Migrate from Tikit to Gorgias

Tikit Tickets migrate to Gorgias Tickets with subject, description, status, priority, category, requester, assigned agent, and full conversation history. Tikit priority (Low/Medium/High/Urgent) maps to Gorgias priority (low/medium/high/urgent). Tikit category becomes a Gorgias tag or a custom Ticket field depending on the category hierarchy depth. Teams-channel tickets that duplicate email-channel tickets are flagged during scoping so the customer can choose a deduplication strategy before migration. Custom Ticket fields migrate as Gorgias custom fields on the Ticket object with type mapping (text, number, boolean, date).

Tikit Agent profiles (name, email, role, group assignments, skill mappings) map to Gorgias Agents. Agent seat count in Tikit maps to Gorgias seat count, which is relevant for pricing because Gorgias charges per-ticket rather than per-seat. If the Tikit environment has inactive or archived agents, we filter to active agents during migration and assign a default Gorgias Agent to any migrated tickets from inactive source agents.

Tikit End Users (unlimited and unlicensable in Tikit) migrate as Gorgias Customers. Display name, email address, and any associated custom profile fields migrate as Gorgias Customer fields. Tikit Entra ID-linked profile fields that reference Teams presence or group membership do not map to any Gorgias field and are documented separately for admin awareness. If the same person appears as both a Tikit End User and a Tikit Agent (in edge cases where IT staff submit internal tickets), we deduplicate by email and assign the Agent role in Gorgias.

Tikit Departments control ticket routing, portal visibility, and SLA assignments. Gorgias does not have a native Department object. Instead, Departments map to Gorgias Teams (for agent assignment) and Views (for filtered ticket queues). Multi-department configurations with separate SLA tiers generate multiple Teams and Views in Gorgias. We preserve the department-to-agent mapping so that tickets from a specific department route to the corresponding Team in Gorgias. SLA assignments per department are converted to priority labels on the ticket.

Tikit KB Articles migrate to Gorgias Help Center articles. Article title, body content (HTML), category assignment, and publish status transfer directly. Article attachments stored in Tikit-managed storage migrate as file attachments; article attachments linked from external SharePoint or OneDrive URLs are preserved as URL references and documented for access verification before cutover. If Tikit articles use SharePoint-hosted images, those URLs are included in the article body HTML and should be verified post-migration to confirm the source SharePoint site remains accessible.

Tikit article category hierarchies map to Gorgias Help Center category structures without transformation. Tikit's flat category lists map directly. Nested category trees in Tikit map to Gorgias category and subcategory relationships, which support two levels of nesting. Very deep category hierarchies in Tikit are flattened to two levels and the remainder is stored as tags on the article.

Tikit SLA definitions tied to ticket priority and department are converted to Gorgias priority levels (low/medium/high/urgent) with an associated first-response timer configured per priority. Tikit's SLA naming conventions (First Response vs. Initial Response, Resolution vs. Closure) map to Gorgias's First Reply Time and Next Reply Time fields. We do not migrate SLA breach escalation rules, as Gorgias does not support multi-step SLA escalation workflows natively.

Tikit Tags on Tickets and Articles migrate as Gorgias Tags. Tags are preserved as comma-separated values per ticket. If Tikit uses hierarchical tags (category.subcategory.value), we flatten to a dot-separated string that Gorgias treats as a single tag, or split into multiple tags at the customer's option. Tag frequency reporting migrates as-is; destination tag analytics in Gorgias may differ in aggregation granularity.

Ticket and KB Article attachments stored within Tikit's managed storage migrate as Gorgias file attachments on the corresponding Ticket or Help Center article. External URL attachments (SharePoint, OneDrive, or third-party links) are preserved as URL references in the ticket or article body. If the source SharePoint site loses access post-migration, those external links become broken references; we document all external attachment sources during pre-migration audit so the customer can verify and update access permissions before cutover.

Tikit asset records linked to Intune device properties (device name, type, assigned user, Intune compliance status) have no native Gorgias equivalent, as Gorgias has no asset management module. We export the asset name, type, and assigned user as text fields on the associated Customer record. Deep Intune integration properties are exported as a separate configuration reference document for the customer to re-enter manually if asset tracking is required in a separate ITSM tool post-migration.

Tikit workflows built in Microsoft Power Automate cannot be exported as transferable logic. We document every active Power Automate flow with its trigger conditions, actions, and conditions as a written inventory. The customer rebuilds these as Gorgias Rules (if-then conditions on tickets) and Macros (pre-built response templates with variable substitution). We provide a mapping table during the handoff that lists each Power Automate flow and its recommended Gorgias equivalent rule, including trigger type, condition logic, and action sequence.

The Tikit Virtual Agent intent definitions, confidence thresholds, fallback routing, and knowledge base associations are not exportable as a portable model. We provide a Virtual Agent configuration summary as a written document listing every active intent, its training phrase count, and the KB article associations. The customer uses this document to configure the Gorgias AI Agent, starting with the same training corpus (migrated ticket history) to establish baseline intent recognition. Initial AI Agent performance in Gorgias will require a retraining period on live ticket data after go-live.