Migrate from Support.com Cloud to Gorgias

Support.com Cloud Tickets map to Gorgias Tickets with status, priority, category, and timestamps preserved. The Support.com ticket ID is stored in a custom external_id field for reconciliation. Custom ticket fields are discovered during scoping, typed in Gorgias as string, number, boolean, or date custom fields, and then mapped by name during import. Any Support.com ticket fields that have no Gorgias equivalent are flagged in the scoping report for the customer's admin to handle post-migration.

Support.com Cloud Customer records map to Gorgias Customer with primary contact details, email, phone, language, and timezone preserved. Device information from Support.com Cloud maps to Gorgias customer attributes or a custom field if the customer uses device-linked support workflows. Customer type and external identifiers are preserved for cross-reference.

Support.com Cloud Agent profiles map to Gorgias Agents with name, email, and role preserved. Team assignments in Support.com Cloud map to Gorgias team configuration. Active and inactive agent status is preserved; inactive agents are migrated with their status flag so the customer can reassign tickets before activating the account. Role-based access controls may not map 1:1 since Gorgias permission granularity differs from Support.com Cloud role definitions.

Support.com Cloud Macro content exports as canned response text and trigger logic. We transfer the macro body, variable placeholders, and trigger conditions. In Gorgias, macros are recreated as Templates or Rules using the exported content. Trigger logic requires manual reconstruction in Gorgias rule builder because macro portability is content-only; the customer's admin rebuilds the automation logic from a written inventory we deliver during handoff.

Ticket attachments stored in Support.com Cloud's legacy file system are batch-transferred to Gorgias. We normalize filenames to UTF-8 encoding and strip special characters that may conflict with Gorgias object storage. Attachments exceeding Gorgias file size limits are flagged for manual handling. Re-association to the correct ticket record uses the Support.com ticket ID cross-reference stored in the Gorgias ticket external_id field.

If the Support.com Cloud instance uses a separate Company object for B2B accounts, we map it to a Gorgias Customer record with the organization flag set. Not all Support.com Cloud instances have this object enabled; we confirm the presence during discovery scoping and only include the mapping if the object exists in the source instance.

Support.com Cloud custom field schema is per-instance with no public registry. We enumerate the live field inventory during the discovery visit by logging into the customer instance and recording each field name, type, and options. We then configure matching custom fields in Gorgias via the API before migration begins. This discovery step adds one to two days to the project timeline and must be completed before the field mapping document is finalized.

Tags applied to Support.com Cloud tickets export as labels and are applied as Tags in Gorgias. Tag naming conventions may conflict with existing Gorgias tag names; we prefix source-system tags with a short identifier to avoid collisions during import. The customer can rename or merge tags post-migration in Gorgias settings.

Status transition history in Support.com Cloud is preserved as Gorgias Ticket events or notes with timestamps. Each status change is recorded with the acting agent and timestamp, providing the same audit trail for ticket lifecycle that agents rely on for escalation reviews. If Support.com Cloud stores status history in a separate table, we extract it alongside the main ticket export.

Support.com Cloud workflows do not migrate as executable code. We deliver a written inventory of every active workflow with its trigger conditions, actions, and sequence. The customer's admin rebuilds these as Gorgias Rules using the exported trigger logic as reference. We do not automate workflow recreation because the two platforms have fundamentally different rule execution models.

If the Support.com Cloud instance includes a knowledge base or FAQ repository, we export articles as HTML or Markdown content and deliver them for manual import into Gorgias Help Center. Knowledge base structure (categories, sections) is mapped to Gorgias article sections and collections. This is a manual-rebuild item because the content must be formatted for Gorgias Help Center templates.

Support.com Cloud reporting configurations and saved report definitions do not migrate. We deliver a written report inventory listing every saved report, its filters, and the fields it references. The customer's admin recreates these in Gorgias Analytics or connects Gorgias to a BI tool (Metabase, Looker, or native Gorgias reporting) post-migration.