Migrate from Tiflux to Gorgias

Tiflux Tickets migrate directly to Gorgias Tickets with subject, status, priority, channel, and assignee mapped. SLA deadline timers from Tiflux carry as a custom field sla_deadline__c in Unix timestamp format for the customer's admin to rebuild SLA policies in Gorgias. Ticket conversations (messages, internal notes) migrate as Gorgias message records with the same timestamp ordering. Child tickets (ticket filho) and ticket grouping require a dependency graph built during discovery; we import parent records first, then children with the parent ticket ID resolved as a custom field reference.

Tiflux Clients (organizational entities) and Contacts (individual people linked to a Client) merge into Gorgias's unified Customer object. The Tiflux Client becomes the Gorgias Customer primary record with organization-level fields (company name, domain, address). Each Tiflux Contact attached to that Client creates a separate Gorgias Customer record with name, email, phone, and a custom field primary_client_id__c linking back to the merged organization record. We deduplicate by email during import so that if the same person appears in multiple Tiflux Clients, they consolidate into one Gorgias Customer.

Tiflux Contacts that are not linked to a Client (standalone contacts) migrate as Gorgias Customer records with name, email, phone, language, and timezone fields mapped directly. Contacts linked to a Client merge under the Client as described above. The Tiflux Contato email field maps to Gorgias Customer email; the phone field maps to phone; and extension data maps to a custom field contact_extension__c.

Tiflux User records (agents and admins) map to Gorgias Agents. We resolve by email match against the Gorgias destination account. Tiflux permission groups (Grupos) do not map 1:1 to Gorgias team structure; we map the most granular role assignment and flag any permission group that cannot resolve cleanly for the customer admin to assign in Gorgias Settings > Team.

Tiflux Contracts link Clients to service agreements and govern SLA parameters. Since Gorgias does not have a native Contract object, we map contract records to Customer custom fields: contract_hours__c (remaining hours), contract_start_date__c, contract_end_date__c, contract_sla_tier__c. The customer's admin sets these fields on the relevant Customer records after migration. SLA rule rebuilding is out of scope; we document the original contract-to-SLA mapping as a written handoff.

Tiflux Entidades are customer-defined entity schemas attached to tickets, clients, or other objects. Each Entidade type is unique to the customer's Tiflux instance. We identify all Entidade types during discovery, then create equivalent custom fields in Gorgias via the custom-fields API endpoint (POST /api/custom-fields) before any ticket import begins. Entidade field values migrate as custom field values on the Gorgias Ticket or Customer record using the field ID returned during provisioning. This sequencing is required because Gorgias custom field IDs must exist before values can be assigned.

Tiflux Knowledge Base articles migrate to Gorgias Help Center articles with title, body content, category, and visibility settings mapped. Tiflux article categorization (folders and subfolders) maps to Gorgias article categories. Visibility rules (public, internal, client-specific) require field-level mapping to Gorgias article visibility settings. We flag any articles with broken internal links or non-UTF-8 encoding for manual cleanup post-migration.

Tiflux Activities are scheduled tasks and calendar commitments tied to tickets or general workflows. Gorgias does not have a native calendar or standalone task object separate from Tickets. We migrate activity records as internal Ticket notes with a custom field activity_type__c and a timestamp for ordering. If the customer needs Gorgias to surface scheduled tasks, we recommend using a third-party calendar integration or rebuilding as Gorgias Macros post-migration.

Tiflux apontamento de horas are time entries logged against tickets for billing and consultancy tracking. Gorgias does not have native time tracking. We carry apontamento data as a custom field time_entries__c (JSON array) on the Gorgias Ticket, storing each entry as {agent, date, duration_minutes, description}. If the customer requires a time-tracking integration post-migration, we recommend Toggl or a native time-tracking tool connected via Gorgias Rules.

Tiflux file attachments linked to tickets migrate as Gorgias ticket attachments. We export attachment URLs and metadata from Tiflux and upload to Gorgias via the ticket messages API. File content transfer depends on format compatibility (PDF, PNG, JPG, DOCX supported natively; other formats require manual download and re-upload by the admin). We flag any attachment over 25 MB for manual handling due to Gorgias API size limits.

Tiflux Groups manage resource allocation and permission scoping. We export group membership and linking to users and clients. Gorgias Teams provide a similar grouping mechanism but with different permission granularity. We map group names to Gorgias Team names and flag any permission differences (for example, Tiflux groups with entity-level access controls that have no Gorgias equivalent) for the customer admin to address in Gorgias Settings > Teams > Permissions.

Tiflux SLA configurations (deadline timers, pause/resume rules, escalation paths) are an ITSM-native feature with no direct Gorgias equivalent in the import API. We document every Tiflux SLA rule with its trigger conditions, deadline duration, and escalation action as a written handoff for the customer's admin to rebuild in Gorgias Settings > SLA Policies. SLA deadline timestamps from existing Tiflux tickets migrate as custom fields so that the customer's admin can set up Gorgias SLA policies that reference them.