Migrate from DeskDirector to Gorgias

DeskDirector Tickets map directly to Gorgias Tickets. We preserve ticket subject, body (as HTML), status, priority, requester (Contact), assignee (Agent/User), created_at and updated_at timestamps, and Tags as string arrays. The 6-month stale-ticket culling rule means tickets older than 6 months with no update activity are not surfaced in DeskDirector's API; we detect these during export and flag them explicitly so the customer can decide whether to manually patch the last-update timestamp in DeskDirector before export or accept them as excluded from migration scope. Board assignment is preserved as a tag for routing reference; it does not map to a Gorgias board because Gorgias has no board concept.

DeskDirector Contacts map to Gorgias Customers. Email address is the primary dedupe key. DeskDirector's VIP flag maps to a Gorgias tag vip_contact; the Approval flag maps to approval_required; Invoice access permission maps to invoice_access. These are stored as tags on the Customer record. If the contact is associated with multiple DeskDirector companies, we create one Gorgias Customer per email and note the multi-company association for manual reconciliation in Gorgias' customer detail view.

DeskDirector Companies map to Gorgias Customer organization records. The company name becomes the customer name, and the primary domain becomes the website field. AD SID and Email Domain fields from DeskDirector are preserved in the Notes field of the Gorgias Customer record because Gorgias has no SID or domain-routing field. If the customer requires AD auto-login in Gorgias, the SID must be re-registered in Gorgias' own SSO configuration, which is outside migration scope.

DeskDirector Boards act as independent ticket queues with per-Contact access permissions. Gorgias has no board object; tickets route to Teams or Inboxes by rules. We export the Board-to-Contact access map and the Board-to-Agent assignment map as a configuration document. The customer's admin uses this document to configure Gorgias Teams and routing automations post-migration. Board names are preserved as tags on migrated tickets so that routing can be manually enforced if Teams alone do not replicate the board scoping.

DeskDirector Agents map to Gorgias Users. We resolve agents by email match. DeskDirector board-restricted agents are noted in the agent export; the customer's admin configures Team membership and inbox access in Gorgias based on the exported board restriction map. Chat presence status is not migratable because it is a live runtime state with no historical API endpoint.

DeskDirector SLA configurations (response time, resolution time, priority-to-target mappings, business hours) are tied to Boards and defined in the Admin Portal. Gorgias has no native SLA object; SLA targets are managed via Help Center settings or third-party integrations. We export SLA configurations as a structured JSON document with each policy's name, board association, priority thresholds, and target minutes. The customer's admin uses this document to configure equivalent SLA rules in Gorgias or a compatible SLA tool.

DeskDirector Knowledge Base articles and category hierarchy export as markdown and structured JSON. We import articles into Gorgias Help Center by category, preserving title, body, and category assignment. AI Assistant rule configurations that reference KB articles are not migratable because they are tenant-specific bespoke tool definitions with no public API. We flag their existence in the migration inventory document.

Tags on DeskDirector Tickets and Companies migrate 1:1 as string arrays on the corresponding Gorgias Ticket or Customer record. Tags are a flat string-keyed label system in both platforms with no structural transformation required.

DeskDirector Dynamic Forms with conditional logic export as configuration JSON. Gorgias has no form builder with conditional logic equivalent; the forms do not migrate as functional records. We deliver the exported form JSON and recommend rebuilding as Gorgias macros for common response patterns or Help Center articles for self-service pre-triage. The customer decides rebuild scope during scoping.

Ticket attachments are referenced via URL in DeskDirector. We preserve the URL reference on the migrated Gorgias Ticket. If attachments are stored in DeskDirector's blob storage, the destination URL will break after cutover unless the customer migrates blob storage independently. We flag this dependency explicitly and recommend the customer confirm blob migration or document attachment URLs as read-only historical links.

Chat sessions in DeskDirector are ephemeral session records in the Chat Session Manager with no documented API endpoint for historical transcripts. Chat history does not migrate. We flag this as a non-migratable object and recommend customers export any required chat logs manually via DeskDirector's UI before the cutover window if regulatory or audit requirements demand preservation.

DeskDirector Custom Tools for AI Assistants are bespoke tenant-specific integrations referencing internal endpoints. They are not covered by the public API and are not migratable. We flag their existence in the migration inventory document with the tool name, endpoint reference, and logic summary for the customer's admin to evaluate rebuilding in Gorgias' AI context or as a separate integration.

DeskDirector CSV reporting exports (VIP/Approval/Invoicing permission reports, Domain SID lists, Email Domain data) are point-in-time exports preserved as-is in the migration deliverable. These are not live records and do not sync post-migration; the customer uses them as reference documents for permission reconstruction in Gorgias.