as CSV before cutover.

Spiceworks Cloud automation rules (ticket routing, auto-assignment, SLAs) do not migrate to Gorgias because Gorgias uses a different automation paradigm. We do not migrate automations as code. We deliver a written inventory of every active Spiceworks automation rule with its trigger, conditions, and actions, plus a recommended Gorgias macro or routing rule equivalent. The customer's admin rebuilds these in Gorgias settings post-migration.