Migrate from Folder HelpDesk to Gorgias

Folder HelpDesk Tickets map directly to Gorgias Tickets. We preserve subject, body, status, priority, assignee reference, created_at and updated_at timestamps, and the full conversation thread including internal notes. Thread order is reconstructed by parsing received-date headers from each message in the Folder HelpDesk email thread. Status mapping: Folder HelpDesk Open maps to Gorgias open, Folder HelpDesk Closed maps to Gorgias closed, Folder HelpDesk Pending maps to Gorgias open with a note flagging the status difference. Priority maps from Folder HelpDesk priority values (low, normal, high, urgent) to Gorgias priority integers (0-3).

Folder HelpDesk Customer records map to Gorgias Customer. We migrate name, email, phone, and any custom fields. The Gorgias Customer object holds persistent customer context across tickets. If Folder HelpDesk stores customer address or company affiliation separately, we merge those fields into the Gorgias Customer record. Note: Gorgias caps active customer fields at 4; any Folder HelpDesk customer custom fields beyond this limit are flagged during discovery and either consolidated into a text field or dropped per the customer's choice.

Folder HelpDesk Organizations (company-level records grouping multiple customers) merge into the Gorgias Customer record's company name and domain fields. Not all Folder HelpDesk accounts use Organizations as a distinct object; we inspect the source schema during discovery. Where Organization exists, we map its name to the Gorgias Customer company field and its domain to the external_id or customer attribute used by the Shopify integration for automatic customer matching.

Folder HelpDesk Agents map to Gorgias Agents by email address as the dedupe key. We migrate agent name, email, role, and group assignment. Agent-to-ticket ownership transfers as-is when the destination agent email already exists in Gorgias. Agents without a matching Gorgias account go into a reconciliation queue for the customer to provision before record import resumes.

File attachments on Folder HelpDesk Tickets migrate to Gorgias Ticket attachments. We preserve filename, MIME type, and binary content. Files exceeding Gorgias API attachment size limits are flagged in the transfer log for manual retrieval. Inline images embedded in ticket body HTML are extracted and stored as separate attachments. Folder HelpDesk per-file size limits may affect export chunking on large accounts.

Folder HelpDesk Tags (flat labels applied to tickets) map to Gorgias Tags by name. Both platforms use flat tag names rather than hierarchical labels, so no flatten or prefix strategy is needed. Tags that appear only in Folder HelpDesk without being applied to any ticket are not migratable (Gorgias only imports tags attached to tickets). We export the full tag list and filter to those with at least one ticket reference.

Folder HelpDesk custom fields on Tickets map to Gorgias Ticket Fields. We inspect the source account's field schema during discovery and generate a field map. Each custom field requires value-type alignment: Folder HelpDesk text fields map to Gorgias text ticket fields, dropdown values map to Gorgias dropdown fields, date fields map to date fields, and checkbox fields map to Gorgias yes/no fields. Conditional ticket field visibility in Gorgias is configured post-migration by the customer's admin.

Folder HelpDesk custom fields on Customer records map to Gorgias Customer Fields. Gorgias enforces a maximum of 4 active customer fields. If Folder HelpDesk has more than 4 customer-level custom fields, we prioritize the 4 most-used fields during import and flag the remainder for manual consolidation or archiving post-migration. Field type alignment (yes/no, dropdown, text) follows the same mapping logic as ticket fields.

SLA policies and breach timers do not migrate as live data. SLA configuration in Folder HelpDesk is stored as platform-computed real-time values that do not export as historical breach state. We document the SLA configuration (policy name, rule conditions, timer durations) in a written summary for the customer's admin to re-create manually in Gorgias SLA settings. The breach clock resets on migration day; teams should set SLA timers fresh in Gorgias and monitor breaches from day one.

Folder HelpDesk Knowledge Base Articles migrate to Gorgias Help Center articles. We export title, body HTML, category/section placement, and attachments. Folder HelpDesk articles may use markdown or HTML formatting; Gorgias uses its own formatting system. We normalize content during export by stripping unsupported HTML tags and reconstructing basic formatting (headings, lists, links) in Gorgias-compatible markup. Complex tables, embedded code snippets, and non-standard HTML may require post-migration manual review.

Folder HelpDesk Macros (pre-written reply templates) migrate to Gorgias Macros. We export macro text and variable placeholders. Folder HelpDesk macros with simple reply-text and status-change actions map directly to Gorgias macro actions. Macros with conditional logic, multi-step branching, or integration-trigger actions do not migrate as executable rules; these are documented in the automation inventory for the customer's admin to rebuild in Gorgias Workflows post-migration.

Billable or tracking hours logged against a Folder HelpDesk Ticket map to Gorgias Time Entries where supported on the destination plan. We map time value, agent reference, and ticket linkage. Time entries without a matching Gorgias agent go to the reconciliation queue. If Gorgias Time Tracking is not active on the destination plan, time entries are documented in the written handoff for manual re-entry or a time-tracking integration setup.

Folder HelpDesk Groups (team-level routing assignments) map to Gorgias Teams. We map group name and agent membership. Mapping to the Gorgias team structure requires a pre-migration alignment review because Folder HelpDesk group hierarchies may be flatter than Gorgias's team configuration model. Agents must be provisioned in Gorgias before their group membership can be assigned.