Migrate from Desk365 to Gorgias

Desk365 Tickets map directly to Gorgias Tickets with Status, Priority, Created/Updated timestamps, and Assignee preserved. Desk365's Requester maps to Gorgias's Customer via email match. Custom Field values on Desk365 Tickets map to Gorgias ticket attributes or custom properties depending on field type. We flag any Custom Field that has no Gorgias equivalent for the customer to review post-migration.

Desk365 Customer records map to Gorgias Customers by email as the dedupe key. Customer name, email, company association, and portal access status migrate. Desk365's customer-facing portal login state maps to Gorgias's external customer access flags. If a Desk365 Customer record has no email address, we create the record in Gorgias with the available fields and flag it for manual review.

Desk365 Agents map to Gorgias Team Members. We resolve by email match and carry forward display name, department membership, and Admin vs. Agent role designation. Desk365 Department membership maps to Gorgias Inboxes or team routing rules depending on how the customer wants to structure channel routing in Gorgias.

Desk365 Departments with their access levels (global, department-only, agent-only) map to Gorgias Teams and Inboxes. Multiple Desk365 departments can route to a single Gorgias Team if the customer consolidates teams during migration. We preserve the full department hierarchy as a written inventory so the customer can configure Gorgias team access controls post-migration.

Desk365 Conversation records (public replies, internal notes, system-generated status changes) migrate to Gorgias as Messages and internal Notes in chronological order. The original timestamp and author Agent are preserved on each message entry. System-generated status change records migrate as internal notes so the ticket history remains complete and auditable.

Desk365 Knowledge Base Articles migrate to Gorgias Articles with title, body content, publish status, and folder structure preserved. Desk365's Agent-only visibility flag does not have a Gorgias equivalent — Agent-only articles land as Draft in Gorgias, and we flag them in the handoff inventory so the customer can review before publishing. Multi-language article versions migrate as separate Article records in Gorgias.

Desk365 SLA Policies (First Response and Resolution time targets by Priority and Business Hours) map to Gorgias SLA rules as a written inventory with thresholds. Gorgias does not have a named SLA Policy object; instead, SLA rules are configured as conditions and timers within the rules engine. We deliver a field-by-field mapping of every active Desk365 SLA Policy to a Gorgias SLA rule specification so the customer's admin configures them post-migration.

Desk365 Automation Macros (event-triggered with conditions and actions) export as structured JSON inventory documenting trigger type, conditions, field updates, assignments, and reply templates. Gorgias separates templates (macros) from rules (automation), so we split Desk365 macros into their template component and their automation component during the inventory phase. We do not migrate macros as code; the customer rebuilds them in Gorgias using the written inventory as a specification.

Desk365 flat string Tags on Tickets migrate directly to Gorgias Tags. No hierarchical or color metadata is carried over as most destination platforms do not support this. All tag values reapply to the migrated Ticket records in Gorgias.

File attachments on Desk365 Tickets and inline in conversations are downloaded from Desk365 blob storage and re-uploaded to Gorgias as Ticket Attachments. Inline images in Knowledge Base Articles migrate as Article attachments. Attachment filenames and content types are preserved. If Desk365 Premium IT Asset records are present, asset-linked files migrate as attachments on the corresponding ticket note.

Desk365 custom text, number, dropdown, date, and boolean fields on Tickets map to Gorgias ticket custom attributes or properties depending on type. Dropdown with sections fields from Desk365 map to Gorgias dropdown attributes with options. We pre-create the Gorgias custom attribute schema before import so that values populate on the correct fields. Any Desk365 Custom Field with no Gorgias equivalent is flagged in the handoff report for manual resolution.

Desk365 Premium IT Asset Management records (hardware/software assets linked to Tickets) extract as structured records. Gorgias does not have a native IT asset object. We migrate asset records as internal notes tagged with the asset identifier, linking them to the associated Ticket record. Dependencies between assets and asset-to-asset relationships are documented in the written inventory for the customer to address in a dedicated ITSM tool if needed.