Migrate from UseResponse to Gorgias

UseResponse Tickets map to Gorgias Tickets. Subject, body, status, priority, assignee, channel, and external ID transfer directly. Custom ticket fields require pre-migration enumeration against the UseResponse REST API because every account has a different set with no public schema; we enumerate data types and picklist values before mapping to Gorgias custom fields via GET /api/custom-fields with object_type=Ticket. Ticket IDs are preserved as external_id in Gorgias for cross-reference. Topics map to Gorgias Teams or Tags depending on whether the customer uses team-based routing.

UseResponse Customer profiles map to Gorgias Customer (the contact record). Name, email, phone, language, timezone, company name, and lifecycle stage transfer. The lifecycle stage property migrates as a custom field on the Gorgias Customer record. Custom fields on UseResponse Customers enumerate separately from ticket custom fields and map to Gorgias Customer custom fields via GET /api/custom-fields with object_type=Customer. Email serves as the dedupe key during import.

UseResponse Agents map to Gorgias Users by email match. Role (admin vs. regular agent) maps to Gorgias permission levels: agents with admin role become Gorgias admins; regular agents become agents. We resolve agents against the destination user table before ticket import so that OwnerId references are satisfied at insert time. Agents without matching emails in Gorgias go to a reconciliation queue for the customer's admin to provision accounts before migration continues.

UseResponse Comments on Tickets map to Gorgias Messages. Authorship, timestamp, and public vs. internal visibility flags transfer. HTML formatting in UseResponse comments is converted to plain text or the target platform's supported formatting during import to avoid rendering issues. Inline images in comments are migrated separately as attachments linked to the Message.

Attachments on Tickets and Comments migrate as binary files with original filenames preserved. We separate inline images from file attachments and flag any that exceed Gorgias file size limits. Inline images embedded in comment bodies migrate as separate attachment records linked to the parent Message. The maximum file size threshold is checked against Gorgias current limits during discovery.

UseResponse Topics are categories that route tickets to specific teams. We map Topics to Gorgias Teams if the customer uses team-based assignment and ticket distribution; otherwise Topics map to Tags on the Ticket record. Sort order and visibility settings do not transfer as Gorgias Teams use a simpler flat structure. The customer chooses the routing strategy during scoping, and we document the mapping in the pre-migration specification.

UseResponse Knowledge Base Articles migrate to Gorgias Help Center articles with title, body (HTML), category, visibility, and author preserved. Articles with widget-only internal links (a known UseResponse limitation that opens new browser windows) are flagged and converted to relative links where Gorgias supports them. We preserve category hierarchy in the Help Center section structure, but category-specific permissions may not transfer if the destination uses a different permission model.

Knowledge Base categories in UseResponse map to Help Center Sections in Gorgias. Category names and sort order transfer, but section-level permissions (internal vs. public) require manual configuration in Gorgias after import because permission models differ between platforms. We deliver a category-to-section mapping document as part of the handoff.

Tags applied to Tickets and Articles migrate as Tag records in Gorgias. Tag names and associations transfer directly. Gorgias uses a flat tag model without hierarchy, so nested UseResponse tag structures (if any) flatten into a single tag list. The customer reviews tag consolidation during scoping if the source taxonomy is complex.

UseResponse configurable ticket statuses map to Gorgias Ticket status values. We map by label and preserve any custom status-to-status transition rules as a written specification for the customer's admin to reconfigure in Gorgias Rules. Custom statuses outside the default set require explicit enumeration during discovery. New, Open, Pending, Solved, and Closed are the Gorgias defaults.

UseResponse Feedback System items (user-submitted ideas with votes and status) have no direct Gorgias equivalent. Options include migrating Feedback Items as Tickets with a custom field flagging them as feature requests, exporting to a CSV for import into a dedicated tool (Canny, ProductBoard, or similar), or archiving them as a knowledge base article. We present all three options during scoping and the customer selects the strategy before migration begins.

UseResponse custom ticket fields are account-specific and not documented in a public schema. We enumerate all active custom fields via the UseResponse API during discovery, capture data types (string, number, boolean, date, picklist) and picklist option values, then create matching custom fields in Gorgias before importing tickets. Skipping enumeration leads to silent truncation of custom field data. Validation rules in UseResponse (if any) are documented for manual recreation in Gorgias as Rules or field validation.