Migrate from Suptask to Gorgias

Suptask Tickets map directly to Gorgias Tickets with Status, Priority, Description, and timestamp fields preserved. We resolve the Suptask Assignee (Slack user identity) to a Gorgias agent profile created during agent scoping. Tags map to Gorgias ticket tags as flat string values. Custom form fields require field-level mapping to Gorgias ticket attributes or custom ticket fields scoped to the destination environment. Suptask Free-plan customers should upgrade before migration to access full ticket history via the Export API.

Suptask's Organization field is a multi-purpose container used for departments, teams, or end-customer names. We map Organization values to Gorgias Customer records, performing a deduplication merge when multiple Suptask tickets reference the same Organization name or domain. Gorgias Customer records carry name, email, and external_id fields used for downstream e-commerce integration. The Organization-to-Customer semantic shift requires confirmation during scoping because Suptask Organization semantics vary by deployment.

Suptask Forms define field structures for ticket submission. Custom form fields map to Gorgias ticket attributes or custom ticket field configurations. We inspect each Suptask Form during scoping and produce a written attribute-mapping table showing which Gorgias field or attribute receives each form field value. Form-level submission routing (which Inbox a Form routes to) does not have a direct Gorgias analog and is documented for admin-level rebuild.

Suptask Agents are identified by Slack user membership in Responder channels. We capture the full Slack-user-to-ticket assignment graph during scoping and provision corresponding Gorgias agent profiles (name, email, role) before ticket import. Any Slack users who appear in Responder channels but were never intended as agents are flagged for removal before migration billing begins, since Suptask charges for every unique Slack user in a Responder channel within six hours of addition.

Suptask Inboxes group Responder channels and Forms, with automations and custom fields scoped per Inbox. Gorgias does not have an equivalent Inbox abstraction — all tickets flow into a unified inbox filtered by views, tags, and assignment rules. We document every Suptask Inbox configuration during scoping and map its automation rules and form associations to Gorgias Rule Engine rules and helpdesk settings for the admin to rebuild.

Suptask Tags are flat string values on tickets used for categorization. We preserve all tag values and their per-ticket associations during migration. Tags in Gorgias function identically as ticket-level labels for filtering and routing. Multi-tag ticket records produce multiple Gorgias tag entries on the mapped ticket.

Suptask Macros are templated responses for recurring ticket types. We export macro definitions (trigger conditions, body text, action steps) and map them to Gorgias Macro records, which serve the same templated-response function. Macro availability and trigger conditions are documented for the admin to verify post-migration since Gorgias Macro behavior has a different evaluation model.

Knowledge base articles migrate as Gorgias Help Center articles. We preserve article content, categorization, and internal/external visibility settings. Article URL structure and SEO metadata are documented separately for the admin to configure in Gorgias Help Center settings post-migration. Note that Gorgias Help Center supports one-level folder hierarchy, which may differ from the source article organization.

Custom fields extend the Suptask ticket schema per Form. We inspect each custom field definition (field type, required/optional, default value) during scoping and map to Gorgias custom ticket fields where type-compatible. Text, number, and date custom fields map directly; multi-select or checkbox fields map to Gorgias multi-select or boolean fields. Fields without a direct type equivalent are documented in the field-mapping table for admin review.

Suptask automation rules (trigger-based ticket assignment, status changes, and webhook events) are scoped per Inbox and gated behind the Custom plan tier. We export every rule definition including trigger, conditions, and actions and deliver a written inventory mapping each Suptask rule to a Gorgias Rule Engine equivalent. We do not create the rules in Gorgias — that is a separate rebuild engagement or admin task because Suptask's rule engine and Gorgias Rule Engine use different trigger models and action sets.

Suptask ticket attachments reference Slack-hosted files. We handle file re-hosting by downloading Slack-hosted attachments and uploading to Gorgias, or preserve Slack file URLs as external reference links if the customer prefers link-preservation over re-hosting. The approach is confirmed during scoping since Slack-hosted files may have access-control implications if Slack credentials change post-migration.

Suptask Reports mirror the Export API data structure. We map report metrics (ticket count, resolution time, agent workload) to Gorgias report equivalents where available. Suptask report configurations do not migrate as code; we deliver a written metric-mapping table showing which Gorgias report or analytics view corresponds to each Suptask report so the admin can rebuild reports post-migration.