Migrate from eDesk to Gorgias

eDesk Tickets map to Gorgias Tickets as the primary migration object. We preserve conversation threads, attachments, status, priority, and SLA metadata. The eDesk channel label (Amazon, eBay, Walmart, Shopify, email, social) migrates as a custom ticket attribute channel_source__c so agents retain origin context in Gorgias's unified inbox. eDesk Smart Rule assignments migrate as metadata; the routing logic is documented for rebuild in Gorgias's Rules engine. Note that Gorgias caps tickets per plan: Starter 300, Basic 500, Standard 1,000, Premium 5,000 per month. We audit source ticket volume at scoping to confirm the destination plan covers monthly load without excessive overage charges at $0.40 per ticket.

eDesk Contact records map to Gorgias Customer records. Email, name, phone, language, timezone, and marketplace identity fields migrate directly. Custom contact fields from eDesk (string, boolean, date, number types per the eDesk API schema) map to Gorgias custom customer attributes created before migration. eDesk's customer type classification migrates as a text attribute since Gorgias does not use a native customer type taxonomy. Address data migrates as a structured JSON payload in Gorgias's address field.

eDesk Agent accounts map to Gorgias User records. We resolve agents by email match between the eDesk agents endpoint and the Gorgias users endpoint. eDesk role assignments (Admin, Agent, Supervisor) map to Gorgias permission roles: Admin maps to Gorgias Admin, Supervisor maps to Agent with elevated permissions if configured, Agent maps to standard Gorgias Agent. Note that eDesk bills per agent on all plans, so migration scoping verifies agent count against the Gorgias plan to avoid post-migration plan mismatch. Inactive eDesk agents are migrated as inactive Gorgias users with tickets reassigned to active agents.

eDesk Knowledge Base articles and their category structure migrate to Gorgias Help Center articles and sections. Internal/external visibility flags from eDesk map to Gorgias's published/draft article status. Article-to-category assignments are preserved as section assignments in Gorgias. eDesk articles with embedded template variables ({{customer_name}}, {{order_number}}) migrate as plain text strings; variable substitution must be reconfigured in Gorgias Macros if the articles serve as macro content. Multi-language articles require segment creation in Gorgias before migration so that translated versions land in the correct language section.

eDesk Smart Rules are exported as machine-readable JSON configuration metadata rather than functional code. The rule trigger (ticket created, updated, channel-specific), conditions (status, priority, tag, agent), and actions (assign, tag, status change, SLA update) are documented in a structured format with Gorgias Rules equivalents noted where a direct translation exists. Smart Rules are available on all eDesk plans, but Gorgias Rules require Standard plan or above. We flag this tier gap at scoping. Message Rules (Professional and Enterprise only) are documented separately with a recommendation to use Gorgias Rules with channel and tag-based conditions as the functional equivalent.

eDesk AI Classifications are a taxonomy for auto-categorizing tickets that have no native equivalent in Gorgias. We capture the classification labels and any rules-based assignment logic as custom ticket attributes (edesk_ai_classification__c, edesk_ai_category__c) so the classification history is searchable in Gorgias after migration. The classification workflow is not active in Gorgias; teams on Gorgias AI (Basic and above) use Gorgias's own AI categorization model, which requires retraining on historical ticket data post-migration.

eDesk canned response templates migrate as Gorgias Macros. Template body text migrates as macro text content. eDesk template variables ({{customer_name}}, {{order_number}}) are preserved as plain text strings; Gorgias uses {{customer.name}} and {{ticket.order_number}} variable syntax, which requires manual update per macro after migration. We provide a variable mapping table during the handoff phase. Tag-based templates in eDesk (templates scoped to specific tag conditions) map to Gorgias Macros with tag conditions if the team is on Gorgias Standard or above.

eDesk ticket tags migrate as Gorgias Tags directly. Tag taxonomies differ between platforms, so we preserve all source tags as-is and flag any tags with special semantic meaning (channel identification, priority flags, team routing) for the customer's admin to consolidate or reassign post-migration. Gorgias supports tag-based filtering and automation conditions on Standard and above plans.

eDesk SLA configurations covering first-response time and resolution time thresholds migrate as metadata documentation. Gorgias supports SLA policies on Standard and above. We preserve the SLA name, threshold values, and priority mapping, but SLA enforcement behavior depends on Gorgias's rule-based SLA engine configuration, which the customer's admin sets up post-migration. Historical SLA compliance data from eDesk reports does not migrate as a live metric; it is delivered as a snapshot CSV at cutover.

eDesk's 200-plus channel connections (Amazon, eBay, Walmart, Shopify, email, Facebook, Instagram, WhatsApp, and others) do not have direct channel connection equivalents in Gorgias except for the natively supported integrations. We preserve channel attribution on each ticket as a channel_source__c attribute so agents know the origin of each conversation. Any marketplace channel that requires a native connection (Amazon, eBay, Walmart) is flagged as requiring a third-party connector (ChannelReply or equivalent) or manual setup in Gorgias post-migration. Shopify, BigCommerce, WooCommerce, and Magento connect natively on Gorgias Standard and above.

eDesk's Automated Report Extracts API provides historical data covering Agents, Tickets, Channels, Chats, and AI metrics. We export report snapshots at migration cutover as CSV/JSON files delivered alongside the migration. Gorgias's native reporting covers ticket volume, response times, and agent performance but uses a different data schema. Teams that rely on historical trend data from eDesk reports use the exported snapshots in a BI tool or spreadsheet post-migration. Live dashboards do not transfer.

eDesk ticket conversation history (customer messages, agent replies, internal notes) migrates as threaded message records on the corresponding Gorgias Ticket. Public-facing messages map to Gorgias customer-facing ticket events; internal notes map to Gorgias private ticket events. We preserve message timestamps, sender identity (agent vs customer), and attachment references. The conversation thread ordering is maintained by setting the Gorgias message timestamp to the original eDesk message timestamp. This ensures agents reviewing migrated tickets see the full history in chronological order.