Migrate from TeamSupport to Gorgias

TeamSupport Tickets map 1:1 to Gorgias Tickets with subject, status, priority, type, assignee, group, and source channel preserved. We map TeamSupport ticket status values (Open, Pending, Resolved, Closed) to Gorgias status values (Open, Pending, Solved/Closed). Source channel metadata from TeamSupport (Email, Chat, Web, API) maps to Gorgias channel field. Custom fields on tickets migrate as custom ticket fields in Gorgias. Thread chronology is preserved by sequencing message imports in original timestamp order.

TeamSupport Agents (Users) map to Gorgias Agents by email match. IMPORTANT: TeamSupport does not expose an API endpoint for creating Users — we require the customer to manually create Agent profiles in TeamSupport with exact email and name matches before migration begins, with the System Admin checkbox enabled on each profile per TeamSupport's documented requirement. In Gorgias, we create Agents via the API using the pre-verified email list and map historical ticket assignments by email lookup against the migrated Agent records.

TeamSupport Groups map to Gorgias Teams. TeamSupport Groups cannot be created via API, so the customer must pre-create Groups with exact name matches before migration. In Gorgias, we create Teams via the API and resolve the Team-to-Agent assignment by matching Agent emails. Group-to-ticket assignments migrate as Team assignments on the corresponding Gorgias Tickets.

TeamSupport Customer records (name, email, company, phone, custom fields) migrate directly to Gorgias Customers via API. We perform duplicate detection on email address and preserve customer-to-ticket linkage. Language and timezone fields map from TeamSupport Customer properties to Gorgias Customer language and timezone fields. Custom fields on Customer objects migrate as custom fields in Gorgias.

TeamSupport Products do not have a direct Gorgias equivalent because Gorgias derives product context from the connected eCommerce store (Shopify, WooCommerce) rather than a helpdesk-native product object. We resolve this in two ways: (1) Product names migrate as Ticket Tags so agents can filter by product in Gorgias; (2) we create a Gorgias macro named after each TeamSupport Product that the customer's admin populates with product-specific response templates and order-context rules. Product-to-ticket associations are preserved via the tag linkage.

TeamSupport Product Versions similarly have no direct Gorgias equivalent. We migrate Version names as Ticket Tags prefixed with 'v-' (e.g., 'v-2.4.1') to preserve version-level filtering capability in Gorgias. The customer can use Gorgias Rules with tag-based conditions to trigger version-specific workflows. Version-to-Product linkage is preserved by migrating both as adjacent tags on the same tickets.

TeamSupport Product Lines group related products and are referenced by both Products and Tickets. Since Gorgias lacks a Product Line object, we migrate Product Line names as Ticket Tags. For accounts with deep product hierarchy (Product Line > Product > Version > Ticket), we construct compound tags in the format 'productline-product-version' to preserve the full hierarchy for filtering and reporting in Gorgias.

TeamSupport custom fields on Tickets, Customers, Products, Product Versions, and Inventory Assets migrate to Gorgias custom ticket fields and customer custom fields. Dropdown (picklist) custom fields require explicit value mapping because Gorgias does not automatically create picklist options from source values — we audit all dropdown fields during discovery and produce a value-mapping table for customer review before import. Unmapped picklist values default to null and are flagged in the reconciliation report.

Ticket attachments migrate via individual API download from TeamSupport followed by API upload to Gorgias. TeamSupport does not expose a bulk-attachment export endpoint, so we sequence downloads with exponential backoff to handle rate limits. Original filenames and MIME types are preserved. Attachments over 50MB may require direct file-transfer coordination with the customer due to API payload limits. We associate each attachment back to the correct ticket by matching the source ticket ID embedded in the attachment metadata.

TeamSupport Knowledge Base articles and categories migrate to Gorgias Help Center with category hierarchy preserved. Article-to-category assignments map from TeamSupport's category structure to Gorgias's Help Center category structure. Article visibility settings (public, internal) migrate where Gorgias supports equivalent visibility controls. Article body HTML transfers directly; we flag any TeamSupport-specific macro syntax that requires manual cleanup in Gorgias.

TeamSupport internal and public notes on tickets (the conversation thread) migrate to Gorgias Messages in chronological order. Agent vs. customer authorship is flagged so that Gorgias applies the correct display logic (agent messages shown as agent replies, customer messages as customer-initiated). Internal notes in TeamSupport map to Gorgias internal messages visible only to agents. We set message timestamps from the original TeamSupport created_date to preserve the timeline order.

Tags on TeamSupport tickets migrate as Tags in Gorgias. Where TeamSupport uses nested tag hierarchies (e.g., 'region/north/tier1'), we flatten to Gorgias-compatible flat tags during the transform step. Product names, version names, and Product Line names that we migrate as tags (per the product mapping above) are deduplicated against existing TeamSupport tags during the same transform.

TeamSupport Inventory Assets are linked to Products and Tickets and carry custom fields. Gorgias does not have an Inventory object. We migrate Inventory Asset records as Customer custom fields (e.g., asset_serial_number__c, asset_status__c) and link them to the associated Customer record by matching the customer reference on the Asset. Asset-to-ticket linkage is preserved by adding the Asset ID as a ticket tag.