Migrate from Aritic Desk to Gorgias

Aritic Desk tickets map to Gorgias tickets with ticket ID, subject, description, status (Open/Closed/Pending), priority, type, channel source, created/updated timestamps, and internal notes preserved. We extract custom ticket fields and map them to Gorgias custom fields on the Ticket object using the GET /api/custom-fields endpoint with object_type=Ticket. Any Aritic custom fields without a Gorgias equivalent are flagged for the customer to configure post-migration. Agent assignment resolves by email match against Gorgias agent accounts.

Aritic Desk customer records (name, email, phone, company, address, lifecycle timestamps, tags) map directly to Gorgias customer records. We extract any customer-specific properties and tags, preserving tag character encoding. Customer-to-ticket associations are maintained via the customer_id reference on migrated tickets. Custom fields on Customer objects migrate using Gorgias GET /api/custom-fields with object_type=Customer. Deleted or inactive Aritic customers are flagged for customer review before import.

Aritic Desk Organization records (name, domain, industry, size tier, owner) merge into the Customer company field in Gorgias, which does not have a separate Organization object. The link between Customer and Organization is preserved by populating the company field on each merged Customer record. If multiple Aritic Organizations share the same domain, they merge into a single Gorgias customer entry with the domain preserved in the customer's external_id field for reference.

Aritic Desk agent profiles (name, email, role, department, active/inactive status) map to Gorgias agent accounts. We resolve agents by email match and flag any Aritic agent without a matching Gorgias account for the customer to provision before migration. Custom permission profiles are documented as metadata for manual reconfiguration in Gorgias admin. Agents marked inactive in Aritic Desk are imported as inactive in Gorgias to preserve historical assignment on tickets.

Aritic Desk KB Categories migrate to Gorgias knowledge base categories. The category hierarchy is preserved as a flat or nested structure depending on the destination configuration. We document the full category tree before migration so the customer can choose how to map multi-level hierarchies into Gorgias's structure.

Aritic Desk KB Sections migrate to Gorgias KB sections, maintaining their parent-child relationship with Categories. Sections containing articles are imported after their parent Category exists in Gorgias to satisfy any foreign key or ordering constraints. The section order within each category is preserved by setting a sort_order field if the destination supports it.

Aritic Desk KB Articles migrate with title, body content, author, creation date, and publish status. We extract article body content and strip Aritic-specific dynamic tokens ({{ticket.customer_name}}, conditional content blocks) that will not resolve in Gorgias. Each affected article is flagged with the original token sequence preserved in an article note field so the customer's knowledge base team can review and repopulate personalization using Gorgias's variable system. Published status migrates; draft articles are imported as draft.

Aritic Desk macros are text response templates with dynamic placeholders. We extract macro content as plain-text templates and flag every macro containing Aritic-specific tokens ({{ticket.customer_name}}, {{ticket.id}}, {{ticket.agent_name}}). These tokens do not resolve in Gorgias because Gorgias uses different variable syntax. The customer's team rebuilds macros in Gorgias using Gorgias's own placeholder system (e.g., {{customer.name}}, {{ticket.id}}). Macros without dynamic tokens migrate as static templates.

Aritic Desk SLA policies (first response time, resolution time, business hours definitions) are extracted as structured metadata. We do not migrate SLA enforcement logic because SLA enforcement in Gorgias is configured through Gorgias's own SLA policy builder. We deliver a written SLA inventory mapping each Aritic SLA to its Gorgias equivalent with the applicable SLA tier, business hours, and target times documented for manual reconfiguration.

Aritic Desk business rules (automated ticket routing, priority escalation) and triggers (event-driven conditions) are documented as structured metadata. We extract the trigger conditions, actions, and Aritic-specific field dependencies. These do not migrate as executable rules because Gorgias uses a different automation engine. We deliver a written automation inventory with each Aritic rule mapped to a recommended Gorgias automation pattern for the customer's admin to rebuild post-migration.

Aritic Desk CSAT scores and survey responses link to ticket records. We preserve the rating value, respondent email, and ticket reference. Gorgias uses its own CSAT survey model; we map response values to Gorgias's satisfaction rating format and flag any responses that require format conversion. If the destination has a different survey schema, responses land as custom ticket fields with a csat_source=Aritic flag.

File attachments on tickets and KB articles are extracted and uploaded to Gorgias storage. We flag files exceeding Gorgias's size limit or unsupported file types for manual handling. Inline images embedded in ticket descriptions or KB article bodies migrate as separate attachments and are re-embedded with updated URLs post-migration.