Migrate from Tender Support to Gorgias

Tender Support Tickets migrate 1:1 to Gorgias Tickets. We preserve subject, body (first message), status (open/closed), and the full conversation thread. The ticket created_at and updated_at timestamps migrate as received_datetime and updated_datetime. Assignee resolution uses the Agent email lookup against the Gorgias user table. Source-channel information (email, chat, social) maps to Gorgias channel metadata where the export exposes it.

Tender Support Customer records map to Gorgias Customer records using email as the dedupe key. Name, email, and any metadata fields migrate to the corresponding Gorgias Customer fields. If Tender Support stores separate contact and company records, we split into Gorgias Customer records with the company name in the company field. Customer custom fields (dropdown, text, number, boolean) migrate to Gorgias Customer Custom Fields with the same type and definition.

Tender Support Agent accounts map to Gorgias User records by email match. Agent role (admin or regular) maps to the Gorgias permission level. We resolve all Agent IDs used in ticket assignee fields before migration and flag any Agent without a matching email in the destination for the customer to provision.

Tender Support flat Labels migrate to Gorgias Tags on the parent Ticket. We deduplicate the label set during the mapping phase, flagging semantically overlapping labels (e.g., billing-refund and refund-request merged into a single tag) and documenting the mapping for customer audit. Labels with no matching tag in the destination are created as new Gorgias Tags before ticket import begins.

Tender Support admin-defined custom ticket fields map to Gorgias Ticket Custom Fields. We discover all active field names and types during discovery, create corresponding Gorgias custom fields via the API (with external_id set to the Tender Support field name for traceability), then populate values during ticket import. Dropdown-type fields in Tender Support create flat or nested dropdown fields in Gorgias based on the value count.

Tender Support internal notes migrate to Gorgias private messages. We inspect the export's message_type or status column to identify internal notes and set the message privacy flag accordingly. If the export format does not expose an explicit visibility field, we flag the affected records for manual review before the import batch is committed.

File attachments on ticket messages are referenced by URL in the Tender Support export. We download each attachment to local storage during the migration window, then upload to the Gorgias ticket using the attachment API endpoint, preserving the original filename and content-type. Attachments without a reachable URL (removed from Tender Support storage) are flagged for the customer's awareness.

Tender Support does not include a native SLA object or first-response/resolution-time tracking feature. No SLA data exists to migrate. Gorgias SLA policies must be configured post-migration by the customer's admin based on the support tier agreements in place.

The Tender Support product does not include a built-in knowledge base or self-service portal. No KB content is present in standard ticket exports. If the customer has maintained a separate knowledge base in another tool, that content is outside the scope of this migration.

Tender Support does not expose a macro or canned-response object via its export. If the customer has documented common reply templates outside the platform, we can import them as Gorgias Macros as a supplementary engagement. Standard macro creation from scratch is a post-migration admin task.

Tender Support does not expose a workflow automation engine. Any routing rules, auto-assignment logic, or triggered actions configured in Tender Support are not exportable. We deliver a written inventory of observed ticket-routing patterns (label-based assignment, status-change triggers) for the customer's admin to rebuild as Gorgias Rules post-migration.

The full message history on each Tender Support Ticket migrates as ordered TicketMessage records in Gorgias, preserving the original sent timestamp and author (Customer vs Agent). We maintain message sequence by ordering on the source export's timestamp column. External message links (URLs shared in the conversation) are preserved as plain text in the message body.