Migrate from Sprinklr Service to Gorgias

Sprinklr Cases map to Gorgias Tickets. The Sprinklr case ID is preserved in a custom Gorgias ticket attribute for audit traceability. Channel source (email, chat, voice, social) from Sprinklr becomes a Gorgias ticket tag per channel. Agent assignment, SLA timestamps (First Response, Next Response, Resolution), and priority migrate to Gorgias assignee, SLA rules, and priority fields respectively. Message threads attach as Ticket Messages in chronological order.

Sprinklr Contacts map to Gorgias Customers. The mapping is direct for contacts with a unique email address used as the dedupe key. Sprinklr custom contact properties migrate to Gorgias customer attributes. If the Sprinklr tenant uses linked Company records, we resolve the company association and map it to the Gorgias Customer organization field.

Sprinklr Companies map to the organization field on Gorgias Customers. Company custom properties (industry, size tier, account tier) become Gorgias customer attributes. If the Sprinklr implementation has contacts without a linked company, we create a standalone Gorgias customer record and flag it for manual review to confirm whether an organization association is appropriate.

Sprinklr Agent records (user profile, role assignment, team membership, skill tags) map to Gorgias Users with the Agent role. We resolve agents by email match. Skill-based routing metadata from Sprinklr is preserved as tags on the Gorgias User record. Agents without an email match are placed in a reconciliation queue for the customer to provision before record import resumes.

Sprinklr Teams (agent groupings used for case routing and SLA management) map to Gorgias Teams. Team membership lists migrate as group membership records in Gorgias. If the Sprinklr implementation uses a hierarchical team structure, we flatten the hierarchy into Gorgias flat teams and preserve the parent-child relationship as a tag on each team.

Sprinklr custom fields on Cases map to Gorgias custom ticket fields. Picklist, multiselect, number, text, and date field types translate directly. Controlling-field hierarchies from Sprinklr (where a picklist value governs the visibility of child fields) cannot be reproduced in Gorgias; we flatten the controlling field values into tags on the ticket and flag the child field values for manual post-migration configuration in Gorgias Settings.

Sprinklr custom fields on Contacts map to Gorgias customer attributes. We export the full field definition per tenant from the Sprinklr Developer Portal and create equivalent custom attributes in Gorgias. Any cross-references to controlling fields are resolved using the controlling field value as a tag, consistent with the flattening approach used for case custom fields.

Sprinklr Tags (applied across Cases and Contacts for classification) map to Gorgias Tags. Tag taxonomy is exported with parent-child relationships preserved as a naming convention (e.g., Region-North-America) or as separate tags linked by convention, depending on the volume and complexity of the source taxonomy.

Sprinklr KB articles export as structured content via the built-in KB export function or API. Articles include category, publish status, author, and external/internal URL metadata. We convert article content to Gorgias-compatible markdown and import into the Gorgias Articles module, preserving category assignments as article categories. Published status migrates directly; draft articles are imported with draft status and flagged for editorial review.

Sprinklr message threads (inbound and outbound messages per case, tagged with channel, timestamp, sender, and content) map to Gorgias Ticket Messages. Each message in the thread becomes a separate message record attached to the target Gorgias Ticket. Channel metadata is preserved as message-level tags. Attachments migrate as file references where the attachment URL remains accessible post-migration.

Sprinklr Custom Entity types (created via Entity Manager) are unique per tenant and may represent domain objects such as Subscriptions, Policies, or Contracts. Gorgias does not have a native custom entity model. We handle these in one of two ways depending on volume and relationship: for small entity sets with a clear link to Customer, we embed the most relevant fields as customer attributes; for large or complex custom entity sets, we flag them for a separate migration scope or a Gorgias custom integration build.

Sprinklr reporting dashboards and widget exports (PDF, Excel, CSV) are extracted directly and delivered as a structured report package alongside the data migration. Gorgias analytics cover ticket volume, response times, and agent performance but do not replicate Sprinklr's multi-channel reporting dimensions. Report rebuilding in Gorgias is documented as a post-migration task.