Migrate from BoldDesk to Gorgias

BoldDesk Tickets migrate directly to Gorgias Tickets. The conversation history (all customer and agent messages) transfers as ticket comments in chronological order. Status, priority, and assignee map from BoldDesk status and priority labels to Gorgias status and user assignment. We preserve BoldDesk tags on tickets and re-apply them in Gorgias after migration. Any BoldDesk custom ticket fields must be pre-created in Gorgias with matching field types before migration; we coordinate schema pre-creation during the discovery phase.

BoldDesk Contacts map to Gorgias Customers. The BoldDesk email field is the primary dedupe key; we resolve duplicate customers by email match and consolidate if the same email appears across multiple BoldDesk contact records. BoldDesk contact organization data maps to Gorgias customer attributes. Any BoldDesk custom Contact fields must be pre-created in Gorgias Customer Fields with matching types (text, dropdown, boolean) before migration begins.

BoldDesk Contact Groups migrate to Gorgias Segments, preserving group membership lists and any group-level custom field values. Segments in Gorgias are used for customer filtering and routing. We maintain the full membership roster during migration so that segment-based rules in Gorgias Rules function immediately post-migration.

BoldDesk Agent records map to Gorgias Users. We export agent profiles (name, email, role) and map role assignments to Gorgias permission structures. BoldDesk's role and permission model differs from Gorgias; we flag any custom roles requiring manual reconstruction in the destination. The customer provisions Gorgias User accounts with matching email addresses before migration so that ticket assignments resolve correctly.

BoldDesk KB Articles migrate as Gorgias Articles with HTML content body, title, and category assignments preserved. We download article body content as HTML and upload to Gorgias. Embedded images and media references are exported as binary attachments and re-uploaded to Gorgias with original filenames and content types preserved. A post-migration content review pass is standard to verify that embedded media and layout elements render correctly in Gorgias's article viewer.

BoldDesk KB Categories form a hierarchical folder structure that migrates to Gorgias Article Categories. We preserve the full category tree and re-create it in Gorgias before article migration, then re-link migrated articles to their corresponding category paths. This ensures the knowledge base organization mirrors the BoldDesk source immediately upon completion.

BoldDesk custom fields on Tickets, Contacts, Agents, and Contact Groups require pre-creation in Gorgias before migration. We enumerate all active custom fields during discovery, capture field type (text, dropdown, date, number, boolean), dropdown option values, and any conditional visibility rules. Custom field types are mapped to Gorgias equivalents: BoldDesk dropdown becomes Gorgias dropdown with matching options pre-created. We coordinate schema creation in Gorgias during the discovery and sandbox phases so that the destination fields exist before any data migration begins.

BoldDesk Canned Responses migrate to Gorgias Macros. We export full template text, subject lines, and folder structure. Note: Gorgias macros support reply text and subject but do not natively carry field mutation actions or group assignment logic. Any BoldDesk canned response linked to a workflow that updates fields, assigns groups, or triggers side effects must be rebuilt as a Gorgias Rule with the equivalent actions manually added post-migration.

BoldDesk Workflow definitions (ticket routing rules, SLA policies, time triggers, escalation chains) export as structured JSON during discovery. Gorgias Rules are event-triggered automations but do not accept migrated workflow definitions directly. We deliver a written inventory of every active BoldDesk workflow with its trigger conditions, actions, and SLA parameters mapped to a Gorgias Rule equivalent. The customer's admin rebuilds these in Gorgias Rules post-migration.

BoldDesk Tags migrate to Gorgias Tags, preserving all tag names and their associations to Tickets and Customers. We re-link migrated tags to the corresponding Tickets and Customers in Gorgias. Tag taxonomy is preserved as-is; the customer may choose to consolidate or rename tags during the migration cleanup phase.

BoldDesk file attachments on Tickets and Knowledge Base Articles migrate as binary files in Gorgias. We download attachment content, preserve original filenames and content types, and upload to Gorgias linked to the corresponding Ticket or Article. Large attachment batches are chunked to avoid source API rate limits. BoldDesk's file size limits apply on the source side; we flag any attachments exceeding Gorgias upload limits during discovery.

BoldDesk Reports and Dashboards are runtime-generated from underlying ticket and agent data and are not stored as transferable records. We export the raw ticket and agent data that powers BoldDesk reports so that equivalent reports can be built in Gorgias's analytics module. The customer or a Gorgias implementation partner rebuilds report definitions post-migration based on the migrated data. We provide a data export of all ticket metrics, agent activity, and SLA performance from BoldDesk as the source dataset.