Migrate from TeamDynamix IT Service Management to Gorgias

TeamDynamix Tickets map to Gorgias Tickets with status, priority, assignee, requester, and description fields transferred directly. TeamDynamix ticket ID is preserved in a custom field td_ticket_id__c for reconciliation. Custom Attributes (choice fields, user references, date fields) migrate as typed ticket fields. Note that TeamDynamix resolution notes and internal comments map to Gorgias ticket messages with a visibility flag distinguishing public reply from internal note.

TeamDynamix Ticket Forms define which fields appear during ticket creation and link to a Ticket Workflow. Gorgias Macros define a canned response with placeholder variables and optional ticket field updates. We map each Ticket Form to a Macro or set of Macros, with the form's field structure preserved as a written reference for the customer's admin to configure the macro's placeholder fields. Form-workflow linkage does not have a Gorgias equivalent and is documented for manual reconstruction as a Rule trigger.

TeamDynamix Ticket Workflows are state machines defining routing, escalation, and status transitions. Gorgias Rules trigger on events (new ticket, status change, tag added) and can update fields, assign agents, or send auto-replies. We map each TeamDynamix workflow stage to a Gorgias Rule trigger condition, document the mapping, and deliver it as a written inventory. The customer's admin rebuilds the automation logic in Gorgias Rules because the execution models differ structurally.

TeamDynamix KB articles export as HTML content with metadata including author, created date, last modified, and view count. We extract articles as structured HTML, reformat for Gorgias Help Center article format, and import with category assignments. Deep article-to-service linkages (articles linked to Service Catalog entries) map to Gorgias article-to-ticket association via a custom field or tag. Content reformatting is included in migration scope; manual review of 10-15 percent of articles for formatting fidelity is expected.

TeamDynamix KB categories form a hierarchical tree. Gorgias Help Center uses a flat topic structure with one folder level. We map the top-level TeamDynamix category to a Gorgias Topic, and map child categories as sub-topics or as category labels within articles. If the source has more than three levels of nesting, we document the hierarchy as a written map and recommend a flattening strategy to fit Gorgias's single-level structure.

TeamDynamix Services represent published offerings in the self-service portal, each linked to a Ticket Form, request workflow, and associated KB articles. Gorgias does not have a Service Catalog equivalent. We map Services to a combination of Tags (for categorization), a custom ticket field (service_category__c), and a written service-to-tag mapping document that the customer's admin applies to existing tickets and configures as Rule triggers for new submissions.

TeamDynamix Custom Attributes (text, number, choice, date, user reference) attach to Tickets and Services. We map each attribute to a Gorgias ticket field of matching type. Choice-type attributes require explicit recreation of option lists in Gorgias. User-reference attributes (linking to a TeamDynamix user or group) map to a text field holding the user name or email if a direct Gorgias agent lookup is not available.

TeamDynamix Users and Agents map to Gorgias Users by email address. Role assignments (Agent, Admin, Requester) map to Gorgias permission groups. Group memberships from TeamDynamix are preserved in a custom field or tag in Gorgias. Passwords and SSO tokens cannot be migrated; agents receive Gorgias onboarding invitations during the cutover phase. Users with a Requester role only in TeamDynamix become Customers in Gorgias.

TeamDynamix Assets and Configuration Items (hardware, software, CIs) have no direct Gorgias equivalent. We map asset records to Gorgias customer (requester) attributes as custom text fields, or we deliver a written asset inventory as a CSV export for the customer's records. If the destination is a hybrid ITSM-plus-support environment, we can map CIs to a separate asset management tool and link by customer email.

TeamDynamix PPM project records, time tracking entries, and governance statuses have no Gorgias equivalent. We deliver a written project inventory as a structured export (project name, description, status, assignees, dates) for the customer's records. If the customer maintains a separate project management tool, we provide a CSV that can be imported there. No project data migrates into Gorgias.

TeamDynamix Tags are flat label fields attachable to Tickets and other objects. They map directly to Gorgias Tags. Tag vocabulary transfers as-is, and we verify that tag names do not exceed Gorgias's 50-character limit. Tags used to trigger TeamDynamix workflows map to Gorgias Rules as trigger conditions documented in the automation inventory.

TeamDynamix SLA policies define response and resolution timers with escalation triggers. Gorgias SLA timers are available on Pro and above plans as part of Gorgias Automate. We map each TeamDynamix SLA policy to a written SLA configuration specification (timer thresholds, business hours, escalation email) for the customer's admin to configure in Gorgias. The SLA policy itself does not migrate as a data record.