Migrate from TriActive to Gorgias

TriActive Tickets map to Gorgias Tickets. Standard fields (subject, description, status, priority, assignee) migrate directly. We handle custom ticket fields by identifying their data types during the discovery phase from sample TriActive exports and creating matching custom fields in Gorgias via POST /api/custom-fields with object_type=Ticket. The TriActive ticket ID is preserved as an external_id field for reconciliation. Channel detection (email, chat, phone, social) maps to Gorgias's channel classification.

TriActive Customer records (contacts associated with tickets and companies) map to Gorgias Customer. Email address is the dedupe key. Standard fields (name, email, phone, timezone, language) migrate directly. TriActive note fields map to the Gorgias Customer note field. Any customer-level custom fields identified during schema discovery migrate as Gorgias custom fields with object_type=Customer.

TriActive Company records map to Gorgias Customer organization associations. Companies in TriActive that have multiple associated contacts merge into a single Gorgias Customer record for each distinct email domain, with individual contact records linked. If TriActive stores company-level custom properties, we map them as supplementary fields on the primary Customer record.

TriActive Agent records map directly to Gorgias Agents. We resolve agents by email address as the matching key. Role and permission levels in TriActive map to Gorgias Agent permission levels (agent, admin). Team memberships on TriActive agents map to Gorgias Teams via the Team membership configuration after Teams are migrated.

TriActive Team structures map to Gorgias Teams. Team hierarchies (nested teams) are flattened into a single team structure in Gorgias if TriActive uses multi-level nesting, because Gorgias team model is flat with agent membership rather than hierarchical inheritance. Agent-to-team assignments migrate as direct membership records.

Custom ticket fields are discovered from sample TriActive exports during the scoping phase. Each custom field's data type is identified (string, number, boolean, date, picklist) and recreated in Gorgias via the custom-fields API. Custom field values on existing TriActive tickets are then written as field values against the migrated ticket IDs. Priority ordering for custom fields in the Gorgias ticket view is set via the priority parameter (0-5000) in the API.

TriActive Conversation records (ticket thread history including internal notes and public replies) map to Gorgias ticket messages. Thread ordering is preserved by timestamp. Internal TriActive notes map to private comments in Gorgias (is_public=false). Public replies map to public ticket messages (is_public=true). Each message carries the original author (agent or customer) from the TriActive record.

File attachments to TriActive tickets are retrieved via the manual export workflow. Attachment filenames, MIME types, and binary content are mapped to Gorgias Attachment records linked to the corresponding ticket via the attachments API. Any attachments that cannot be retrieved from TriActive (due to undocumented storage mechanisms) are flagged in the pre-migration gap report for manual handling.

TriActive Knowledge Base Articles map to Gorgias KB Articles. Article title, body (rich text), category assignments, and publication status migrate. If TriActive stores article versions, the most recent published version migrates as the active article, with version history noted in a custom field for the customer's admin to handle in Gorgias's article management UI.

TriActive KB Categories map to Gorgias KB Categories. Category hierarchies are preserved where TriActive uses nested categories, with the hierarchy represented as parent-child relationships in Gorgias. Article-to-category assignments migrate as direct links. If TriActive categories cannot be programmatically identified, we map articles to a default category and flag for the customer's admin to reorganize.

TriActive ticket tags migrate to Gorgias Tags. Tags are preserved as string labels and can be used to trigger Gorgias macros and rules post-migration. Tag metadata (tag creation date, tag counts) is not a Gorgias native field and is documented for the customer's admin if needed for reporting.

TriActive automated responses and templates map to Gorgias Macros. Each macro's trigger conditions, recipient actions, and pre-filled responses are documented from TriActive sample exports and recreated as Gorgias Macros. Macros in Gorgias are attached to specific channels (email, chat, phone) so the customer's admin assigns the appropriate channel during rebuild.