Migrate from Vorex to Gorgias

Vorex tickets migrate directly to Gorgias tickets. We map Vorex ticket status to Gorgias ticket state (open, pending, solved, closed), priority to Gorgias priority (low, normal, high, urgent), assigned technician to Gorgias agent, requester contact to Gorgias customer, and all timestamps (created_at, updated_at, first_response_at) preserving original values. Channel information from Vorex maps to Gorgias channel metadata. Public notes migrate as ticket messages; internal notes migrate as internal ticket comments. Vorex attachment URLs are re-fetched and re-uploaded as Gorgias attachment files subject to Gorgias storage limits.

Vorex client records migrate to Gorgias customer records. We map name, email, phone, and address fields to the corresponding Gorgias customer fields. The Vorex account manager assignment migrates as a customer tag or custom field in Gorgias. If the customer maintains both Client and Company records in Vorex and prefers deduplication, we merge them into a single Gorgias customer using domain or email-based matching. Active and inactive statuses are preserved; inactive clients migrate as inactive Gorgias customers for the admin to purge or activate.

Vorex company records (business name, industry, company size, primary contact link) merge into Gorgias customer records. Since Gorgias does not maintain a separate Account-Contact hierarchy like traditional CRMs, we attach the company-level fields (industry, size, billing address) to the primary contact's customer record or store them as custom fields. If the Vorex tenant uses Client and Company as distinct entities with separate records for the same entity, we deduplicate using company domain match against client email domain and create one Gorgias customer record.

Vorex projects have no direct Gorgias equivalent; we convert each project into a Gorgias ticket. The Vorex project name becomes the ticket subject, project description becomes the initial ticket message, and the assigned project manager maps to the Gorgias ticket assignee. Project budget and billing status migrate as custom fields on the ticket. Project milestones that represent discrete work stages map to ticket tags. Any QB sync flags and GL references on project financial data are stripped during transformation. Projects with corrupted date fields (identified during pre-flight re-profiling) are flagged for manual review before ticket creation.

Vorex time entries (billable hours, labor rates, owner assignment, and associated project or ticket reference) migrate as private notes attached to the relevant Gorgias customer record. The note body contains the original time entry description, duration, billing rate, and multiplier. We preserve the project and ticket lookup by resolving the Vorex project or ticket ID to the migrated Gorgias record and linking the note via the customer-level reference. If the customer requires time entries in a separate billing tool post-migration, we document the migration as a source-of-record handoff and recommend a dedicated time-tracking integration rather than embedding billing logic in the support platform.

Vorex expense records migrate as private notes on the Gorgias customer record. The note captures expense type, amount, date, and owner. We resolve the associated Vorex client or company to the migrated Gorgias customer and attach the note there. Receipt attachment references migrate as attachment links on the note where Gorgias storage permits. Expenses linked to inactive employees are flagged for the customer admin to review before import. Expenses with QB sync error flags have QB metadata stripped and are noted for manual reconciliation.

Vorex invoices carry line items, tax codes, and QB sync flags that have no equivalent object in Gorgias, which is a support platform rather than an accounting system. We export invoice headers and line items as a structured JSON export and flag all invoice records for manual reconciliation post-migration. QB-specific GL account references, external invoice IDs, and sync error flags are stripped during transformation and logged to a separate reconciliation report. The customer reconciles invoices in their target accounting platform (QuickBooks, Xero, FreshBooks, or equivalent) after migration.

Vorex user and technician records migrate to Gorgias agent accounts. Email becomes the agent username in Gorgias. We map Vorex role (admin, technician, manager) to the nearest Gorgias agent permission level, and team assignments become Gorgias team memberships. Active and inactive statuses are preserved; inactive Vorex users migrate as inactive Gorgias agents and are held in a reconciliation queue for the customer admin to decide whether to activate, deactivate, or delete them. Any Vorex users without email addresses require admin provisioning before migration resumes.

Vorex technician records (a subset of users specifically assigned to ticket handling) migrate to Gorgias agents with the same mapping logic as User records. Technician-specific fields including certification tags, service categories, and schedule availability migrate as Gorgias agent tags or are noted for manual configuration. Vortex team assignments map to Gorgias team memberships to preserve routing logic. A technician's historical ticket assignment in Vorex is preserved in the migrated ticket record in Gorgias.

Vorex custom fields on tickets and clients are mapped to Gorgias custom ticket fields and customer fields. The V2 API exposes custom fields inconsistently across tenants, appearing either as flat key-value pairs or nested under a custom_properties object; we normalize both formats before mapping. Field data types are matched to Gorgias field types (text, number, date, select, multi-select). Fields that have no compatible Gorgias type are logged to a gap report for the customer admin to evaluate as custom field creation or configuration adjustments in Gorgias Settings.

Ticket and project attachments are referenced by URL in the Vorex V2 API rather than streamed as binary data. We re-fetch attachment URLs and re-upload them as Gorgias attachment files on the migrated ticket or customer note. If the resulting attachment count exceeds Gorgias storage limits, we prioritize ticket attachments and log project attachments to a separate download manifest for the customer admin to re-upload manually. Image attachments in standard formats (PNG, JPG, PDF) migrate successfully; non-standard formats are flagged for manual review.

Project date fields in Vorex are documented as unreliable, with Capterra reviews specifically calling out project schedule and timeline failures. We re-profile every project date before migration, flagging any record where start_date exceeds end_date, where date fields are null on active projects, or where dates fall in the future beyond a reasonable project horizon. Valid dates migrate as Gorgias custom date fields on the ticket created from the project. Records with date corruption are held in a date-reconciliation queue and resolved before the project-to-ticket conversion phase.