Migrate from Supportbench to Gorgias

Supportbench Tickets export via Enterprise API with full message history, timestamps, assignee, SLA metadata, and email threading references. We map directly to Gorgias Ticket records, preserving subject, status, priority, channel origin, and message body. Attachments transfer as file references re-associated with the target Ticket. Supportbench ticket ID is preserved as an external_id field for audit and cross-reference.

Supportbench Customer records map to Gorgias Customer with name, email, phone, language, timezone, and custom fields. The customer's Supportbench health score migrates as a static numeric custom field (e.g., health_score__c) because Gorgias has no native health scoring equivalent. We map Supportbench tier and SLA policy assignments to Gorgias customer attributes where available.

Supportbench Agent records include role, team assignment, permissions, and personal View configurations. We map roles and team membership to Gorgias agent equivalents. Supportbench Enterprise unlimited custom roles may not map directly to Gorgias role model; we document the gap and recommend role equivalence configuration post-migration. Deleted or inactive Supportbench agents are mapped to a default Gorgias agent for ticket reassignment.

Supportbench maintains a separate internal Knowledge Base for agent-only articles with distinct visibility settings and category taxonomy. We run a dedicated export pass for internal KB articles, transfer article content, category hierarchy, and attachment references, then apply visibility flags in Gorgias to restrict to agent access. Internal KB category structure is mapped to Gorgias KB categories with internal visibility.

Supportbench customer-facing external KB is exported separately from the internal KB. Article content, category hierarchy, and attachment references transfer to Gorgias public-facing Knowledge Base articles with public visibility flags. The external KB category taxonomy is mapped to Gorgias category structure. Customers currently using Supportbench's external KB for self-service will need to configure Gorgias help center branding post-migration.

Supportbench Survey configuration and historical response data export separately. CSAT, NPS, and CES scores tied to closed tickets migrate as numeric values with associated ticket references. Survey widget configuration (branding, placement, trigger conditions) does not transfer; we document the existing configuration for manual re-implementation in Gorgias.

Supportbench tiered SLA policies with escalation stages, response targets, and resolution windows export as structured records. Gorgias SLA model differs structurally: Gorgias uses time-based SLA rules tied to ticket conditions rather than Supportbench's customer-tier-adaptive model. We document each Supportbench SLA policy (triggers, stages, targets, escalation paths) and provide a written mapping to Gorgias SLA rule equivalents for the customer's admin to configure in the destination.

Supportbench Views are saved filter configurations scoped to agents or teams, referencing field values, ownership, and status conditions. There is no documented export mechanism for View definitions. We capture View definitions during the audit phase as structured filter criteria, then reconstruct them as Gorgias saved filters or static queue views. This is a manual reconstruction step documented in the migration deliverables.

Supportbench Company records hold licensing, contract, and Salesforce-linked data. We export the Company object and link the associated Customer records in Gorgias. Supportbench's Salesforce linkage reference does not transfer; if the destination maintains a CRM connection, we document the linkage for re-establishment post-migration.

Supportbench custom fields on Tickets map to Gorgias custom fields. We perform field-level mapping against the destination schema, handling data type differences (date formats, dropdown values, multi-select). System fields are matched automatically per Gorgias documentation. Custom field mapping requires a schema audit phase before migration begins.

Supportbench custom fields on Customers map to Gorgias customer custom fields. Health score migrates as a numeric custom field; SLA tier assignment migrates as a text or picklist field. We handle data type conversion and validate against Gorgias custom field API constraints.

Supportbench file attachments on tickets are referenced by URL. We export the file content and re-associate it with the target Ticket record in Gorgias. Large file batches may require chunking. Inline images within ticket messages are handled as separate attachment passes with re-embedding in message bodies.

Supportbench free-form ticket tags export as a flat list. We re-apply tag values in Gorgias, deduplicating any naming conflicts. Tags used for categorization and reporting transfer directly; there is no tag taxonomy mapping required.