Migrate from C-Desk to Gorgias

C-Desk Tickets map directly to Gorgias Tickets as the primary record. Ticket subject maps to the ticket subject field, status maps from C-Desk open/closed states to Gorgias open/pending/resolved/closed, and priority maps to Gorgias priority. Department and location assignments from C-Desk migrate as custom ticket fields (department__c, location__c) and/or tags so that routing context is preserved. HTML-formatted notes attached to a C-Desk ticket are flagged for sanitization before insert.

C-Desk organizes articles into hierarchical topics and subtopics. Gorgias uses a flat knowledge base with categories that can be nested one level deep. We extract the full topic hierarchy and map each C-Desk topic to a Gorgias category, preserving parent-child relationships where Gorgias supports them. Deeply nested subtopics are attached to the nearest ancestor category and flagged for review.

C-Desk articles with HTML-mode body content migrate to Gorgias articles with sanitized HTML or plain-text bodies depending on formatting complexity. Articles containing embedded styles, proprietary class names, or relative links are flagged for manual post-migration review. Topic associations from C-Desk are preserved through the category mapping built in the previous step. Article publish status migrates as draft or published in Gorgias.

C-Desk user accounts with role-based access control migrate to Gorgias agents. We match by email address as the unique identifier. Custom role names in C-Desk (admin, agent, viewer variants) are mapped to Gorgias permission levels, and unmappable custom roles are flagged. If a C-Desk user has no corresponding agent account in the destination, they are placed in a reconciliation queue for the customer's admin to provision before ticket import begins.

C-Desk role definitions for ticket visibility and department access are documented as a configuration mapping. Gorgias permission levels (admin, agent) are assigned based on the closest matching C-Desk role. Multi-department access grants in C-Desk may require multiple Gorgias agent accounts or shared inbox configurations, which we document in the configuration notes for the customer's admin to implement.

C-Desk email integration rules that trigger automated ticket creation are documented as channel configuration notes. Gorgias manages channels (email, chat, SMS, voice, social) through its channel settings. We extract the inbound email address, routing rules, and acknowledgement workflow configuration and present them as a written inventory for the customer's admin to configure in Gorgias. No automated migration of email routing logic occurs.

File attachments associated with C-Desk tickets are downloaded and re-uploaded to the corresponding Gorgias ticket. We preserve filename and content type. Attachments linked to knowledge base articles migrate alongside the article. If C-Desk stores attachments in a proprietary format or non-standard location, we flag the attachment for manual recovery and note the storage path in the reconciliation report.

C-Desk departments and locations used for ticket routing are mapped to Gorgias tags and/or custom ticket fields. We preserve multi-department and multi-location metadata as tags (department:IT, location:Site-B) so that Gorgias Views can replicate the original routing logic. The customer chooses between tags and custom fields during scoping based on the Gorgias plan tier and the active field limit.

C-Desk acknowledgement workflows are documented as a written configuration inventory. Gorgias automation rules serve a different structural role, and acknowledgement workflow logic does not migrate directly. We deliver an inventory of every C-Desk acknowledgement rule with its trigger, delay, and message template for the customer to rebuild in Gorgias using macros or the automation builder.

C-Desk does not have confirmed support for custom fields based on available research. We do not migrate custom fields for this platform. If schema inspection during scoping reveals custom field support, we update the scope accordingly. Gorgias ticket fields (dropdown, number, text, yes/no, up to 25 active) are created during migration to receive the mapped C-Desk data.

C-Desk HTML-mode article content is parsed and sanitized during extraction. Embedded styles are stripped, proprietary tags replaced with standard HTML equivalents, and relative links converted to absolute URLs. Articles with simple formatting are re-inserted as sanitized HTML in Gorgias; articles with complex or nested HTML are inserted as plain text with a note flagging manual formatting review needed.

C-Desk multi-location ticket routing metadata is preserved as location tags in Gorgias. We extract every distinct location identifier from the C-Desk instance and create matching tags (location:Chicago, location:Remote). These tags are applied to migrated tickets, allowing Gorgias Views to replicate the location-based filtering that C-Desk provided natively.