Migrate from SympoQ to Gorgias

SympoQ Tickets map to Gorgias Tickets with subject, status, priority, assignee, and conversation threads preserved. Each SympoQ email-to-ticket message becomes a Gorgias message entry in the ticket conversation. We resolve the assignee from SympoQ's agent-user record to a Gorgias agent by email match. Custom properties on SympoQ Tickets map to Gorgias custom fields; string, boolean, date, and number field types are supported. Note that SympoQ attachment references are stored as URLs pointing to SympoQ-hosted files; we migrate the attachment metadata but the files themselves remain on SympoQ unless downloaded separately before account closure.

SympoQ Agent records (Users endpoint) map to Gorgias Agents. We extract name, email, role (Admin or Agent), and queue assignments. In Gorgias, Agents belong to Teams; we map SympoQ queue membership to the closest Gorgias Team or create one per SympoQ queue during migration. Agents with Admin role in SympoQ map to Gorgias Agents with admin-level permissions.

SympoQ Customers map to Gorgias Customers with name, email, phone, language, and timezone preserved. Note that bulk customer import in Gorgias is a Standard-tier feature on higher plans; we verify the destination plan includes bulk import access before running the customer phase. Custom fields on SympoQ customers map to Gorgias custom fields by type and name. If the destination plan does not support bulk import, we write customers via the REST API at record level.

SympoQ queues are workspaces scoped to departments or teams. Each SympoQ queue maps to a Gorgias Team, and agents are assigned to the Team corresponding to the queue where they held access in SympoQ. If multiple SympoQ queues need to collapse into a single Gorgias Team (because the customer wants consolidated routing), we apply a mapping table during scoping. Queue-level access control is preserved as Team membership in Gorgias.

SympoQ forms define how customers submit tickets. We export form field definitions, optional/mandatory status, and conditional logic via the Settings API. In Gorgias, submission forms are part of the Help Center widget configuration. Conditional logic and field-level routing do not migrate automatically; we document the source form structure and map it to the Gorgias Help Center form builder as a configuration guide for the customer's admin to rebuild. Plain form field definitions with no conditional logic map more directly.

SympoQ Knowledgebase articles export to CSV natively. We map article title, body, category, and metadata into Gorgias Help Center articles and categories. The SympoQ CSV export may strip rich formatting (bold, links, embedded images) from article bodies, so we inspect the exported CSV during data profiling and flag any articles where formatting loss is material. Affected articles are noted for manual post-migration review or alternative export. Article category hierarchy from SympoQ maps to Gorgias Help Center category structure.

SympoQ Workflow Rules (triggers, conditions, and actions defined in Settings) are exported as a written inventory with trigger event, condition logic, and action list documented per rule. Gorgias Rules fire on ticket events (created, updated, channel matched) and Automations fire on time-based schedules, similar to SympoQ's scheduled actions. However, the migration payload does not transfer rules as code. We deliver a rule-by-rule mapping document that the customer's Gorgias admin uses to configure equivalent Rules in Gorgias. Conditions and actions that have no direct Gorgias equivalent are flagged for redesign.

SympoQ email templates (subject, body, variable placeholders) export via the Settings API. In Gorgias, templates are Macros—agent-executed shortcuts that insert pre-written reply text. We map template names and body content, but rich formatting, conditional logic, and side-effect actions (auto-assign, auto-tag) do not transfer automatically. Macros that only insert text are straightforward to rebuild; macros with field mutations or conditional content require a Gorgias admin to configure and test.

SympoQ's web widget configuration—including domain mapping, portal labeling, and blank-label options—is a Settings-level export. We document the widget settings including any domain whitelist, display rules, and default language. In Gorgias, the Help Center widget is configured in the platform settings under Help Center > Widget. We provide a written handoff document mapping each SympoQ widget setting to its Gorgias equivalent.

SympoQ analytics reports, ticket summaries, and billable time records are generated on demand and are not accessible via API. We cannot migrate historical report data programmatically. We document what reports were in active use in SympoQ and map them to the closest Gorgias report equivalents (Support Performance Statistics, Live Statistics, Satisfaction Survey results). The customer rebuilds historical report data manually or exports SympoQ reports as PDF before account closure.

SympoQ ticket tags map directly to Gorgias Ticket Tags. Tags used for categorization, routing, and prioritization migrate as label-only values; any tag-triggered logic in SympoQ Workflow Rules is captured in the rule inventory and flagged for manual rebuild in Gorgias Rules.

SympoQ account-level settings—timezone, language, inbox routing rules, SLA targets, notification preferences—export via the Settings API. We provide a written configuration inventory covering each setting category. Gorgias account settings are configured manually through the platform UI; there is no bulk settings import. The inventory document serves as the admin's checklist for rebuilding account preferences in Gorgias.