Migrate from Startly to Gorgias

Startly Tickets map directly to Gorgias Tickets. We preserve ticket subject, description, status, priority, assignee (mapped to Gorgias Agent), requester (mapped to Gorgias Customer), tags (from Startly categories), and full conversation thread. Startly's ITSM lifecycle states (open, pending, resolved, closed) map to Gorgias ticket status values. SLA response times from Startly are extracted as structured metadata and handed off as a reference document for manual reconfiguration in Gorgias team settings. Ticket ID is preserved as an external_id field for reconciliation.

Startly User records (name, email, role, department, team assignment) map to Gorgias Agents. We match by email as the dedupe key. Active Startly users import as active Gorgias agents with their role preserved as a custom field or permission group. Inactive or disabled Startly accounts are excluded from import to avoid inflating agent counts and creating orphaned tickets. Agent permission levels (admin, agent, viewer) map to Gorgias role equivalents.

Startly requesters associated with tickets map to Gorgias Customer records. We create one Customer per unique requester email, with name, email, phone, timezone, and language preserved. Any Startly user fields beyond email and name are stored as custom fields on the Gorgias Customer record using Gorgias's custom field API (String, Boolean, Date, Number types supported).

Startly Assets (hardware inventory, software licenses, IT equipment) have no direct Gorgias equivalent because Gorgias has no asset management or CMDB module. We resolve this by creating a dedicated customer record (or tagged existing customer) representing the asset entity, and populating asset metadata (name, type, status, assigned user, location) as custom fields and tags on that record. The assigned user reference is preserved as a tag linking to the Gorgias Customer or Agent record. This approach maintains asset context inside Gorgias without orphaning the data.

Startly CMDB entries (servers, network devices, software configurations, CI relationships) map to Gorgias Customer records with CI-specific custom fields and relationship tags. Each CI becomes a Customer record with fields for CI type, status, and parent CI. CI-to-CI relationships are stored as tags (e.g., hosted_on, depends_on) that reference the target CI's Customer record. This flattens the CMDB relationship graph into a tag-based model that Gorgias's tag filtering can query. CI-to-asset linkages are preserved as cross-referenced tags. Note that Gorgias cannot run CMDB queries or dependency graphs natively; this is a representational migration only.

Startly Projects (bundles of tasks, time entries, and budgets) map to Gorgias Tickets with a project tag applied. Project metadata (name, description, status, start date) migrates as ticket-level custom fields. Individual Startly tasks attach as child tickets linked via tag to the parent project ticket. Project budget and profitability fields from Startly have no Gorgias equivalent and are exported as a supplemental CSV rather than creating orphan fields. The customer reviews these budget values post-migration.

Startly standalone Tasks map to Gorgias Tickets with the task_status, assignee, and due date preserved as ticket custom fields and tags. Task priority maps to ticket priority. Completed status maps to Gorgias resolved status. Custom task properties that have no Gorgias equivalent are stored as ticket-level string or number custom fields.

Startly time entries (linked to tickets or projects) migrate as Note attachments on the corresponding Gorgias Ticket. Each time entry records the duration, linked user, date, and description. We link by resolving the Startly ticket ID (stored as external_id) to the migrated Gorgias ticket. Time entry IDs are not portable and are not recreated as standalone Gorgias records since Gorgias does not have a native time tracking object. The linked ticket reference is preserved so agents can read the time log in context.

Startly SLA policies (response time, resolution time, business hours, priority-to-SLA mappings) do not export as portable configuration objects. We extract the full SLA definition as a structured reference document listing each SLA name, its priority tier, response and resolution thresholds in hours, and business hours schedule. The customer uses this document to configure response expectations in Gorgias team settings post-migration. This is a documented handoff, not an automated import.

Startly KB articles migrate to Gorgias Help Center articles. Article title, body content, author, created date, and updated date transfer directly. Startly article categories map to Gorgias Help Center categories, though the category hierarchy may be shallower in Gorgias. Article-to-ticket-category relationships are extracted as tag metadata on the article record since Gorgias Help Center articles are not linked to tickets by category reference. Article-to-article internal links are preserved as full URLs; the customer updates them post-migration if the Help Center URL structure changes.

Startly Change Requests migrate to Gorgias Tickets with a change_request tag and custom fields for risk level, approval status, and affected CIs (resolved to tag references via the CMDB-to-customer resolution above). Approval workflows and risk matrices are not portable; we document the approval chain as a written inventory for the customer's admin to decide whether to recreate as Gorgias Rules or handle outside the platform. Change request linkage to CMDB CIs is preserved as tag references to the resolved Customer records representing those CIs.

Startly tags and labels used across tickets, projects, tasks, and assets migrate to Gorgias Tags. Tags used for ITSM categorization (incident, change, problem) map to Gorgias ticket tags. Tags used for asset classification map to the Customer records representing those assets. Tag-to-object relationships are preserved by applying the same tag values during the relevant object's migration. Duplicate tag values across objects are allowed in Gorgias and do not conflict.