Migrate from Splashtop Remote Support to Gorgias

Splashtop Technicians map to Gorgias Agents. Technician name, email, and role assignment (Admin, Technician, User) transfer to the Gorgias agents table. Role-based access permissions from Splashtop (Admin can manage team, Technician can start sessions, User has view-only) map to Gorgias Agent permissions by role tier. The customer provisions the Gorgias agents with appropriate permission levels post-migration. We flag any Technician without a valid email address for admin resolution before agent creation.

Open and recently closed SOS Call requests from Splashtop migrate to Gorgias Tickets. Each SOS Request generates a Gorgias ticket with the requester name, session code, request timestamp, and channel source. Splashtop's SOS Call PIN codes and session metadata transfer to Gorgias ticket attributes. Closed SOS requests older than 90 days migrate as historical tickets with a 'Closed' status flag. We exclude SOS requests with no requester contact information because Gorgias requires a customer or organization on every ticket.

Splashtop Service Desk Channels (available on Enterprise tier) map to Gorgias Inbox channels. Channel names, routing rules, and PIN code configurations transfer as reference metadata in a Gorgias custom field set. The actual channel connections (email addresses, chat widgets, social accounts) must be reconfigured in Gorgias by the customer's admin post-migration because channel credentials (API tokens, OAuth connections) cannot be extracted from Splashtop. We deliver a channel-mapping worksheet to guide this reconnection.

Splashtop Computer Groups map to Gorgias Organizations for IT-managed client groupings, or to Tags for categorization purposes. We export the Group hierarchy as a CSV during discovery and the customer selects the mapping strategy: Organizations if they manage external client accounts (common for MSPs), Tags if they want to label tickets by device category or department. Group names with device counts transfer as reference metadata for reconciliation after Gorgias organization setup.

Splashtop Computers cannot map to a native Gorgias object because Gorgias does not have a device or endpoint inventory. We store the computer name, group assignment, and last session timestamp as custom attributes on the related Gorgias Customer record. This provides a reference lookup for support agents handling tickets related to specific managed devices. We export the full computer list CSV during discovery and match each computer to a Customer or Organization by the requester's email.

Splashtop Access Permissions define which Technicians can reach which Computers or Groups. Because Gorgias does not have an endpoint-access permission model, we export the Access Permissions CSV as a standalone artifact for the customer's IT team to use as a reference when re-establishing access controls in whatever endpoint management system they adopt post-migration. The CSV is not imported into Gorgias as data.

Splashtop role definitions (Admin, Technician, User) with their granular permission levels do not map to a Gorgias object. We extract the role-to-permission matrix from the Access Permissions CSV and deliver it as a written role-definition reference document for the customer's admin to use when assigning Gorgias Agent roles post-migration.

Splashtop Enterprise web form widgets with custom fields (name, email, issue description, device type) export as a field inventory during discovery. The field names and types are documented as a reference for recreating equivalent custom fields on Gorgias Tickets. We do not migrate the web form code or configuration because Splashtop web forms are embedded JavaScript widgets that cannot be exported and re-hosted.

Splashtop Connector RDP profiles (Profile Name, Deploy Code, Enable Recording, RDP-specific settings) do not have a Gorgias equivalent. These profiles are specific to Splashtop's remote desktop protocol handling and are excluded from the migration scope. We deliver a CSV export of all RDP profile names and codes as a reference for any future endpoint management tool the customer selects.

Splashtop session history is not available via the public API or admin console CSV export. No session records (session start/end times, duration, actions taken, chat logs within sessions) migrate. We confirm this limitation during discovery and note it in the migration handoff document. If the customer requires session audit trails, they must retain Splashtop read access or export session logs manually from the Splashtop console for the period they wish to preserve.

Splashtop deployment codes are scoped to the Splashtop account and tied to the Streamer installation process. These codes are not transferable to Gorgias because Gorgias does not deploy endpoint agents. We deliver the deployment code inventory as a CSV for the customer's IT team to decommission after the migration window closes.

Splashtop Service Desk workflows (trigger conditions, routing rules, automated actions on SOS requests) are Enterprise-tier features that do not migrate. We document every active workflow as a written specification (trigger event, conditions, actions, assigned channel) and deliver it to the customer's admin for rebuild in Gorgias Rules or via a third-party automation integration. This is outside standard migration scope.