Migrate from SupportSystem to Gorgias

SupportSystem Ticket records map directly to Gorgias Ticket. The source Ticket ID is preserved as an external ID (external_id field) in Gorgias for audit trail and cross-reference. We extract ticket status, priority, subject, creation date, last update date, assigned agent, and any custom field values from the CSV export. SupportSystem ticket thread content (message body, internal notes, public replies) is not included in the CSV export and requires separate extraction or manual handoff; we flag this gap explicitly during scoping.

SupportSystem Agents map to Gorgias Agents. Agent name, email, and role export from the Agent Panel as part of ticket header data or via User Information in Advanced Search. We resolve each SupportSystem agent by email match to the Gorgias destination agent. Departments assigned in SupportSystem map to Teams in Gorgias during migration. If a SupportSystem agent has no corresponding Gorgias agent at cutover, we hold the assignment in a default agent queue for the customer's admin to resolve.

SupportSystem End Users (the customers creating tickets via the Client Portal) map to Gorgias Customers. We extract User records filtered by User Information in Advanced Search or pull them from the ticket header export. Each User's name, email, phone, and language preference migrate to the corresponding Gorgias Customer fields. SupportSystem User timezone and address data migrate as Customer custom fields if the customer configures them in Gorgias before migration.

SupportSystem Organizations are a distinct object referenced on tickets. Gorgias does not have a separate Organization object; instead, organization context is stored as a property on the Customer record (via store_id or a linked integration). We merge each SupportSystem Organization into the corresponding Customer records that reference it, setting the organization name as a text field on each linked Customer. If the customer uses Gorgias's multi-store or brand configuration, we map the SupportSystem Organization to the appropriate Gorgias store or brand context.

SupportSystem Custom Fields configured per ticket map to Gorgias Custom Fields on Ticket. The Export Picker must be configured before the extraction run to include all custom field columns in the CSV output; we verify field presence in a sample export before processing the full dataset. Custom field data types from SupportSystem (text, number, boolean, dropdown) map to the corresponding Gorgias custom field type. Any custom fields not added to the Export Picker require a re-export with updated picker settings before we can migrate those values.

SupportSystem Custom Forms collect structured intake data at ticket creation. Form field values export as part of the ticket record when form fields are included in the CSV export. We map each form field to either a Gorgias standard ticket field (if the field matches) or a Gorgias custom ticket field. Form field ordering and required-status do not migrate; we deliver a written note identifying which form fields require manual recreation as ticket fields or attributes in Gorgias.

SupportSystem Custom Lists (reusable dropdown or radio option sets added to tickets or Help Topics) export as part of custom field data when form fields are included in the CSV export. We extract the list name and option values and map them to the corresponding Gorgias dropdown or radio custom field options. List-to-dropdown mapping requires the customer to configure the destination dropdown field in Gorgias before migration; we provide the full list of values during the schema design phase.

SupportSystem Help Topics drive ticket routing and can trigger specific Custom Forms. Help Topic assignment appears in ticket metadata. We preserve Help Topic-to-Department routing logic by mapping each Help Topic to a Gorgias Team (for routing) or a Tag (for classification). The customer chooses the strategy during scoping: Teams map to Gorgias Teams for direct agent routing, while Tags map to Gorgias Tags for filtering and reporting. We deliver a written Help Topic mapping table as part of the migration inventory.

SupportSystem Departments are used for ticket routing and agent assignment. Department names export as part of ticket header data. We map each SupportSystem Department to a Gorgias Team, assigning the corresponding agents to each team during migration. Teams in Gorgias control ticket routing, assignment rules, and team-level SLAs. If the customer uses multi-brand or multi-store configuration in Gorgias, we may map Departments to Brands or Stores instead of Teams, depending on the Gorgias plan.

SupportSystem stock and custom email templates exist per department and are configuration data rather than transactional records. We export template content as structured text from the Admin Panel. Gorgias uses Macros for templated responses and Rules for automated actions. We deliver a written inventory of SupportSystem email templates with their department context, variable placeholders, and recommended Gorgias Macro or Rule equivalent. Template migration is configuration documentation, not automated code transfer; the customer's admin rebuilds them in Gorgias.

SupportSystem Knowledge Base articles export from the Self-Service Portal. We extract article content, metadata, internal notes, and category assignments. Gorgias Help Center articles require HTML formatting for the body content. We map SupportSystem article categories to Gorgias Help Center categories or sections. Article publication status migrates as a draft state; the customer's admin publishes articles post-migration. Large knowledge base sets (500+ articles) extend the migration timeline because content reformatting adds QA time.

Tags applied to SupportSystem tickets appear in ticket metadata exports. We preserve the tag strings and map them to Gorgias Tags on the corresponding Tickets. Tag-to-category mapping may be required if the customer uses Gorgias Tags for classification and reporting. We extract all distinct tag values from the ticket dataset before migration and deliver a tag inventory with recommended Gorgias tag names. Tag spelling, casing, and duplicates from the source are preserved as-is unless the customer requests normalization during scoping.