Migrate from Vision Satellite Help Desk to Gorgias

Vision Clients (end-user contact records with name, email, phone, and organization linkage) map directly to Gorgias Customers. We extract the client's name split into first_name and last_name, email, and phone. The Vision organization linkage is preserved as a custom field customer_organization__c or as a tag with the org name to support querying by company in Gorgias. Vision Clients on the Starter tier without organization linkage migrate as standalone Customers.

Vision Organizations (company-level records with domain and custom fields) do not have a direct Gorgias equivalent because Gorgias uses Customer as a flat contact record with optional company data embedded. We map each Vision Organization to a Gorgias Customer company_name custom field, preserve the organization domain as company_domain__c, and tag the customer with the organization name for filtering. If the customer uses Gorgias's separate Company object on Enterprise, we create a Company record and link it to the Customer via the customer_company_id relationship.

Vision Staff Agent records (name, email, role, department) map to Gorgias Agents. Role names are normalized from Vision's tier-specific role set (Agent, Supervisor, Admin) to match Gorgias's agent permission model. We match by email and map the Vision department to a Gorgias Team so that ticket routing rules can use team assignment post-migration. Inactive Vision agents are mapped to inactive Gorgias agents with their ticket history intact.

Vision Tickets map directly to Gorgias Tickets by ID, subject, status, priority, and assignee. The Vision ticket status (Open, Pending, Resolved, Closed) maps to Gorgias's open, pending, solved status. Priority from Vision maps to Gorgias's priority field. We preserve the original Vision ticket ID as external_id__c for cross-reference. Multi-agent ticket assignments stored as comma-separated lists in Vision are split: the primary assignee maps to the Gorgias ticket assignee; secondary assignees are added as tags or noted in a custom field.

Vision distinguishes between private staff notes and client-visible comments in its export. Private notes migrate to Gorgias as internal (private) message threads on the ticket. We flag each message as private so that only Gorgias agents with internal note visibility can see them. This distinction is critical for preserving internal context that agents added during ticket resolution.

Vision client-visible comments migrate to Gorgias as public message threads. The original message body, timestamp, and sender (customer or agent) are preserved. HTML formatting from Vision's ticket comments is stripped or preserved depending on whether the customer's Gorgias instance uses rich-text message composition.

Vision Labels, Tags, and Flags are Vision-specific multi-select taxonomies that do not have direct Gorgias equivalents. We consolidate all three Vision taxonomies into Gorgias Tags, using a naming convention that preserves provenance (e.g., flag:urgent, label:refund, tag:escalated). Vision Flags that represent ticket state rather than categorization are remapped to Gorgias ticket Status or Priority instead of a tag. The customer selects the tag strategy during scoping.

Vision ticket custom fields export as additional columns in the CSV. We create matching Gorgias ticket custom fields during setup, using equivalent field types (string, number, date, multi-select) where Gorgias supports them. Vision custom fields that use unsupported types (e.g., Flag as a boolean) are remapped to the closest Gorgias field type. Custom fields on Vision Client records migrate as Customer custom fields in Gorgias.

Vision KB articles and folder structure export via the reporting module. HTML formatting is stripped during normalization so that article content renders correctly in Gorgias's knowledge base editor. Article categories from Vision map to Gorgias Article Collections. We remap category hierarchy to match Gorgias's flat collection structure. Links within articles that reference Vision ticket IDs are updated or flagged for manual cleanup.

File attachments on Vision tickets export as file references. We extract the files, re-upload them to Gorgias's attachment store using the Gorgias REST API, and relink them to the corresponding ticket records. Attachment size limits from Vision (typically 25 MB per file) are respected; files exceeding Gorgias's attachment limit are flagged for the customer's admin to host externally and link manually. Image attachments inline in ticket messages are preserved as embedded media.

Vision Approval workflows (available on Pro Help Desk and above) are configuration objects that do not have a Gorgias equivalent. Approval request records with requester, approver, status, and timestamps migrate as historical ticket data, but the approval workflow logic itself is not transferable. We document every Vision approval workflow in the migration inventory for the customer's admin to rebuild as Gorgias Rules and Macros.

Vision Reports are configuration objects (charts, grids, dashboards) rather than data records and cannot be migrated programmatically. We exclude Reports from migration scope. The migration inventory delivered to the customer's admin includes a list of all Vision reports with their filters, columns, and chart types as a reference for rebuilding equivalent Gorgias analytics or exporting to an external BI tool.