Migrate from trueAct to Gorgias

trueAct Cases map directly to Gorgias Tickets. The trueAct case status, priority, and assigned agent fields map to Gorgias Ticket status, priority, and assignee respectively. We preserve the full case history chain including status-change timestamps by writing each historical state as a ticket message entry. The trueAct channel source (email, chat, phone, web form) migrates as channel metadata; for email and chat, we reconstruct the thread using the trueAct message timestamps and direction (customer vs agent) so the conversation continuity is intact in Gorgias. SLA timer fields migrate as custom fields because Gorgias SLA is calculated in-app rather than stored as a field.

trueAct Contact records map to Gorgias Customer objects. The Contact email address is the primary key for deduplication; we map name, email, phone, and any custom fields. trueAct Contacts with a linked Organization inherit the Organization's data into the Customer record's company fields. We resolve the Organization reference at migration time and set the Customer's organization_name or external_id accordingly. If a trueAct Contact has multiple phone numbers or addresses, we preserve the primary and archive the extras as Customer notes.

trueAct Organizations are the company-level container that groups Contacts and Cases. Gorgias does not have a separate Organization object; instead, company data lives on the Customer record. We merge Organization records into the Customer object by linking each trueAct Contact to its Organization and writing the Organization name, domain, and any company-level custom fields into the Customer record. Organization hierarchy (parent-child) is preserved as a custom field org_parent__c if needed for reporting. If multiple Contacts share one Organization, we create one Customer record and link all Contacts to it.

trueAct custom fields migrate to Gorgias CustomField objects. During scoping we produce a field-by-field map: we match the trueAct field label to a Gorgias CustomField label, assign the correct object_type (ticket or customer), and set the external_id to the trueAct field name for traceability. Gorgias CustomField supports string, number, date, boolean, and list types; if a trueAct field uses a type that exceeds Gorgias's limits (e.g., a multi-select with more than 100 values), we flag it for customer review and either truncate or store the value as a text custom field.

File attachments on trueAct Cases and Contacts migrate to Gorgias as ticket-level or customer-level attachments. Inline images and linked documents are handled separately: inline images embed as base64 in message bodies where Gorgias supports it, and linked documents migrate as file attachments with the association back to the parent Ticket or Customer preserved via the Gorgias API attachment endpoint. We handle file size limits (typically 10 MB per attachment in Gorgias) by splitting files that exceed the threshold and notifying the customer of any that require alternative handling.

trueAct NPS responses include score, open-ended comment, timestamp, and originating contact link. Gorgias does not have a native NPS object. We handle this in two steps: (1) the most recent NPS score migrates as a numeric custom field nps_score__c on the Customer record; (2) the full response history (all scores, comments, and timestamps) is archived as a formatted note attached to the Customer record so the voice-of-customer data is preserved and searchable. We confirm the preferred disposition with the customer before import.

trueAct Agent records (name, email, role, team assignment) map to Gorgias User records. We resolve agents by email match. Gorgias has three built-in roles: admin, agent, and observer. We map trueAct roles to the nearest Gorgias equivalent; any role that does not map cleanly goes to a reconciliation queue for the customer to decide before migration. Active agents migrate as active Gorgias users; deactivated trueAct agents migrate as inactive users with a note flagging the original deactivation date.

trueAct Teams group agents for routing and case assignment. In Gorgias, inboxes serve as the routing unit. We map each trueAct Team to a corresponding Gorgias Inbox and assign team members as Inbox agents. The customer chooses whether to map teams 1:1 or consolidate during migration. Team routing rules from trueAct are documented in the workflow audit handoff for rebuild as Gorgias Rules or inbox assignment logic.

trueAct aggregates cases from email, chat, phone, and web forms. We preserve the source channel metadata as a custom field or tag on each migrated Ticket. For email and chat channels, we reconstruct thread continuity using the trueAct message timestamp and direction to write ordered message entries into the Gorgias ticket. Phone channel metadata (call duration, disposition, recording URL if stored) migrates as ticket notes or custom fields. Web form source data (form name, submission URL) migrates as a custom field.

trueAct Workflow automation rules do not export as structured data. We do not migrate them as code. During scoping we deliver a workflow audit questionnaire to the customer: for each trueAct workflow, we capture the trigger (e.g., case status change, field update, time-based), conditions (e.g., priority equals High), and actions (e.g., assign to team, send email template, update SLA). The customer or a Gorgias partner uses this to rebuild the logic as Gorgias Macros (for response templates) and Rules (for automated actions). We document the mapping between trueAct workflow names and their Gorgias replacement equivalents.

trueAct SLA timers are calculated internally and stored with the case. Gorgias calculates SLA metrics in-app based on Ticket first-response and next-response targets configured per inbox or rule. We migrate the SLA status at time of migration (e.g., breached, at risk, on track) as a read-only custom field sla_status__c and set the Gorgias SLA rule to match the trueAct SLA definition so future calculations are accurate going forward. The customer provides the SLA rule definitions during scoping.

trueAct case statuses and priority values migrate as Gorgias Ticket status and priority values. We map the trueAct status labels to Gorgias status labels (open, pending, resolved, spam) and priority labels to Gorgias priority (low, normal, high, urgent). Any trueAct-specific status values that do not have a Gorgias equivalent become custom ticket statuses that the customer configures before migration. Priority probability percentages do not map because Gorgias does not use probability on Tickets the way CRM platforms do on Deals.