Migrate from ClickDesk to Gorgias

ClickDesk helpdesk tickets map directly to Gorgias Tickets. We preserve subject, description, status (Open, Pending, Resolved, Archived), priority (Low, Medium, High, Urgent), and agent assignment from ClickDesk. The ClickDesk ticket ID is stored as a custom external_id field in Gorgias for reconciliation and cross-reference. ClickDesk's offline message tickets (submitted when no agents are online) map with Offline as the channel source and their original creation timestamps preserved. Status mapping: ClickDesk Open and Pending map to Gorgias Open; ClickDesk Resolved maps to Gorgias Solved; ClickDesk Closed archives in Gorgias.

ClickDesk live chat sessions are conversation threads with visitor info, agent name, message timestamps, and message content. Short single-session chats migrate as a series of Ticket messages on a newly created Gorgias Ticket, with the chat start time as ticket creation and each chat message as a separate message record. Multi-visit sessions that span days or weeks create a Gorgias Ticket per session, preserving thread context. Visitor email and name from ClickDesk chat header are added as the Gorgias Ticket requester (Customer).

ClickDesk agent profiles (name, email, department, online/offline status) map to Gorgias Users. We resolve agents by email match. ClickDesk role and permission levels (Admin, Agent) map to Gorgias permission groups: ClickDesk Admin maps to Gorgias Admin; ClickDesk Agent maps to Gorgias Agent. Any ClickDesk agent without a matching email in the destination requires manual provisioning before record import resumes. Online/offline status does not persist post-migration — agents start as available in Gorgias.

ClickDesk Departments (e.g., Sales, Support, Billing) route chats and tickets to specific agent groups. We create corresponding Gorgias Teams for each department and map agent assignments accordingly. Routing rules and department-level SLA settings from ClickDesk have no direct Gorgias equivalent and are documented in the migration handoff as a checklist item for the customer's admin to configure in Gorgias Team settings post-migration.

ClickDesk canned responses are short text snippets with category labels. Gorgias Macros are templates that can include text, shortcodes, and actions (assign, change status, add tag). We export ClickDesk canned responses as a structured list with their category, body text, and any variables. The customer recreates these as Gorgias Macros — the template syntax differs, so this is a documented mapping guide, not an automated import. We do not migrate canned response usage statistics.

ClickDesk social toolbar pulls Facebook and Twitter/X messages into the same inbox. We map these to Gorgias Tickets using the social channel as the source (Facebook, Twitter, Instagram). The original social platform and message source are stored as ticket properties. If Gorgias has the Facebook Messenger or Instagram integration enabled, social messages land in their native channel views; otherwise they arrive as Tickets with the channel tag set. We flag the channel source as a custom property on every migrated social record.

ClickDesk voice calls are embedded browser telephony with call records in chat history (duration, direction, agent, timestamp). We map these to Gorgias as external call references attached to the related Ticket or Customer. If the customer uses a phone integration in Gorgias (Aircall, Twilio), we preserve call metadata and note the integration as a post-migration configuration step. Standalone call records with no associated ticket become Notes on the Customer record.

ClickDesk visitor and chat tags are flat label strings used for segmentation. We export them as a label array and map directly to Gorgias Tags on the corresponding Ticket or Customer. Tags used for chat quality monitoring or routing intent classification are documented separately so the customer can configure equivalent routing rules in Gorgias using Tags as the trigger condition.

ClickDesk offline messages are submitted by visitors when no agents are online and queued for next-business-day follow-up. We treat these as Gorgias Tickets with the channel set to Offline Message and the original submission timestamp preserved. If the offline message included an email address, that address becomes the Ticket requester; otherwise the message is created as an anonymous Ticket for admin assignment.

ClickDesk provides basic reporting (chat volume, average response times, agent handle times, satisfaction scores) viewable in the dashboard but with no export endpoint. Historical analytics must be manually screen-captured or noted before migration. We flag reporting gaps explicitly in the migration summary and recommend exporting any business-critical metrics now. Post-migration, Gorgias analytics provide equivalent metrics from the point of cutover forward.

ClickDesk chat widget settings (visual theme, trigger rules, proactive message content, offline form configuration) are stored in ClickDesk's configuration system with no export mechanism. We provide a widget-recreation checklist as part of the migration handoff package, detailing each widget setting found in the ClickDesk dashboard so that the customer's admin can reconfigure the Gorgias chat widget to match. The proactive message content maps to Gorgias automation rules that trigger based on page URL or time-on-site.

ClickDesk visitor profiles include name, email, and tags from chat sessions. We create Gorgias Customer records from visitor email, mapping the name and preserving any ClickDesk tags as Gorgias Tags on the Customer. Phone numbers from VoIP call records attach to the Customer. Customer profiles created across multiple chat sessions merge by email into a single Customer record in Gorgias. Customer timezone and language from ClickDesk map to the corresponding Gorgias Customer fields where present.