Migration Guide for SaaS Companies
Converge Team
Part of the Gorgias migration guide
SaaS-specific migration guide for moving from Gorgias, covering ticket workflows and integrations.
SaaS Company Migration from Gorgias
Gorgias is purpose-built for ecommerce — its Shopify/BigCommerce integrations, order management sidebar, and revenue tracking are designed for online retail. If you're a SaaS company using Gorgias, you're paying for ecommerce features you don't use while lacking channels your developer and product-focused customers prefer.
Why SaaS Companies Outgrow Gorgias
Gorgias's ticket-based pricing punishes high-volume SaaS support. A B2B SaaS with 1,500 monthly support tickets on the Pro plan: $300 base + $0 overage (within 2K limit). But add AI automation at 400 resolutions: $300 + $360 = $660/month. As your user base grows, ticket volume scales linearly — and so does your Gorgias bill. Meanwhile, the Shopify sidebar, order management, and revenue statistics you're paying for sit unused.
Channels SaaS Customers Actually Use
SaaS customers — especially developer tools, crypto/Web3, gaming, and community-driven products — communicate through Discord and Telegram. Gorgias supports neither. If your SaaS has an active Discord community where users report bugs and ask questions, those conversations exist entirely outside Gorgias. A platform with native Discord and Telegram support consolidates these into your unified inbox alongside email and chat.
SLA and Routing for Technical Support
Gorgias's automation Rules are powerful but designed around ecommerce intents (order status, return requests, shipping questions). SaaS support needs routing by technical complexity: tier-1 general questions, tier-2 technical troubleshooting, tier-3 engineering escalations. Recreate this with your new platform's auto-routing (round-robin or load-balanced), tags for issue categorization, and SLA policies with per-priority response targets (urgent bugs vs feature requests vs general questions).
API and Widget Considerations
If your SaaS product embeds the Gorgias chat widget with user identification (passing logged-in user data to the widget), you'll need to update that integration code. Most messaging platforms offer similar widget APIs for identifying users and passing custom data. The new widget's beacon tracking and event API can capture product usage context alongside support conversations — useful for understanding which features trigger support requests.
Migration timeline for SaaS: Budget 2-5 days. The channel migration is fast — connecting email, chat, and new channels like Discord takes hours. The time investment is in recreating your Gorgias Rules as auto-routing and auto-reply configurations, and updating any API integrations between your product and the helpdesk.
Need the full migration guide?
This page covers migration guide for saas companies specifically. For the complete step-by-step migration process:
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