Migrate from Thread to Gorgias

Thread Conversations (chronological message chains with timestamps, author attribution, and channel metadata) map to Gorgias Tickets with messages stored as Ticket Message records. Each message in the Thread chain becomes a Gorgias Message entry with author_type (customer/agent/system), the original timestamp preserved as created_at, and the channel source (email, chat, review) mapped to the Gorgias channel field. We flatten Thread's nested message tree into a linear conversation record ordered by timestamp to match Gorgias's single-thread message model.

Thread Reviews (star rating, review text, source platform, response status) map to Gorgias Tickets with the channel source field set to review and the review platform identifier preserved in a custom field. The original review body migrates as the first customer message. Review responses migrated from Thread are attached as subsequent agent messages in the same Ticket to preserve the review-response linkage chain.

Thread review responses are queued for import only after the parent Review record has been successfully written to Gorgias. This dependency ordering prevents orphaned responses that would otherwise appear as unlinked text. The response message author is set to the corresponding agent user record, and the created_at timestamp is preserved from the original Thread response timestamp.

Thread User records (display name, email, role, team assignment) map directly to Gorgias User. Agent email is the dedupe key for matching. Any Thread User without a matching Gorgias User is held in a reconciliation queue for the customer's admin to provision before the ticket migration phase begins. Role and team assignments are preserved in Gorgias Role and Team fields.

Thread Teams (agent groupings and routing rules) map to Gorgias Teams. We create a crosswalk table during the mapping phase to align Thread team names with Gorgias team names, since terminology differences are common in multi-channel help desk platforms. Routing rules do not migrate as code; they are documented in the automation inventory for admin rebuild.

Thread Tickets that carry PSA integration fields (when the ConnectWise or other PSA integration is active) map to Gorgias Tickets with the PSA reference data stored in custom text fields. We export the complete PSA field schema alongside the ticket data and create equivalent Gorgias custom fields of the matching data type before migration. If the PSA integration is not active in Thread, this object collapses into the standard Conversation mapping.

Thread custom properties on tickets and conversations (account-specific field definitions with data types) map to Gorgias custom fields. We export the complete custom property schema during discovery, then pre-create the destination schema in Gorgias before any data import. Thread text, number, and boolean custom properties map directly. Thread list or multi-select custom properties map to Gorgias single-select or multi-select picklist fields. If the total custom field count exceeds Gorgias's 500-field import ceiling, we work with the customer to prune or archive deprecated fields before migration.

Thread Response Templates (canned reply shortcuts used by agents) map to Gorgias Macros. Template content migrates as Macro body text. Thread shortcut codes map to Macro shortcut codes. Templates with actions beyond reply text and status changes are imported with an empty actions list and flagged in the handoff documentation for admin to rebuild manually in Gorgias.

Thread Tags applied to tickets and reviews export as a full tag vocabulary. We map each tag to a Gorgias Tag, preserving the tag name and the association to the parent ticket record via the ticket_tags relationship. Tags that exceed Gorgias character limits are truncated and flagged for admin review.

Thread stores file attachments on its CDN. We download all attachments, rename them with conversation identifiers to preserve association, re-host them to the customer's designated storage location, and create Gorgias Ticket Attachment records linked to the corresponding Ticket Message. Attachment migration runs as a parallel pipeline to ticket migration and completes before the cutover validation phase.

Thread Integration configurations (API credentials, connection metadata, sync state for HubSpot CRM and Mailchimp) are exported as reference data and mapped to the equivalent Gorgias integration configurations if supported. For integrations that have no Gorgias equivalent, the configuration data is included in the handoff documentation with notes on which integrations require reconfiguration post-migration in the customer's Gorgias admin panel.

Thread conversation and review timestamps (created date, last updated, response timestamps) migrate to Gorgias Ticket created_at and updated_at fields. We preserve the original Thread timestamps to maintain the historical record of when conversations and reviews were originally created, even though the migration technically occurs at a later date. Timestamps are validated against Gorgias's import requirements and formatted to ISO 8601.