Migrate from Tikit.Info to Gorgias

Tikit tickets migrate to Gorgias tickets preserving ticket subject, body, status, priority, category, subcategory, assignee, requester email, and all custom ticket field values. Tikit's internal notes migrate as private internal notes in Gorgias; public comments migrate as external messages. Created, updated, and resolved timestamps preserve on the migrated record. Tikit ticket IDs are stored in a custom field tikit_original_id__c for relationship traceability.

Tikit agents map to Gorgias users with the agent role. We resolve each agent by their Entra-sourced email address against Gorgias user email. Any Tikit agent whose Entra UPN does not correspond to an active email in Gorgias enters a reconciliation queue; the customer's admin must create the Gorgias user before agent assignment on tickets can be resolved. Agent team assignments from Tikit map to Gorgias Teams.

Tikit requesters (end users who submit tickets) map to Gorgias customer records. The requester's display name, email address, department, and organization membership from Entra migrate to the Gorgias customer profile. Tikit's Entra-sourced identity fields are preserved in a custom field tikit_entra_upn__c on the Gorgias customer record for identity audit purposes. Customers without a valid email receive a temporary email placeholder flagged for admin review.

Tikit Teams (which map to Microsoft 365 Groups in Entra) migrate to Gorgias Teams. Team membership is reconstructed from Tikit agent-to-team assignments. If the destination Gorgias account uses a different team naming convention, we apply the naming convention agreed during scoping and document the original Tikit team name in a custom field.

Tikit departments define organizational hierarchy for routing and reporting. Multi-department configurations require field-level mapping to match Gorgias's org structure, which uses Teams and Tags for routing segmentation. We map each Tikit department to a Gorgias Team with a corresponding Tag applied to all tickets from that department. If the customer uses Gorgias's helpdesk routing rules based on department, we map those rules in the written inventory for admin rebuild.

Tikit knowledge base articles migrate to Gorgias Help Center articles. We preserve article title, body content, category, publish status, and view count. Article-to-ticket relationships are re-linked by storing the original Tikit article ID in a custom field on the Gorgias Help Center article and documenting the related ticket IDs for manual re-association by the admin.

Ticket comments from Tikit migrate to Gorgias ticket messages preserving the comment body, author email (resolved to Gorgias user or customer), timestamp, and the public-versus-internal flag. Chronological order within each ticket is preserved by setting the Gorgias message timestamp to the original Tikit timestamp. Internal notes from Tikit agents land as internal notes in Gorgias.

File attachments on Tikit tickets are downloaded from Azure blob storage and re-uploaded to the Gorgias ticket as attachment records. We flag attachments exceeding Gorgias's 25 MB per-file size limit and flag filename encoding issues (non-UTF-8 characters) before upload. Customers receive a pre-migration report listing oversized attachments with a recommendation to host externally and link.

Tikit custom ticket fields vary by customer configuration and may include dropdowns, text fields, dates, or user-reference fields. We map each custom field by data type to the nearest Gorgias custom field equivalent (text, number, date, single-select, multi-select). Picklist values from Tikit dropdown fields migrate as tag values or multi-select options in Gorgias. Any Tikit custom field without a direct Gorgias equivalent is flagged for admin decision during scoping.

Tikit SLA definitions (response time, resolution time, business hours) have no direct Gorgias SLA object equivalent. We map SLA policies to Gorgias Rules with conditional logic that applies a Tag to tickets meeting SLA criteria, allowing agents to filter by SLA tier. The written SLA inventory document maps each Tikit SLA name and thresholds to the equivalent Gorgias Rule with recommended conditions.

Cireson Configuration Items represent IT assets and related services. We map CI relationships and attributes to Gorgias customer attributes or ticket custom fields depending on whether the CI relates to a specific customer or a general asset. Full CI-to-asset mapping requires custom field-level alignment and is scoped during discovery. The customer may alternatively maintain CI data in a separate asset management tool post-migration.

Tikit category and subcategory assignments migrate as Gorgias Tags on the corresponding ticket. Tags preserve the Tikit taxonomy so that the customer's admin can re-map routing and filtering rules in Gorgias Rules using the same tag names. Tag counts are audited pre-migration to ensure no orphaned categories exist without associated tickets.