Migrate from Deskhero to Gorgias

Deskhero Tickets map directly to Gorgias Tickets with subject, status, priority, created_datetime, and updated_datetime preserved. Custom ticket fields migrate as key-value pairs in Gorgias meta field or as mapped custom fields if the customer pre-configures them in Gorgias. Conversation threads migrate as messages linked to the ticket.

Deskhero Conversation messages map to Gorgias Message records with authorship (agent vs customer), timestamp, body content, attachment references, and internal/external flag preserved. Message ordering is maintained by created_datetime. Deskhero internal notes map to Gorgias private messages (via_channel = internal).

Deskhero KB articles map to Gorgias Articles with section content, category assignments, and attachment references preserved. Article URLs are mapped as-is but internal links do not auto-update post-migration; we flag the full link inventory for manual URL correction. PDF, DOCX, and PPTX attachments migrate as file references.

Deskhero customer records (including Shopify-synced customer data) map to Gorgias Customer objects by email as the primary dedupe key. Shopify customer ID migrates as a custom field (external_id) to preserve the association. Customer language and timezone map to Gorgias customer attributes. Phone and address fields migrate directly.

Deskhero Agents map to Gorgias Agents by email match. Active and inactive status migrates; inactive Deskhero agents become inactive Gorgias agents. We map Deskhero Groups to Gorgias Teams (agent-to-team membership preserved) and document any permissions that do not have a direct Gorgias equivalent for admin to configure post-migration.

Deskhero Groups (team routing and agent permissions) map to Gorgias Teams. Group membership lists migrate as team membership with agents assigned to the corresponding team. If Deskhero group permissions are more granular than Gorgias team-level permissions, we document the gap and recommend role configuration post-migration.

Deskhero custom fields (up to 100 on Small, 250 on Large) map to Gorgias custom fields on the Ticket or Customer object. We map string, boolean, number, and date field types to their Gorgias equivalents. Custom field values per ticket migrate as field values in Gorgias. Archived or unused custom fields are flagged for review before migration to avoid importing dead fields.

Deskhero mailbox configurations (Gmail or Outlook accounts) are documented as channel mapping records in our migration inventory. IMAP/SMTP credentials and OAuth tokens cannot be exported from Deskhero. We document the mailbox address, folder mapping, and sync direction for the customer's admin to manually reconnect at Gorgias. We recommend scheduling mailbox reconnection during a low-traffic window to avoid sync conflicts.

Deskhero ticket tags migrate to Gorgias Tags on the Ticket object. Tags used for routing, triage, or SLA classification map as-is. Tags tied to Deskhero automation rules are flagged with the corresponding rule reference so that the customer can rebuild rule logic in Gorgias Rules.

Deskhero Lists (segmentation objects with up to 5,000 or 10,000 entries depending on tier) map to Gorgias Lists. List entries tied to customer records by email or customer ID migrate as List-Contact associations in Gorgias. Lists used for Deskhero automation routing are documented for rule rebuild in Gorgias.

Deskhero form definitions (field structure and routing rules) and submitted records migrate to Gorgias Forms. Form submissions that created tickets are linked via ticket reference. Routing rules from Deskhero forms are documented for rebuild as Gorgias Rules. Form design and styling do not migrate and must be recreated at Gorgias.

Deskhero Automation Rules (triggered by language, tone, or subject) are documented in a written inventory with trigger conditions, actions, and routing outcomes. We do not migrate them as executable code because Deskhero and Gorgias automation models are structurally different. The inventory includes recommended Gorgias Rules equivalents and priority ordering so the customer's admin rebuilds them post-migration. Rules with complex multi-condition branching are flagged for custom rule design.

Deskhero Shopify store references and product ID mappings migrate as external_id fields on the relevant Customer and Ticket records. Deskhero never stores price or stock snapshots — it queries live via Shopify API — so no historical pricing data is available to migrate. Gorgias re-establishes its own native Shopify connection using the store credentials. Customers relying on Deskhero Shopify data for reporting will need to rebuild those reports in Gorgias using Gorgias Shopify data.