Migrate from SupportBee to Gorgias

SupportBee Tickets map directly to Gorgias Tickets. The threaded email conversation migrates as a series of Message records in Gorgias ordered by timestamp. SupportBee's Unanswered/Answered status maps to Gorgias's Open and Pending status respectively. We preserve the original ticket ID as an external ID field in Gorgias for audit trails. Internal Notes from SupportBee (visible only to agents) migrate as private internal Messages in Gorgias with the same visibility constraint.

SupportBee Customer profiles (email, name, organization, and custom fields) map to Gorgias Customer records. Organization associations migrate as the customer's company name in Gorgias. Custom fields migrate as typed Gorgias Customer fields if the destination tier supports them; otherwise they are documented as a post-migration field creation checklist. We use email as the dedupe key during import to prevent duplicate customer records.

SupportBee Agents map to Gorgias Users. We resolve by email match against the destination User table. Agent roles (Admin, Agent) map to Gorgias Permission Group assignments. Any SupportBee Agent without a matching Gorgias User goes to a reconciliation queue for the customer's admin to provision before record import resumes.

SupportBee Teams migrate to Gorgias Teams. We preserve the team-to-agent assignment mapping from SupportBee and recreate it in Gorgias during user provisioning. If the destination Gorgias plan does not support team structure, we map team assignments as Agent-level tags for routing accountability.

SupportBee Labels are flat key-value tags on Tickets. We translate them directly to Gorgias Tags, preserving the label name and the count of tickets per label as a reference. Since Gorgias tags are flat and do not support hierarchy, folder-organized SupportBee labels are flattened during migration. We deliver a mapping table showing every label and its tag equivalent so the customer can reorganize if needed.

SupportBee Snippets (templated agent responses organized in folder hierarchies) map to Gorgias Macros. HTML formatting is preserved. SupportBee folder hierarchy cannot be reproduced in Gorgias Macros (which are flat in most tiers), so we deliver a snippet-folder-to-tag mapping document that the customer's admin can use to organize Macros with tags post-import. Folder names become tag prefixes on the corresponding macros.

SupportBee KB articles migrate to Gorgias Help Center articles. Article title, body content, and publication status (published or draft) transfer directly. Category assignments from SupportBee map to Gorgias article categories. Note that SupportBee's KBee article-to-ticket linking (agents inserting article URLs directly into ticket replies) becomes dead URLs at the destination; we document every SupportBee ticket that references a KB article URL so the customer can re-link relevant content manually after migration.

SupportBee CSAT ratings attached to tickets migrate as Gorgias CSAT rating records linked to the corresponding ticket. We preserve the rating score and the ticket reference. SupportBee's rating metadata (rating timestamp, customer who rated) migrates as custom fields on the Gorgias ticket. If the destination Gorgias plan does not have a CSAT module, we store ratings in a custom field and deliver a plan upgrade recommendation.

SupportBee Filters are saved ticket view configurations (criteria-based queues). We document every Filter's criteria (field, operator, value) during export as a structured JSON mapping. Since Gorgias Saved Views use a different filter architecture, we cannot migrate Filters as code. We deliver a filter rebuild guide mapping each SupportBee filter to its Gorgias Saved View equivalent so the customer's admin can recreate them in under five minutes each.

File attachments on SupportBee tickets and KB articles are downloaded from the source platform and re-uploaded to Gorgias as ticket attachments. We preserve original filenames and the attachment's position within the conversation thread. Large attachment volumes (over 5 GB total) may extend migration timeline due to re-upload throughput and Gorgias attachment size limits (25 MB per file). We flag this during scoping if applicable.

SupportBee Business Hours configurations (available on Enterprise plan) migrate to Gorgias Business Hours. We export the schedule and calendar configuration from SupportBee and recreate it in Gorgias's Business Hours settings. This mapping applies only for SupportBee Enterprise accounts; Startup-plan accounts do not have Business Hours configured.

SupportBee integrations (Slack, GitHub, Asana, and other OAuth-connected tools) cannot be transferred to Gorgias because they use platform-specific OAuth tokens and webhook URLs. We flag every active integration with its type, webhook endpoint, and reconnect instructions so the customer's admin can re-authorize each integration in Gorgias. This is a documentation deliverable, not a data migration action.