Migrate from Sunrise ITSM to Gorgias

Sunrise ITSM Incidents map directly to Gorgias Tickets. The Incident priority (P1-P4), category, assignee, and description fields map to equivalent Gorgias Ticket fields. Custom Incident properties discovered during schema audit migrate as Ticket-level custom fields. Resolution notes and closed-at timestamps preserve as Ticket messages. Incidents with linked Knowledge Articles carry the article URL as a Ticket tag for manual re-linkage since Gorgias KB articles are separate objects with different IDs.

Service Requests map to Gorgias Tickets with a request_type tag or custom field set to 'Service Request' to preserve the ITSM classification. Requestor information, fulfiller assignment, and approval chain status migrate as custom Ticket fields. Linked Knowledge Article references carry forward as tags. Approval status from Sunrise (pending, approved, rejected) becomes a custom picklist field in Gorgias since the native Ticket object has no approval state.

Sunrise ITSM Change records do not have a native Gorgias equivalent. We map Change ticket data (risk level, approval status, Change calendar date, related CI references) into custom fields on the closest related Ticket or into a Gorgias Note attached to the relevant record. The customer documents Change management gaps post-migration. We flag all Change records during discovery and deliver a written Change management gap report listing every Sunrise Change that needs a replacement tracking method in Gorgias.

Sunrise ITSM Configuration Items do not map to a native Gorgias object. Gorgias has no asset registry or CI relationship model. We map CIs to Customer records if the CI represents a customer-owned product (for e-commerce contexts) or to a structured Note with custom fields (asset_tag, serial_number, warranty_expiry, location) if the CI represents internal infrastructure. The customer decides which CI migration strategy applies during scoping.

Sunrise ITSM KB Articles migrate to Gorgias Help Center articles. We extract the HTML body from Sunrise's customrichtext format, restructure it for Gorgias's article format, and map categories to Gorgias folder hierarchy. Article status (published, draft, archived) migrates as article visibility settings. Sunrise articles linked to Incidents or Service Requests carry the article ID as a tag on the migrated Ticket so agents can manually re-link at the knowledge base level.

Sunrise ITSM User and Agent records map to Gorgias Users. We match by email address as the dedupe key. Role assignments (agent, admin, supervisor) map to Gorgias permission groups. Team memberships map to Gorgias Teams. Any Sunrise AD synchronisation identity preserves in a custom field for SSO continuity. Agents without email addresses require manual Gorigas account provisioning before migration.

Sunrise ITSM Teams map directly to Gorgias Teams. We preserve team membership order and escalation hierarchy as team-level settings in Gorgias. Team routing rules from Sunrise map to Gorgias Views if the routing logic is channel-based; complex SLA-driven routing may require manual reconfiguration post-migration.

Sunrise ITSM Service Catalog items with embedded workflows do not migrate as Gorgias Macros because the two concepts are structurally different. Sunrise catalog items represent multi-step service offerings with approval matrices; Gorgias Macros are canned response templates with single-step actions. We extract catalog item definitions and deliver a written catalog gap report listing every Sunrise catalog item and whether an equivalent Gorgias Macro, Help Center article, or manual process covers it.

Sunrise ITSM ITBM training records have no Gorgias equivalent. Training course names, delegate attendance lists, and effective dates migrate as structured data in a custom field on the Gorgias User record or in a supplementary CSV reference table. The effective-date semantics from Sunrise (skill earned date and expiry date) flatten into a static skill list with the effective date stored as a custom property. The customer documents whether Gorgias's user profile fields or a third-party LMS integration covers the training management need.

Skills linked to Sunrise ITSM agents migrate to custom user fields in Gorgias. Expired certifications are flagged with a status and expiry date in a custom field for customer review. Skills-based routing from Sunrise does not have a native Gorgias equivalent; we document the routing logic in the automation gap report for manual rebuild as Gorgias Rules if required.

Sunrise ITSM custom modules have no Gorgias equivalent because Gorgias does not support custom objects. Each custom module's fields audit during discovery, and we determine whether the data maps to Ticket custom fields (for request-context data) or Customer custom fields (for entity-context data). Highly complex custom modules with relational dependencies may require a separate lookup table or manual reference documentation since Gorgias cannot model many-to-many relationships natively. This is one of the highest-scope items in Sunrise-to-Gorgias migrations.

Sunrise ITSM attachments store file path references rather than inline binary data. We resolve each file path reference, download the file from the source storage location, and re-attach to the equivalent migrated Ticket in Gorgias. If the source file server has been decommissioned before migration completes, the attachment becomes unrecoverable; we flag this risk during discovery and require written confirmation of storage availability before attachment migration begins. Attachments linked to Change records attach to the closest related Ticket or Note per the Change mapping decision.