Migrate from Vision Service Desk to Gorgias

Vision Tickets migrate directly to Gorgias Tickets. Priority, type, status, requester, assignee, custom fields, timestamps, and threaded conversations are mapped field-by-field. We preserve the full ticket body and internal notes as separate message records, noting that Gorgias distinguishes between public messages and internal notes with a visibility flag. Ticket ID from Vision is stored as a custom reference field for audit continuity.

Vision Clients (end-user accounts that submit tickets via portal) map to Gorgias Customers. Contact details, email, phone, and portal preferences migrate. Vision custom fields on clients map to Gorgias customer fields, subject to Gorgias's limit of four active customer fields — any excess Vision client custom fields are prioritized by the customer during scoping and mapped to ticket-level custom fields or tags in Gorgias.

Vision Staff accounts migrate to Gorgias Agents. Team assignments and access rights map to Gorgias permission groups. Vision Super-Admin and Team Manager roles are translated to Gorgias Admin and Agent roles. Note that Vision's CSV staff import enforces a specific undocumented column ordering that we discovered during test migrations — we apply a pre-flight column transform to prevent import rejection.

Vision Company records map to Gorgias Organizations. The company-to-contact relationship is preserved so that tickets submitted by a Vision Client attached to a Vision Company surface the Organization in Gorgias. Company-specific custom fields migrate as supplementary properties on the Organization object.

Vision KB articles migrate to Gorgias help center Articles. Article content, body text, and category assignments transfer. Vision topic-to-article associations are reconstructed in Gorgias as tags or category assignments. Article attachments migrate as linked files. Custom article fields in Vision require value mapping to Gorgias's article attribute model, and any unsupported field types are flagged in the pre-flight report.

Vision's hierarchical KB category tree migrates to Gorgias help center categories. We preserve the category hierarchy and re-map article associations to the destination category structure. Gorgias uses a single-folder hierarchy compared to Vision's potentially deeper tree; if Vision categories exceed Gorgias's hierarchy depth, we flatten to the nearest equivalent and document the mapping in the handoff report.

Vision SLA Plans define calendar-based response and resolution targets that have no native equivalent in Gorgias. Gorgias has no SLA Plan object. We migrate SLA Plan definitions as a written inventory document describing each plan's name, response time, resolution time, calendar, and assignment rules. The customer's Gorgias admin rebuilds SLA targets using Gorgias workflow rules, time-based macros, or a third-party SLA tool from the Gorgias App Store.

Vision custom fields on tickets and clients migrate to Gorgias Ticket Fields or Customer Fields depending on their target entity. Drop-down, multi-select, and date field types map to equivalent Gorgias field types. Text, number, and boolean fields map directly. Multi-select picklist values in Vision are imported via CSV into Gorgias dropdown menus. Note that Gorgias limits active customer fields to four — any excess migrates to ticket-level fields or is documented as requiring archival of an existing Gorgias customer field.

Vision Tags, Labels, and Flags migrate to Gorgias Tags as ticket classification metadata. Tag assignments per ticket transfer and reconstruct the original filtering taxonomy in Gorgias. Vision flag-based ticket states are mapped to Gorgias status values or tags depending on the flag's function.

Vision workflow rules covering auto-assign, round-robin, auto-close, and dispatch are extracted as a written inventory with trigger conditions, action definitions, and destination platform equivalents documented. Gorgias rules and macros handle similar outcomes but use a different rule model. We do not migrate workflows as code. We deliver a rule-map document and the customer rebuilds in Gorgias.

Vision asset records linked to CI items in the CMDB migrate as supplementary records attached to the related Customer or Organization in Gorgias. Gorgias does not have a native asset management or CMDB object. We migrate the asset name, type, and key attributes as a note or custom field on the linked record and document the full asset list separately for the customer's admin to assess against any third-party asset management integration.

Vision Problem Records (available in Pro Service Desk and Enterprise tiers) track incidents linked to root-cause problems. Gorgias has no Problem object. Problem records and their incident associations migrate as a written inventory document with problem title, description, linked incident ticket IDs, root cause, and status. The customer's admin uses this to manually recreate problem linkages in Gorgias or a linked project management tool if needed.

Vision Change Request records with approval workflows and schedules have no Gorgias equivalent. Approval chain history and request metadata migrate as a written inventory document. The customer reviews and rebuilds change management workflows outside Gorgias or assesses whether a dedicated ITSM tool is required to maintain change-control compliance.