Gorgias — Migration Support Overview
Role in migrations
- Staff (HD): supported as both.
- Contact (HD): supported as both.
- Ticket (HD): supported as both.
- Macro (BR): supported as both.
Field-level support migrating FROM Gorgias (Ticket)
| Field | Supported |
| Requester | Yes |
| Company | No |
| Assignee | Yes |
| Group | Yes |
| Attachments | Yes |
| Comments | Yes |
| Tags | Yes |
| Custom fields | No |
| CC | No |
| First Response Time | No |
| Created date | Yes |
| Updated date | Yes |
| Closed date | Yes |
Field-level support migrating TO Gorgias (Ticket)
| Field | Supported |
| Requester | Yes |
| Company | No |
| Assignee | Yes |
| Group | No |
| Attachments | Yes |
| Comments | Yes |
| Comment Created date | Yes |
| Comment Author | Yes |
| Tags | Yes |
| Custom fields | No |
| CC | No |
| First Response Time | No |
| Created date | Yes |
| Updated date | Yes |
| Closed date | Yes |
Field-level support migrating FROM Gorgias (Contact)
| Field | Supported |
| Tags | No |
| Custom fields | No |
| Phone | Yes |
| Notes | Yes |
Field-level support migrating TO Gorgias (Contact)
| Field | Supported |
| Tags | No |
| Custom fields | No |
| Phone | Yes |
| Notes | No |
Migration options available for Gorgias
- Migrate content translations - applies to: both (Article)
- Select records for Demo - applies to: source (Ticket)
- Inline images in tickets - applies to: source (Ticket)
- Skip ticket attachments - applies to: source (Ticket)
- Add a new tag to tickets - applies to: target (Ticket)
Gorgias — Setup & How-To Guide
For more information: https://help-desk-migration.com/help/gorgias-migration-guides/ , https://help-desk-migration.com/help/gorgias-data-migration-checklist/
How to filter data in Gorgias?
To filter data in Gorgias, navigate to Statistics > Support Performance where you can use filters for channels, agent/team, tags, date range.
How to disable rules
To ensure ticket statuses don’t change during migration, be sure to disable any active rules in Gorgias before you get started.
Go to Automation > Rules > check what rules are 'On' > disable them by toggling the switch.
Migrating to Gorgias
- There's a limit on the number of comments per ticket. Tickets with more comments than this (over 30–40) can be migrated with all messages included as a custom migration, but the Updated Date will then reflect the migration date instead of the original. The Updated Date can be corrected afterward on the already-migrated tickets (the ticket's updated time needs to be updated after the comments are created).
- Snoozed tickets: these are tickets with a date set in the snooze_datetime field, indicating when they reopen. Migrating them as Snoozed can be done as a custom migration, but only tickets with a Closed status migrate into Snoozed. The client needs to provide a future date to populate this field during migration, along with the source statuses they want migrated into Snoozed.
Migrating from Gorgias
- IDs for a custom demo are found in the ticket's URL.
- The Snoozed status isn't output by default. By default, tickets with this status migrate as Closed, since via the API these tickets are in Closed status, and Gorgias has no native "Snoozed" status on the source side — such tickets are shown as Closed with a "snoozed until" date attached. As a custom migration (~30 min), tickets with this date set can instead be migrated with a Snoozed status output to the mapping, which the client can then map.
Gorgias migration limitations
- The updated date migrates correctly. However, if a ticket with 400 comments is split into 10 separate tickets, the updated date will change. Keep in mind, this isn't entirely accurate, as we are essentially creating new tickets that didn't exist before.
- Tickets with a “Snooze” status can only be migrated via a custom method.
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