Migrate from Desku.io to Gorgias

Desku tickets map to Gorgias tickets with subject, description, status, priority, assignee, and tags preserved. We map Desku ticket status values (Open, Pending, Resolved, Closed) to Gorgias status values and flag any custom status labels for manual remapping in the destination. Conversation history migrates as messages under each ticket in chronological order.

Desku contacts (name, email, phone, company, custom properties) map to Gorgias customer profiles. The email address serves as the dedupe key during import. We resolve contact-to-ticket associations by matching the email on the customer record so that tickets attach to the correct Gorgias customer on insert.

Desku conversation messages (agent replies, customer messages, internal notes) migrate as Gorgias message records under each ticket. Each message preserves its author (agent or customer), timestamp, channel metadata, and visibility status (public or internal). Internal notes map to Gorgias internal message visibility and are not sent to the customer.

Desku shared inboxes (grouped by channel or team) map to Gorgias inboxes. Desku inbox names migrate as Gorgias inbox names, and Desku routing rules (based on channel or tag) map to Gorgias routing rules. Startup tier limits Desku to 5 inboxes; Gorgias supports unlimited inboxes. We flag any inbox count mismatch and map overflow inboxes to Gorgias inbox categories.

Desku knowledge base articles export with title, body, category, and publication status. Categories may need flattening to match Gorgias's article category structure. Article body content migrates as HTML. We flag any image attachments for separate ContentDocument migration or URL remapping.

Desku ticket tags migrate as Gorgias tags on each ticket. Tag names are preserved as-is. If the tag taxonomy exceeds 500 unique values, we advise the customer on tag consolidation before migration to avoid an unwieldy tag library in Gorgias.

CSAT scores (available on Desku Team and Business tiers only) migrate to Gorgias satisfaction records linked to each ticket. Score value and survey metadata (response date, agent rating) preserve. Starter tier customers have no CSAT access—we flag this gap during discovery. We also map any open-ended CSAT comments to Gorgias satisfaction comment fields.

Desku automation rules are exported as a JSON configuration bundle referencing ticket events and action triggers. Gorgias Rules operate on a different event-and-action model. We deliver the automation JSON as a written blueprint for the customer's admin to rebuild in Gorgias Rules. Rebuild time is typically one to four hours depending on automation complexity and the number of conditions.

Eva chatbot conversational flows built in the drag-and-drop builder export as JSON flow definitions. Gorgias Automate or third-party bot tools require manual flow recreation. We deliver the exported flow JSON as a reference document for the customer's team. We do not import or convert the flow logic directly.

Desku agent records (name, email, role, team assignment, Round Robin settings) map to Gorgias agents. We resolve by email match. Round Robin assignment rules do not migrate directly—Gorgias does not have a native Round Robin engine on all tiers; we flag this for the customer's admin to configure post-migration if needed.

Desku custom fields on tickets or the chat widget require scoping evaluation for Gorgias migration. If the field captures customer-level information (preferences, account tier, loyalty level), we create a Gorgias customer field. If the field is ticket-specific (order issue type, product variant), we create a Gorgias ticket field. We export field definitions (name, type, options) during discovery and the customer confirms the scoping decision before migration.

Desku widget configuration (branding, form fields, custom input fields) exports as a settings bundle. The Gorgias chat widget requires fresh installation at the destination URL with new embed code. We sequence widget reinstall before Desku widget disabling during cutover to prevent the live chat gap. This is a configuration-only migration—no chat history transfers between widget instances.