Migrate from Support.ly by 500apps to Gorgias

Support.ly Tickets map directly to Gorgias Tickets using ticket ID, subject, status, priority, channel source, and created/updated timestamps. The source channel (email, chat, social) maps to Gorgias channel metadata. We flag any custom ticket fields discovered during discovery for field-level mapping against Gorgias custom field schema (String, Boolean, Date, Number types documented at https://developers.gorgias.com/reference/list-custom-fields).

Support.ly Customer records map to Gorgias Customer with name, email, phone, language, timezone, and note preserved. The customer's ticket history links through the migrated ticket associations. Any missing optional fields receive defaults based on Gorgias field requirements. Custom fields on Customer objects are mapped during discovery scoping.

Support.ly Companies map to Gorgias Customers with organization-level attributes (company name, domain, address). Multiple Customer contacts can be linked to a single Organization in Gorgias. We preserve the Contact-to-Company linking structure by setting the organization reference on each migrated Customer record.

Support.ly Agent profiles map to Gorgias Users. We resolve agents by email match and map team membership to Gorgias Teams. Agent-level assignment rules are preserved as Gorgias User settings. Agents without matching emails in the destination are held in a reconciliation queue for the customer's admin to provision before ticket import.

Support.ly Teams map to Gorgias Teams with agent membership reconstructed via the User mapping. Team-level routing configurations are documented in the automation handoff inventory for admin rebuild in Gorgias Rules. We flag any team-specific SLA configurations requiring manual reconfiguration in Gorgias.

Support.ly conversation threads attach to Tickets as message history. We map the full message chain to Gorgias Tickets, preserving timestamps, sender identity (agent or customer), and HTML/text formatting. Internal notes and public replies are separated by message type during import. We flag any HTML complexity that may not render identically in Gorgias.

Support.ly Tags migrate as string arrays to Gorgias Tags. The full tag vocabulary is preserved so existing filter and segment logic transfers intact. We map tags on both Tickets and Knowledge Base articles. Tag renaming strategy is documented during discovery if the customer wants to consolidate or standardize tag naming before migration.

Support.ly KB Articles map to Gorgias Help Center articles with title, body content, category assignment, and publication status. We normalize HTML content and handle image embedding. Publication status (draft, published, archived) transfers to Gorgias visibility settings. Articles without categories receive a default category for admin review.

Support.ly KB Categories map to Gorgias Help Center Categories with category name and article ordering preserved. We reconstruct the category hierarchy and map articles to their target categories during import. Any naming differences are documented for admin review in Gorgias.

File attachments on tickets and KB articles are downloaded from Support.ly and re-uploaded to Gorgias with original filenames preserved. We flag any size or format restrictions in the Gorgias schema. Attachment ordering within ticket threads is preserved by matching the original sort order during import.

Custom fields on Tickets and Customers require discovery scoping because Support.ly does not publish field type documentation. We ask the customer to export a sample record or share a screenshot of the custom field configuration during discovery, then build the field map against Gorgias custom field schema (String, Boolean, Date, Number types). Custom fields are created in Gorgias before ticket import begins.

Support.ly incident management flags and escalation metadata map to Gorgias Ticket Priority values and SLA configuration. We preserve escalation flags as Gorgias priority levels (low, medium, high, urgent) and document any SLA-specific metadata in the automation handoff inventory for admin rebuild in Gorgias SLAs.

Survey and feedback data attached to tickets maps to Gorgias CSAT survey responses or embedded custom fields depending on the customer's reporting requirements. We flag whether the destination plan includes native Gorgias CSAT features. If not, response text and scoring are preserved as custom fields on the ticket.