Migrate from SYDLE ONE to Gorgias

SYDLE ONE Contact records map to Gorgias Customer. The Contact's primary email becomes the Customer email field (used as the dedupe key during import). Phone, first_name, last_name, and any custom properties migrate as Customer attributes. We preserve the SYDLE ONE contact_id as a custom field sydle_contact_id__c on the Customer record for audit and reconciliation.

SYDLE ONE Account records merge into the Gorgias Customer record using the Account's primary contact email as the dedupe anchor. If an Account has no linked Contact, we create a Customer from the Account name and domain. The Account-Contact relationship is preserved as a note on the Customer record because Gorgias has no separate Account object. Multiple Accounts sharing the same email domain are consolidated into a single Customer during the merge.

SYDLE ONE Service Desk Tickets map 1:1 to Gorgias Tickets. The ticket subject becomes the Ticket subject, the ticket body or thread content becomes the Ticket messages array, and the SYDLE ONE status field maps to a Gorgias Ticket status value (open, pending, solved, closed). Priority maps from SYDLE ONE priority to Gorgias priority. We explicitly map source system status values because SYDLE ONE customizes ticket statuses per implementation, and we build a status translation table during scoping before any data moves.

SYDLE ONE Ticket threads containing agent and customer messages map to the Gorgias Ticket messages array. Each message in the thread becomes a separate message record attached to the migrated Ticket, with sender type (agent vs customer) preserved. Message timestamps map to the Gorgias created_at field for timeline ordering.

File attachments on Tickets, Contacts, or Accounts export as standalone files and re-attach to the migrated Customer or Ticket in Gorgias via the API attachment endpoint. We write a mapping table during extraction that links each file's SYDLE ONE parent object ID and type to the migrated Gorgias record ID so that the relationship is restored at import time. Files without a resolvable parent in the migration scope are flagged for manual review.

SYDLE ONE Tags applied to Contacts, Accounts, or Tickets migrate to Gorgias Tags. Tag names with special characters or spaces are normalized to Gorgias-compatible slug format during the transform step. Tags applied across multiple object types in SYDLE ONE may need to be split if the customer wants per-object tag scopes in Gorgias, which we validate during scoping.

SYDLE ONE BPMN process definitions have no Gorgias equivalent. Gorgias is a helpdesk, not a business process management platform, and has no workflow engine, BPMN editor, or process execution log. We export process definitions as structured JSON for the customer's documentation and deliver a written inventory listing each process, its trigger conditions, form fields, and approval steps. The customer's process owner evaluates which processes warrant a rebuild in a dedicated BPM tool (Camunda, Nintex, or the native SYDLE ONE BPM engine retained separately) versus retirement.

SYBOX HR Recruitment (Candidates, Job Openings, Application statuses) is a Planet/Star-gated module with no Gorgias equivalent. We export the records as JSON for the customer's HR team to migrate into a dedicated ATS (Greenhouse, Lever, Workday Recruiting) if needed. Candidate email addresses migrate as Customer records in Gorgias if they have open support tickets, but HR-specific fields (application stage, interview score, job opening) have no destination in Gorgias.

SYBOX Agile Project Management (Projects, Sprints, Tasks, Velocity metrics) is a Planet/Star-gated module. Sprint velocity, burndown history, and project-level capacity data have no Gorgias equivalent. We export sprint and task records as JSON and deliver a written project inventory. Tasks linked to customer records may be migrated as Notes attached to the corresponding Customer if the customer wants to preserve the project context in the helpdesk.

SYDLE ONE Service Portal page configurations and routing rules reference ticket IDs and contact IDs. Because Gorgias has a separate customer-facing portal product (Gorgias Help Center), the portal page structures do not migrate. We deliver a written inventory of active portal pages, routing rules, and SLA configurations as JSON exports for the customer's admin to rebuild in the Gorgias Help Center or a separate CMS.

SYDLE ONE Chatbot flows built for WhatsApp, Facebook, and Telegram are stored as process-like JSON structures. Gorgias has its own chatbot product (Gorgias Chatbot) but it is a separate configuration not migrated from SYDLE ONE. We export the chatbot flow logic as JSON and deliver it as a written inventory so the customer's admin can evaluate which intents and flows to rebuild in Gorgias Chatbot or retain in a dedicated chatbot platform.

SYBOX Billing records (Contracts, Orders, Payment history) are Star-tier-only and have no Gorgias equivalent. Gorgias does not handle billing or order management. We export billing records as JSON for the customer's finance team to migrate into an ERP or billing platform. Payment method details are excluded from the export due to PCI sensitivity unless the customer explicitly requests it under a separate security-scoped engagement.

SYDLE ONE custom objects (API names specific to each tenant) migrate to Gorgias custom objects if the customer has a Gorgias Enterprise plan that supports custom object schemas. We pre-create the destination schema via the Gorgias API before importing data, including all custom fields, picklist values, and relationship fields. Custom object records that reference Tickets or Customers migrate with updated lookups pointing to the migrated Gorgias IDs.

SYDLE ONE dashboard and KPI indicator definitions reference specific object fields and record IDs. We export the dashboard JSON structure separately from the underlying data. Any metric that depends on migrated records will reference stale IDs post-migration. We deliver a written dashboard inventory identifying which visualizations need to be rebuilt in Gorgias Reports or a third-party BI tool.