Migrate from Deskero to Gorgias

Deskero Tickets map to Gorgias Tickets using subject, status, priority, assignee, created date, and updated date. Thread history (customer messages and agent responses) migrates as message records within the ticket. We map channel origin (web, email, chat, social) to Gorgias via field where available; if not available in the Deskero export, we set via based on the channel identifier in the thread data. Deskero ticket ID is stored in Gorgias external_id for reconciliation.

Deskero Customer records map to Gorgias Customer with name, email, phone, and company associations. Preferred Client flags migrate as a boolean custom field preferred_client__c on the Customer object. We resolve duplicate customers by email during import so that tickets referencing the same customer attach to a single Gorgias Customer record rather than creating duplicates.

Deskero KB articles map to Gorgias Articles. The admin-panel KB export from Deskero may not include category hierarchy, view counts, or article metadata in machine-readable form. We request a sample export during scoping, assess what metadata is available, and rebuild the Gorgias category structure (top-level categories, subcategories, article positions) manually from the exported content. Article body, title, publish status, and author migrate where present in the export.

Deskero Canned Answers map to Gorgias Macros. Template name, content, and category grouping transfer. Gorgias Macros support reply text and field updates; if the Deskero canned answer includes field-setting logic rather than pure text, we flag it as a candidate for Gorgias Macro rebuild post-migration because Macros can only be agent-executed in Gorgias, not auto-applied without a trigger condition.

Deskero tags applied across tickets and customers map directly to Gorgias Tags. Tag strings and their associations to ticket and customer records are preserved during import. Tag count and distribution are audited in the reconciliation report.

Deskero custom fields on the Ticket object map to Gorgias custom fields with object_type = Ticket. We pre-create the destination custom field in Gorgias (label, managed_type, required flag) before the migration import pass. Deskero field data types (string, number, boolean, date, select) map to Gorgias managed field types (text, number, boolean, date, select/multi-select) at the managed type level.

Deskero custom fields on the Customer object map to Gorgias custom fields with object_type = Customer. These are separate from ticket custom fields and handled in a distinct import pass after Customer records are created. The customer chooses whether to include both Ticket and Customer custom field sets based on active usage during scoping.

Deskero social monitoring creates standalone mention records that may or may not be linked to a support ticket. Gorgias has no equivalent standalone mention object; social channels are handled as message channels linked to existing tickets or customers. We flag unlinked Deskero mentions during scoping and ask the customer to decide: import as standalone notes attached to the related customer record, merge into existing tickets as messages, or exclude from migration scope. This decision must be resolved before migration begins.

Deskero agents map to Gorgias Users by email match. We extract all distinct agent email addresses from ticket assignee and canned answer author fields and match them against the destination Gorgias account's user list. Any agent without a matching Gorgias User is held in a reconciliation queue for the customer's admin to provision before the record import phase begins.

Deskero workflow rules, SLA settings, escalation logic, and ticket state customizations are platform-level configuration rather than record data. They cannot be exported as structured data. We do not migrate them. We deliver a written inventory of every active Deskero workflow and its trigger conditions, actions, and recommended Gorgias equivalent (trigger, automation, or SLA policy) for the customer's admin to rebuild in Gorgias settings.

Ticket attachments and inline images migrate as Gorgias attachments linked to the relevant ticket message. We assess attachment file types and total volume during scoping. Large attachment sets (over 10 GB combined) may require a separate file transfer pass with pre-signed URL delivery.

Deskero companies associated with Customer records map to the company field on Gorgias Customer. If Deskero uses a separate Company object with a one-to-many relationship to Customers, we flatten the company name into the Customer.company field in Gorgias rather than creating a separate Company object, since Gorgias does not have an equivalent standalone Company object separate from Customer.