Migrate from Deskpro to Gorgias

Deskpro Tickets map directly to Gorgias Tickets. Each ticket's subject, body, status, priority, channel, and timestamp migrate. The Deskpro Stat Builder export caps at 2,500 records per query; we paginate using ticket ID range constraints (e.g., tickets.id between 1 and 2500, then 2501 and 5001) to export complete historical archives. Any gaps in ticket ID sequences are documented and flagged for customer review before import begins.

Deskpro Peoples (individual end-users or customers) map to Gorgias Customers. The mapping preserves the person's name, email, phone, language, timezone, and custom field values. Peoples are the primary customer identity in Deskpro; Gorgias Customers serve the same role but with a flatter schema that does not distinguish between individual and organizational contacts at the object level.

Deskpro Organizations are separate records representing companies. We preserve the Organization record name as the organization field on the mapped Gorgias Customer. Individual Peoples linked to an Organization map to Gorgias Customers that share the same organization field value, maintaining the group relationship. If no corresponding Gorgias Customer exists for an Organization record, we create a stub Customer record with only the organization name populated.

Deskpro Agents (support staff) map to Gorgias Agents. Agent name, email, role, department affiliation, and language preference migrate. Agent-to-ticket ownership is resolved by matching the Deskpro agent email against the Gorgias agent email. Inactive or deleted Deskpro agents are noted in the reconciliation report; tickets are reassigned to a default agent specified by the customer.

Deskpro Departments organize agents and tickets. They map to Gorgias Teams, which govern ticket routing, visibility, and SLA assignment. Department-level permissions and routing rules are documented for the customer's admin to reconfigure in Gorgias because permission models differ structurally between platforms.

Deskpro Folders are the top-level Knowledge Base container and map to Gorgias Categories. The Deskpro Folder name and description migrate as the Category name and description. If Deskpro has empty Folders, we skip them to avoid orphaned categories in Gorgias.

Deskpro Sections are the second tier inside Folders. Gorgias uses a single-level category structure with no Section equivalent. We flatten Deskpro Sections into their parent Folder at the destination, appending the Section name to the article title or storing it as a tag. The customer chooses the flattening strategy during scoping.

Deskpro Articles map to Gorgias Articles. Article body content, author, publish status, and multilingual variants migrate. Articles linked to a Deskpro Folder/Section are assigned to the corresponding Gorgias Category. Inline images in article bodies are downloaded to a staging bucket and re-uploaded to Gorgias media storage with URLs updated in the article body.

Deskpro custom fields on tickets require schema discovery via the reports API (custom field prefix query) because field definitions are not exposed in standard export endpoints. We capture field ID, type, label, and all values during discovery, then create equivalent custom fields in Gorgias via Settings before import. Field types (string, number, boolean, date, dropdown) are mapped to Gorgias custom field types by closest match.

Deskpro ticket tags are a flat labeling system that maps directly to Gorgias Tags. We preserve tag assignments on every imported ticket and create the destination tag vocabulary during import to match Deskpro's naming. Tags used for status or category purposes are noted for the customer to review; Gorgias Tags have no hierarchy.

File attachments on tickets are supported. We download attachments from Deskpro to a staging bucket, then upload to Gorgias using its file storage mechanism. Attachments are linked to the corresponding ticket at the destination. Very large files (over 25 MB) are flagged because Gorgias has attachment size limits that depend on the plan tier.

Deskpro automations (triggers, workflows, SLA rules) are not transferable to Gorgias due to differing automation engines. We deliver a written inventory of every active Deskpro automation with its trigger, conditions, actions, and a recommended Gorgias Rule or Macro equivalent. The customer's admin rebuilds automations in Gorgias using the inventory as a specification. This applies to SLA rules, ticket routing rules, and notification triggers.