Migrate from Desky to Gorgias

Desky Tickets map directly to Gorgias Tickets with subject, description, status, priority, assignee (via agent-to-user lookup), and created/updated timestamps preserved. Desky's custom ticket fields (user-defined properties beyond the standard set) are detected during the source scan, and we create matching custom field definitions at Gorgias (string, boolean, date, number, select, or multi-select) before the ticket import phase begins. Tickets with more than 10 attachments are flagged upfront for manual re-attachment review because the URL-reference export from Desky requires a separate post-import re-upload job that carries a higher failure rate on high-attachment records.

Desky Agent accounts migrate with display name, email, role, and active/inactive status to Gorgias User records. We resolve agents by email match during import. Any Desky Agent without a matching email in the destination Gorgias account is placed in a reconciliation queue for the customer's admin to provision the User before record import resumes. Agent seat count is validated against the target Gorgias plan's user limit before migration commits.

Desky Customer records (name, email, phone, and company association) map to Gorgias Customer. The company link is preserved via the linked Company record. Any unmapped custom contact properties are flagged during scoping; if Gorgias supports equivalent custom fields, we create them before import. Note that Gorgias can create duplicate customer records if the email address is modified during an ongoing import pass, per Gorgias' own migration documentation.

Desky Company records map to the organizational-level data attached to Gorgias Customer records. We migrate Companies as independent records and re-establish linked Customer associations at the destination so that all contacts for a given company share the same organization context in Gorgias.

Desky KB Articles (title, body content, publication status, and category assignment) map to Gorgias Articles. HTML formatting in article body content may require post-migration formatting review because Gorgias' article renderer handles certain HTML elements differently than Desky. Embedded media URLs in article body are preserved as references; we re-upload the linked media files and update URLs to point to Gorgias-hosted assets. Category hierarchy from Desky maps to Gorgias' top-level categories and subcategories.

Desky Tags are lightweight string labels attached to Tickets and Articles. We migrate tag strings and re-apply them as tag labels on the corresponding Gorgias Tickets and Articles at import time. Tags that exist on both platforms are matched automatically; new tags are created and associated during the post-import pass.

Desky stores ticket and article attachments as file reference URLs in the CSV export rather than binary blobs. We download all referenced files, preserve original filenames and MIME types, and re-upload them to Gorgias as attachments on the corresponding Tickets or Articles. For tickets with more than 10 attachments, we flag these individually so the customer can decide between automated re-attachment and manual handling. Inline images embedded in article body content follow the same download-re-upload pattern with URL rewriting to point to the new Gorgias-hosted asset.

Desky custom ticket fields are detected during the pre-migration source scan. We create matching custom field definitions in Gorgias via Settings > Ticket Fields before the ticket import phase. Supported types include string, boolean, date, number, select, and multi-select. Fields that use data types Gorgias does not support are flagged for the customer to review and either convert to a compatible type or drop from migration scope.

The link between Desky Customer and Company objects is preserved during migration by migrating Company records first, then importing Customer records with the organization reference resolved to the destination Gorgias Customer organization field. This ensures that contact-company associations are intact at cutover without orphaned or unlinked records.

Desky ticket status values (open, pending, resolved, closed) and priority values (low, medium, high, urgent) are mapped to Gorgias' corresponding status and priority fields. If Desky uses custom status or priority labels, we configure matching values in Gorgias during the pre-migration schema setup phase so that imported tickets display correctly without label mismatches.

Desky article categories map to Gorgias top-level KB categories and subcategories. The category hierarchy is reconstructed at Gorgias by creating the category structure first, then assigning articles to their destination category during import. Article publication status (draft, published) maps to Gorgias' article visibility setting.

Desky agent role assignments (admin, agent) map to Gorgias User permission levels. We preserve role information as a custom field on the User record at migration time if the destination plan supports custom user fields, so that role context is available for reporting even if Gorgias' default permission model differs from Desky's.