Migrate from ChannelReply to Gorgias

ChannelReply maps each incoming marketplace message into a helpdesk ticket that inherits the message body and threads subsequent replies. We export tickets from the connected helpdesk (Zendesk, Freshdesk, or whichever platform ChannelReply feeds) preserving the full thread chain, ticket status, priority, and assignee. The ChannelReply origin tag identifying the marketplace channel (Amazon, eBay, Walmart) is preserved as a Gorgias tag so agents can filter by channel post-migration. Tickets without a corresponding customer email in Gorgias are held for customer record resolution before import.

Individual messages from Amazon MWS/SP-API, eBay, Walmart, Etsy, Back Market, Newegg, and WooCommerce are the atomic unit ChannelReply delivers. We capture the complete message log per ticket, including the original customer message, agent replies, and internal notes. Note that Shopify messages arrive via email routing rather than ChannelReply's API and carry no ChannelReply marketplace metadata; we treat these as standard email-to-ticket records in Gorgias with the Shopify channel tag applied post-import if identifiable from the email domain.

ChannelReply pushes order-level data into helpdesk custom fields: Item Title, Order ID, Order Status, Order Total, Customer Name, Shipping Address, Buyer Location, SKU, Shipping Fee, Payment Method. In Gorgias, this data appears in the native ecommerce sidebar using Gorgias's own order data retrieval (connected via the Shopify or marketplace integration). We do not transfer ChannelReply's custom field values directly into Gorgias custom fields; instead, we document the full list of ChannelReply custom fields used per marketplace so the customer's admin can configure equivalent Gorgias sidebar displays. The transformation is a configuration map, not a direct field write.

ChannelReply applies marketplace-specific tags to tickets to indicate channel source. We preserve these tags during migration and remap them to Gorgias's tag taxonomy. Tags like Amazon, eBay, Walmart, Etsy, Shopify, Back Market, Newegg carry over directly. Tags applied for internal routing or SLA tracking are preserved and flagged as candidates for Gorgias Rule-based automations rebuild.

Each connected marketplace account (Amazon seller account, eBay account, Walmart account) is a ChannelReply configuration unit with API credentials stored by ChannelReply. These credentials cannot be exported programmatically. We deliver a marketplace reconnection checklist specifying the required permissions and scopes for each platform (Amazon SP-API, eBay OAuth, Walmart Connector, Etsy API, Back Market API) so the customer's admin can re-authenticate each account directly in Gorgias. The checklist is ordered by marketplace priority to minimize agent-facing disruption during cutover.

ChannelReply distinguishes between customer messages and system notifications, some of which are paid and count toward the monthly message limit. We audit the customer's active notification settings in ChannelReply and produce a written inventory of every enabled notification, its purpose, and its Gorgias Rule-based automation equivalent. eBay and Back Market notifications that count by default are explicitly called out. The inventory document allows the admin to configure equivalent automations in Gorgias to trigger on specific ticket events rather than relying on ChannelReply's notification engine.

ChannelReply stores per-marketplace and per-account agent signatures. These are exported as configuration data from the connected helpdesk and documented per agent per marketplace. We do not write signatures directly into Gorgias; the customer's admin re-enters them manually in Gorgias Settings > Signatures. We provide a per-agent signature map so nothing is lost during manual re-entry.

ChannelReply enriches each ticket with structured buyer and order data fields sourced from marketplace APIs. This data lives as custom field values attached to tickets in the connected helpdesk. In Gorgias, buyer data (customer name, email, shipping address) maps to the Customer object, while order data (order ID, status, total, SKU) maps to the Order object linked to the Customer. We document the field-level mapping for each marketplace so the admin can verify the Gorgias sidebar pulls the correct data post-integration reconnect.

ChannelReply records in-ticket action history: Amazon Mark as No Response, eBay Resolution Center case IDs, Etsy shipping uploads, cancellations, and refunds. These action logs appear in the ticket activity timeline in the connected helpdesk. We preserve the full activity log entries as Gorgias Ticket events. Note that the actual refund, cancellation, or Resolution Center action must be completed in the marketplace itself post-migration; Gorgias handles these through its own action panel once marketplace credentials are reconnected.

ChannelReply has no separate user directory; agent identity and assignments are sourced from the connected helpdesk. We export agent user records (name, email, role, group assignments) from the helpdesk and map them to Gorgias User accounts. We match by email address. Any ChannelReply agent without a matching Gorgias User goes to a reconciliation queue for the admin to provision before record migration resumes.

ChannelReply threads customer messages and agent replies into a single chronological conversation view. Gorgias threads natively from its own integration. When migrating from the connected helpdesk into Gorgias, we preserve thread integrity by maintaining message ordering (created_at timestamp) and parent-child relationships so agents see the full conversation history without duplication. Internal notes and public replies are distinguished by their message type field.

ChannelReply maintains integration settings per connected helpdesk (the domain URL, authentication state, active marketplace toggles). When migrating to Gorgias, the ChannelReply integration settings become irrelevant because Gorgias connects directly to each marketplace. We produce a ChannelReply Integration Settings Export documenting the current configuration state (active marketplaces, helpdesk domain, notification settings) so the customer's admin can use it as a reference checklist when setting up Gorgias Marketplace Integrations from scratch. This is a documentation-only deliverable; no settings transfer as code.