Migrate from Track-It! to Gorgias

Track-It! tickets in the HDTickets table map to Gorgias tickets. We extract ticket headers, descriptions, resolutions, priority levels, and requester/technician assignments. The Track-It! requester maps to Gorgias customer; the assigned technician maps to a Gorgias user. Priority and status values transform into Gorgias priority and status enums. The Track-It! category and subcategory map to Gorgias tags for routing parity.

Track-It! technician profiles in HDUsers map to Gorgias user accounts. We match by email address or username and preserve technician group assignments as Gorgias team memberships. Any Track-It! technician without a matching email in the destination is placed in a reconciliation queue for the customer to provision before user migration continues.

Track-It! end users who submit tickets map to Gorgias customer profiles. We extract name, email, phone, and any custom fields from HDUsers. Customer profiles are created before ticket import so that the customer association is satisfied at insert time. If Track-It! stores customer addresses or company affiliations, those map to Gorgias customer address and company fields.

Track-It! assets are IT configuration items — hardware, software licenses, contracts, and CIs — that have no direct Gorgias equivalent because Gorgias is not an IT asset management platform. We extract the full asset inventory (serial numbers, purchase dates, assignment records) as a structured export and attach it to the relevant customer profile as a JSON attribute in the meta field or as a linked note. The customer decides whether to use a separate ITAM tool post-migration.

Business Configuration Management linkage records in Track-It! link assets to tracked items, tickets, and other CIs in complex relationship graphs. These BCM-specific records do not survive migration to Gorgias, which has no asset relationship model. We enumerate every BCM-linked record during discovery, surface the full graph to the customer, and recommend a manual reconstruction workflow or a post-migration ITAM tool integration if asset dependency tracking is business-critical.

Track-It! change requests carry a full lifecycle (draft, submitted, approved, scheduled, implemented, closed) with approval routing, risk assessment, and linked CIs. Gorgias has no change management module. We extract ChangeRequest headers, descriptions, risk levels, and linked ticket references as a structured export. The customer maps high-priority change requests to Gorgias tickets tagged with a change-type label if operational tracking is required post-migration. Full approval chain history does not migrate.

Track-It! stores ticket change history in HDTicketHistory with timestamps, the modifying user, and the field-level delta. We extract this as a structured event log and attach it to migrated Gorgias tickets as internal notes or timeline events. The customer configures how Gorgias displays audit history — either as chronological internal notes or as an exported audit report. Activity timeline ordering is preserved by timestamp.

Track-It! SLA timer configurations and priority-to-SLA mappings extract from the system configuration tables. We map first response and resolution SLA definitions to Gorgias SLA rules tied to ticket priority and channel. Where Track-It! SLA timers are actively running on open tickets, we flag them during cutover so the customer's Gorgias admin can set matching SLA start times.

Track-It! KB articles in the knowledge module map to Gorgias Help Center articles. We extract article bodies, metadata, and category assignments. Category hierarchy in Track-It! maps to Gorgias article categories, though deep hierarchical nesting may compress to two levels. We flag articles with broken HTML or embedded images for manual cleanup before import.

Track-It! attachments stored as BLOBs or file references are extracted to a file package, re-uploaded to Gorgias, and associated with the parent ticket record by ID. We handle file type validation, filename deduplication (appending a numeric suffix for duplicates), and max-file-size enforcement per Gorgias API limits. Large attachment volumes increase migration timeline proportionally.

Track-It! technician groups in HDGroups map to Gorgias teams. We preserve group-to-user assignments as team membership so that ticket routing rules that reference groups resolve correctly in Gorgias. Group-level permission sets in Track-It! do not have a direct Gorgias equivalent; we document them as a team-level configuration recommendation.

Track-It! stores custom fields as additional columns appended to each module's base table with installation-specific column names and data types. We run a full schema inventory during discovery to capture every custom column, infer its data type, and map it to the equivalent Gorgias custom field type (text, number, date, dropdown). Custom field values migrate as structured data attached to the parent ticket or customer record. The customer configures custom field display labels and visibility in Gorgias after migration.

Track-It! purchase order records in the PO module extract as structured data and attach to the relevant customer profile or ticket as a meta attribute or linked note. Gorgias has no PO object. If the customer's support team uses PO numbers to route or tag tickets, we map PO references to Gorgias tags or a custom text field during migration.