Migrate from CDESK to Gorgias

CDESK Requests map to Gorgias Tickets with a 1:1 field mapping. The Request title becomes Ticket subject, description becomes the initial ticket body, status maps to Gorgias ticket status (open, pending, resolved, closed), priority maps to Gorgias priority, and assignee resolves by email match against Gorgias User records. Created_at and updated_at timestamps preserve the original lifecycle dates. SLA deadline and SLA name fields on the CDESK Request carry forward as custom ticket fields for the customer to reapply SLA rules in Gorgias.

CDESK administrator-defined Custom Properties on Requests extract as key-value pairs and map to Gorgias custom fields on the Ticket object. We determine field type during discovery (text, number, boolean, date, dropdown) and create matching custom fields in Gorgias via the POST /api/custom-fields endpoint before importing tickets. Fields with no matching type are mapped to text and flagged in the mapping document for customer review.

CDESK enforces SLA and SLO deadlines as timestamp fields on individual Requests. The SLA name, response deadline, and resolution deadline migrate as custom fields on the Gorgias Ticket. The actual SLA rule definitions (escalation paths, business-hour calendar definitions, and notification triggers) do not export as structured data and require manual recreation in Gorgias's rules engine post-migration. We document the full SLA configuration from CDESK during discovery so the customer can rebuild equivalent rules.

Request Templates define default structures and field values for new tickets in CDESK. These are configuration artifacts, not instance data, and do not migrate as records. We enumerate every Request Template during discovery, document its default field values and conditions, and deliver the inventory so the customer's admin can recreate equivalent macros in Gorgias. This is a manual step the customer must budget for.

Regular Requests are scheduled automated ticket generation rules in CDESK. These are workflow configurations, not data records, and cannot be directly migrated. We flag their existence during discovery and advise the customer to rebuild equivalent scheduled rules using Gorgias's Rules engine or a third-party scheduling tool. Automations do not migrate as code.

Priority View is a filtering and sorting configuration in CDESK for the request list, not a data object. We preserve the priority and deadline values on each Request so the priority signal carries forward. The customer's admin recreates equivalent Views in Gorgias using ticket priority, status, and assignee filters.

CDESK Deals map to a customer-side decision point. Gorgias has no Deals or Opportunities module — it is a support platform, not a sales CRM. We flag every Deal record during discovery and offer three handling paths: (1) attach Deal data as a Note on the linked Customer record in Gorgias, (2) export Deals to a separate spreadsheet for the customer's CRM team, or (3) link Deals to an external CRM via the Gorgias integration API. The customer chooses the path during scoping. This is a known gap that teams should address before migration.

CDESK Deal-linked tasks migrate as Notes attached to the parent Deal note or as separate Notes on the linked Customer if the Deals handling path attaches Deal data to the Customer. Task completion status and cost estimates carry forward as Note body content.

File attachments on CDESK Requests migrate as binary blobs alongside their parent Ticket record in Gorgias. We preserve filenames and the attachment order. Large attachments (over 25 MB per Gorgias API limits) may require chunked transfer or separate download instructions depending on the export approach confirmed during discovery.

CDESK Request comments and internal notes map to Gorgias Ticket messages. The author resolves by email match against Gorgias User records; external customer replies map to the Customer contact. Message timestamps and public-internal flags carry forward to preserve the conversation thread structure.

CDESK users assigned as Request owners or assignees map to Gorgias User records by email match. We resolve each CDESK user to a Gorgias User during migration so OwnerId references are satisfied at insert time. Users without a matching Gorgias account go to a reconciliation queue for the customer's admin to provision before record import resumes.

CDESK Request requesters map to Gorgias Customer records. If the customer runs Shopify, we match requester email against the Shopify customer database to link the Gorgias Customer profile to the Shopify order history. Unmatched requesters create new Gorgias Customer records. Email, name, and any requester-level custom properties carry forward.