Migrate from SysAid to Gorgias

SysAid Service Records map to Gorgias Tickets. The SysAid subject field becomes the Gorgias ticket subject, and status (Open, Pending, Resolved, Closed) maps to Gorgias status values. We map priority (low, medium, high, urgent) directly, and map the SysAid assignee (agent) to the Gorgias assignee field. Requester maps to the Gorgias customer field using email as the dedupe key. Impact and urgency values from SysAid are preserved as custom ticket fields in Gorgias because Gorgias does not have native impact/urgency fields. Multi-level category (primary, secondary, third-level) maps to Gorgias Tags and a primary category custom field.

SysAid attachments (files linked to service records, including those from comments and notes) are extracted and re-linked to the corresponding Gorgias ticket as file attachments. Attachment names are added to the ticket body for context where the destination platform requires a text anchor. We preserve the attachment storage size context and flag any attachments exceeding Gorgias's file size limits before migration.

SysAid Notes attached to Service Records migrate as Gorgias ticket messages. We preserve note visibility: public notes become customer-visible messages, internal notes become agent-only private messages. Note body content (rich text) migrates as-is, and note creation timestamps are preserved as message timestamps on the Gorgias ticket.

SysAid agents map to Gorgias agents by email match. Role assignments (admin, agent, end user) map to Gorgias permission levels. SysAid permission logic tied to roles is platform-specific and must be rebuilt in Gorgias's agent permission settings; we document the original role-to-permission mapping during discovery for the admin to reference.

SysAid end users and requesters map to Gorgias Customers. Contact fields (name, email, phone) migrate directly. If the SysAid account uses multi-company segmentation, we map company associations to a custom customer field or tag in Gorgias since Gorgias does not have a native multi-company segmentation object equivalent to SysAid Companies.

SysAid Companies represent organizational entities that users and assets belong to. Gorgias does not have a native Accounts or Companies object; customers are stored at the individual level. We map SysAid company name and associations to a custom customer field (e.g., company_name__c) and use Tags for segmentation. Multi-company data segregation in SysAid does not have a direct Gorgias equivalent; the customer should evaluate whether Tags are sufficient for their segmentation needs.

SysAid Assets (Configuration Items, catalog items, agent inventory) have no native equivalent in Gorgias. We extract asset type, status, assigned user, and relationship data and store it as custom ticket fields or as a separate customer attribute that agents can reference manually. For organizations that rely on asset tracking as a core workflow, we flag this limitation and recommend a separate asset management tool post-migration or evaluate Gorgias's third-party integrations.

SysAid Tasks are sub-items that can be associated with Service Records, Projects, or other entities. Tasks with title, status, assignees, due dates, and a parent Service Record migrate as separate Gorgias tickets linked by a custom field (parent_service_record__c) or as sub-tickets if the Gorgias plan supports them. Tasks without a parent Service Record are flagged for manual review and recreated as standalone tickets.

SysAid Projects are standalone containers for tasks and milestones with custom fields. Gorgias has no native project object. We map project name to a Tag or a custom ticket field (project_name__c), and migrate contained tasks as described above. Project-level custom fields require individual field creation in Gorgias before migration. If the project has a significant number of associated tasks, we scope this as a separate workstream.

SysAid supports up to 200 custom fields per Service Record entity. We extract custom field definitions (field caption, DB field name, field type) via the SysAid API and map them to Gorgias custom ticket fields. Field types are converted: single-select maps to Gorgias dropdown, multi-select maps to text (since Gorgias does not support native multi-select on tickets), date maps to date, number maps to number. Text and long-text fields migrate directly. Custom field definitions are created in Gorgias before data migration begins.

SysAid custom fields on Asset records are extracted and mapped to Gorgias custom ticket fields or customer attributes depending on whether the field relates to the asset or to the asset's associated user. Fields that reference CI relationships are stored as text fields in Gorgias since no native CI link exists.

SysAid KB articles are referenced content objects with titles, body content, categories, and associations to service records. We extract article titles, body content, and category assignments. Formatting and embedded media are preserved where possible; HTML content is cleaned before insertion into Gorgias's Help Center. KB article-to-ticket associations are not automatically migrated and must be manually re-linked by the customer's admin in Gorgias.

SysAid Action Items are lightweight checklist or task-type objects with title, status, assignees, and parent references. They migrate as standalone Gorgias tickets or as messages within the parent ticket, depending on whether the Action Item has a parent Service Record. Custom triggers associated with Action Items do not migrate since they are platform-specific.