Migrate from Deepser to Gorgias

Deepser Service Requests map directly to Gorgias Tickets. We extract Service Request fields including priority, status, category, assigned agent, requester Customer, created timestamp, and updated timestamp from the grid export. Deepser priority values (Low, Medium, High, Critical) map to Gorgias ticket priority or tag taxonomy depending on the customer's preference. The Deepser requester Customer becomes the Gorgias Customer record linked to the ticket. Deepser ticket descriptions and internal notes migrate as ticket messages in Gorgias. Notes on status transitions migrate as internal ticket notes.

Deepser Change Requests follow the same schema as Service Requests but carry a change-type classification (Standard, Minor, Major, Emergency). Since Gorgias has no native change request object, we map Change Requests to Tickets with a custom tag or custom field capturing the change-type value. We create a Gorgias ticket-level custom field of type text or select called change_type__c to preserve this classification. Deepser approval status and approval chain details are documented separately as a workflow item for the customer's admin to evaluate for rebuilding as a Gorgias macro or rule.

Deepser Customer records migrate to Gorgias Customer. We extract full contact card data including name, email, phone, company association, language, timezone, and any custom fields defined on the Customer module. The Deepser Company linkage migrates as a Gorgias Customer company association if Gorgias' company feature is activated on the target plan. Customers without email addresses present a challenge: Gorgias requires an email for Customer record creation, so we flag customers with missing email during scoping and assign a placeholder domain or skip based on the customer's preference.

Deepser Companies function as organizational parent records for Customers. In Gorgias, the company association lives as a linked field on the Customer record rather than a standalone Company object. We extract Deepser Company names and map them to the Gorgias Customer company field. If the customer wants a standalone company record in Gorgias, we recommend activating Gorgias' customer company feature and creating a separate company object by exporting Companies first and creating them before Customers so that the company reference resolves correctly.

Deepser Agent records migrate to Gorgias Agent accounts. We extract Agent name, email, role, team assignment, and active/inactive status. Deepser's minimum 3-agent requirement does not apply in Gorgias, so teams migrating with fewer than 3 agents will have no seat minimum in the destination. We match Deepser agents to Gorgias agents by email. Any Deepser Agent without a corresponding Gorgias account goes to a reconciliation queue for the customer's admin to provision before ticket import begins, since tickets require an assigned agent.

Deepser IT Assets have no direct Gorgias equivalent. Gorgias does not include an ITAM module. During scoping, we identify the customer's priority IT Asset fields (serial number, asset type, assigned user, lifecycle status) and map them to Gorgias Customer custom fields if the asset is tracked against the requester, or to Ticket custom fields if the asset is ticket-linked. Asset type and lifecycle status become text or select custom fields on the relevant object. We do not migrate the full IT Asset record as a standalone object.

Deepser custom fields defined on Tickets and Customers migrate to Gorgias custom fields on the corresponding object. Gorgias supports boolean, number, and text custom field types. We map Deepser field types to the nearest Gorgias equivalent. Deepser custom fields on IT Assets migrate to Customer or Ticket custom fields as noted above. We create the custom field schema in Gorgias before any data import using the Gorgias API or admin UI. Custom field priority ordering migrates to the Gorgias priority integer field if needed.

Deepser Knowledge Base articles with their categories, content body, and attachment references migrate to Gorgias Help Center articles. We extract article text and metadata from the grid export and create articles in Gorgias using the Help Center API. Article categories map to Gorgias Help Center categories. Articles linked to specific tickets in Deepser do not carry that linkage into Gorgias; the article references are documented separately for the customer's admin to relink post-migration if needed.

Deepser ITIL Workflows include approval gates, automated task assignments, conditional routing, and SLA timers that have no structural equivalent in Gorgias. We do not migrate workflows as code. We extract every Deepser workflow step type, trigger condition, assignee rule, and approval chain and document them in a written inventory with a recommended Gorgias Rules or Macro equivalent. The customer's admin rebuilds the logic in Gorgias Rules using trigger conditions, tag assignments, and saved reply macros. Workflows that include SLA definitions are documented as Gorgias SLA rules to be configured in the Gorgias admin settings.

Deepser billing modules (line items, worklogs, movements, operations) track time-based billing entries linked to tickets and assets. Gorgias does not have a billing or worklog object. We do not migrate Deepser billing records. If the customer requires billing history for reporting, we recommend exporting the billing data as a separate XLSX from Deepser and storing it as a reference document outside the Gorgias instance.

Deepser report definitions and dashboard layouts are not exportable through any mechanism. We do not migrate them. We recommend exporting the underlying data from Deepser as XLSX before migration so that the customer has the raw data needed to rebuild reports in Gorgias' analytics module or in an external BI tool. We document which Deepser modules and filters were used to generate the source data for each report so the rebuild is traceable.

Deepser ships with native integrations for Microsoft Teams, NinjaOne RMM, and Datto RMM. These are configuration-based connections rather than data objects, and they do not have Gorgias equivalents in most cases. We document the active integration configurations (channels, notification settings, connected accounts) in the migration scope document. The customer configures new integrations post-migration based on the documented settings. Gorgias supports integrations with Shopify, Klaviyo, Yotpo, and other ecommerce tools, which are documented as separate integration setup tasks.