Migrate from Sqanit to Gorgias

Sqanit Digital Twins and Assets map to Gorgias Product records. Each Sqanit device carries metadata (model, serial number, install date, owner) that maps to Gorgias Product fields. We preserve the device serial number as a custom field serial_number__c on the Product for traceability. If the customer's Sqanit instance links multiple devices per end user, we create one Product per unique device and link them to the corresponding Customer record via a custom field linked_devices__c.

Sqanit Organization records (representing the manufacturer or enterprise account) map directly to Gorgias Company records with a simple field rename. Organization name becomes Company name, domain becomes Website, and primary contact information migrates as the first Company address. The Company object in Gorgias is the top-level entity to which Customer tickets attach, so it must exist before any Customer migration begins.

Sqanit End Users (consumers who scan a QR code on a physical product) map to Gorgias Customer records. The customer's email, name, phone, language preference, and timezone migrate directly. We preserve the Sqanit end-user identifier in a custom field sqanit_user_id__c for audit and reconciliation. If the Sqanit end user has minimal profile data (common in QR-code-first flows), we migrate available fields and flag any required Gorgias fields that cannot be populated for the customer's admin to complete post-migration.

Sqanit Service Tickets are the core transactional object and map 1:1 to Gorgias Tickets. We preserve ticket subject, description, status, priority, assignee, created_at, and updated_at timestamps. Status values from Sqanit (e.g., open, in_progress, resolved) map to Gorgias ticket status values during transformation. Priority migrates as a custom ticket field or mapped to Gorgias's priority scale. The ticket assignee resolves via email match against Gorgias Agent records.

Sqanit interaction records (scans, AI-assisted resolutions, technician updates, customer replies) map to Gorgias Message records attached to the corresponding Ticket. Each message carries the original timestamp, author (end user or technician), and message body. Interaction type metadata (scan, AI resolution, manual update) migrates as a custom message tag or ticket attribute. Multilingual message content is preserved as-is; Gorgias handles display rendering per the Customer's language preference.

Sqanit internal technicians and service staff map to Gorgias Agent records. We resolve each technician by email match against Gorgias Agent accounts, preserving role and team assignment from Sqanit as a custom field technician_role__c and team__c. Technicians without matching Gorgias Agent accounts are held in a reconciliation queue for the customer's admin to provision before record import proceeds.

Sqanit compliance records (inspections, certifications, regulatory documentation attached to devices) have no direct Gorgias equivalent. We extract the compliance status, last inspection date, and certification expiry as custom Ticket fields on the migrated service ticket (e.g., compliance_status__c, last_inspection_date__c, certification_expiry__c). For EU Digital Product Passport data, we create a structured custom field set and flag that the customer's compliance team should evaluate Gorgias's native KB and document attachment features as the long-term replacement.

Sqanit natively links every Service Ticket to a specific Device/Asset and preserves that link throughout the service history. Gorgias does not have a native device-asset relationship on Tickets. We preserve this link by creating a custom ticket field linked_product_id__c that stores the Gorgias Product ID of the migrated device, and a text field linked_device_serial__c that stores the original Sqanit device serial number for reconciliation. Customers using Gorgias's Shopify integration may alternatively link the ticket to a customer order rather than a physical device; we document both options for the customer's admin to choose during discovery.

Sqanit's multilingual self-service content (524+ supported languages) maps to Gorgias Knowledge Base Articles. We extract article title, body content, locale tag, and category structure. Locale-specific articles are created as separate Gorgias KB articles tagged with the corresponding language. Sqanit article metadata (author, created date, last updated) migrates as article attributes. The hierarchical category structure from Sqanit maps to Gorgias KB categories. Articles without a clear Gorgias KB equivalent (e.g., device-specific guided workflows) are flagged for the customer's admin to rebuild as Gorgias macros or rule templates.

Sqanit Organizations own the Devices/Assets in their scope. We model this as a Gorgias Company record with the migrated Products (devices) linked via Gorgias's product-company relationship where available, or via a custom field owning_company_id__c on the Product. This preserves the manufacturer-to-product hierarchy that drives service contract and warranty lookups in Sqanit.

Sqanit's modular deployment (Service Management, Asset Management, CX Management modules) introduces customer-specific custom fields that do not have standard Gorgias equivalents. During discovery we catalog every active custom field in the customer's Sqanit configuration, classify each by object (Device, Ticket, End User, Organization), and create matching Gorgias custom fields before migration begins. Custom field types are mapped: text to text, date to date, checkbox to boolean, and picklist to dropdown. Custom fields that have no applicable Gorgias object are flagged in the migration inventory for the customer's admin to evaluate.

Sqanit's QR code scans create an interaction event that initiates the service journey. These events carry the scan timestamp, device context, and end-user identifier but have no direct Gorgias equivalent. We map scan events as Gorgias Ticket attributes (scan_timestamp__c, scan_channel__c) on the associated ticket, or as a Note attached to the ticket with the event details. This preserves the first-contact context that Sqanit uses for its first-scan resolution analytics without requiring a custom object in Gorgias.