Migrate from Sugar Serve to Gorgias

Sugar Serve Cases migrate to Gorgias Tickets as the primary support record. The case name and description map to ticket subject and body. Case priority (Low, Medium, High, Urgent) maps to Gorgias priority field. We resolve the Sugar Serve case-to-account linkage by looking up the Account record ID and matching it to the corresponding Gorgias Customer record by email or domain during import.

Sugar Serve Account records map to Gorgias Customer records. The Account name becomes the customer name, and the primary billing or shipping address maps to the customer address fields. We use email domain matching to identify duplicate customers across imports. The Sugar Serve service_level field (Tier 1, Tier 2, etc.) migrates as a custom field on the Gorgias Customer record.

Sugar Serve Contacts associated with Cases migrate to Gorgias Customer records. The Contact email becomes the primary customer identifier in Gorgias. If a Customer record already exists from the Account migration with a matching email, we link the ticket to the existing Customer rather than creating a duplicate. Custom Contact fields created in SugarCRM Studio migrate as custom fields on the Gorgias Customer.

Sugar Serve Lead records migrate to Gorgias Customer records with a 'Lead' tag applied for segmentation. Lead status lifecycle (New, Assigned, Converted, Lost) is preserved in a custom field on the Customer record. If the Lead was associated with an Account, we link the Customer to the Account's corresponding Customer record in Gorgias.

SugarBPM workflow definitions are configuration metadata, not data records. We export the full workflow package including trigger conditions, branching logic, field update actions, and email alerts. We deliver a written mapping of each SugarBPM workflow to its nearest Gorgias Rules or Macros equivalent, with specific trigger fields, conditions, and action sequences documented. Your admin rebuilds these in Gorgias post-migration.

Sugar Serve Notes attached to Cases migrate as internal messages on the corresponding Gorgias Ticket. Note author and timestamp are preserved. If the Note was marked as private in Sugar Serve, we flag it as an internal note in Gorgias rather than a customer-visible message.

Case attachments stored in Sugar's file repository migrate to Gorgias Ticket attachments. We extract file references from Sugar Serve CRM records, download the files, and re-attach them to the corresponding Gorgias Ticket using the Gorgias API. File type and original filename are preserved.

Sugar Serve Project records that are linked to Cases migrate as Tags on the corresponding Gorgias Tickets rather than as standalone Project objects (Gorgias does not have a native Projects module). Project name becomes the tag value. Project tasks and milestone dates migrate as internal notes on the primary linked Ticket.

Sugar Serve Bug records linked to Cases migrate as Tags on the corresponding Tickets. Bug status and priority fields migrate as custom fields on the Ticket. If a Bug record has no linked Case, it creates a new Ticket with a 'Bug' tag and the bug description as the ticket subject.

Sugar Serve custom modules created via Studio have unique database schemas that require per-instance field mapping. During scoping, we inspect all active custom modules and extract field definitions. Each custom module field maps to a corresponding custom field on the Gorgias object it relates to (Account, Contact, or Ticket). We do not create new object types in Gorgias; custom data lives as custom fields on the standard objects.

Attachments stored on Sugar Serve Accounts or Contacts migrate to the corresponding Gorgias Customer record as attached files. We resolve the parent record linkage during import using the Account or Contact email as the dedupe key.

The service_level field on Sugar Serve Accounts (Tier 1, Tier 2, etc.) is Sugar Serve-specific and used for SLA routing. We preserve this as a custom field on the Gorgias Customer record (service_tier__c). This field does not drive Gorgias SLA behavior natively but is available for reporting and manual routing by agents.

Portal-facing cases with portal-specific status flags (gated by Enterprise license on Sugar Serve) migrate as standard Gorgias Tickets. The portal-facing status is preserved as a custom field on the Ticket. If the destination Gorgias plan includes help center access, the customer-facing case visibility can be replicated via Gorgias help center articles and ticket status pages.