Migrate from Frappe Helpdesk to Gorgias

HD Ticket records map to Gorgias Ticket with status, priority, subject, description HTML, creation timestamp, and modification timestamp transferred directly. The Frappe resolution_status and resolution_date map to Gorgias ticket state transitions. HD Ticket Template custom fields are flagged during discovery and mapped to Gorgias custom ticket attributes (Settings > Ticket Fields). Frappe Helpdesk ticket ID is preserved in a custom Gorgias field frappe_ticket_id__c for audit traceability. If the source instance has the GitHub #3003 site configuration conflict (tickets invisible in agent view), we access data via direct PostgreSQL connection rather than the Frappe API layer.

HD Customer records (name, email, phone, organization link, creation timestamp) map to Gorgias Customer. Frappe HD Customer custom fields (via Frappe Custom Field DocType) map to Gorgias customer attributes if they exist, or are flagged as unmapped for manual re-entry. Portal user status on HD Customer maps to Gorgias customer email verification state. We resolve the Frappe HD Customer to HD Ticket linkage by ticket.customer_email match against the Gorgias customer table during ingestion.

Every HD Ticket Communication record (agent replies and customer messages with timestamp, author, and message body) migrates as a Gorgias Message attached to the corresponding ticket. We preserve chronological thread ordering by setting the Gorgias Message created_at to the original Frappe Communication creation timestamp. HTML body content from Frappe migrates as-is; embedded image references are re-downloaded where accessible via authenticated Frappe session. Message author type (agent vs customer) maps to Gorgias sender type.

Frappe SLA Policies (response and resolution time windows by priority or ticket type) map to Gorgias SLA Rules. The SLA first_response_by and resolution_by deadline timestamps migrate as Gorgias SLA timer fields. Priority mapping: Frappe Low to Gorgias low, Normal to medium, High to high, Urgent to urgent. If Gorgias SLA Rules are not available on the customer's tier (Starter and Basic plans omit SLA Rules), we document the gap and advise upgrading or rebuilding SLA tracking manually post-migration.

Frappe Helpdesk Teams (agent groupings, email inbox routing, team-level SLA assignments) map to Gorgias Teams. We extract team name, inbox email address, and SLA policy linkage. If the destination Gorgias account uses Inboxes rather than Teams, we map Frappe teams to Gorgias Inbox configurations during scoping. Team membership is resolved after the Agent mapping step.

Frappe Agent records (user account, role, permissions) map to Gorgias Agent profiles. We match by email address. Agent active status, first name, last name, and email transfer. Frappe role-based permissions (Agent, Ticket Agent, FAQ Manager) map to Gorgias agent role permissions (Agent, Admin). The customer's Gorgias admin provisions agents before migration begins so that OwnerId references resolve on ticket import.

Frappe HD Customer records can link to an Organization field representing the customer's company. In Gorgias, company context is available through the Shopify store association or as a custom customer attribute. We extract Frappe organization name and map it to a Gorgias customer attribute org_name__c or to the Shopify shop name if the customer operates a multi-brand Shopify setup. This is a configuration step during scoping.

Frappe KB Articles (category hierarchy, HTML content, article title, creation date) map to Gorgias Articles in the Help Center. Article view counts and feedback ratings from Frappe do not transfer as Gorgias does not expose these as importable fields. Category hierarchy from Frappe (HD Article Category) maps to Gorgias Article categories. If the Frappe KB is large (over 500 articles), we migrate in batches and validate category assignments against the Gorgias Help Center structure.

Frappe Saved Replies (pre-written response templates with subject and content) migrate to Gorgias Saved Replies. The template body transfers as rich text. Dynamic variable substitution syntax in Frappe templates (such as ticket.customer_name or ticket.subject) does not automatically convert to Gorgias syntax; we flag any dynamic variable usage and document the equivalent Gorgias templating format (such as {{ticket.customerName}} or {{customer.email}}) for the customer's admin to update post-migration.

Tags applied to HD Ticket records (via Frappe Tag entry linked to the ticket) map to Gorgias Tags on the corresponding ticket. We extract all distinct tag names from the Frappe Tag table, validate they meet Gorgias tag naming constraints, and attach them to migrated tickets by ticket ID lookup. Tags used for internal categorization in Frappe transfer as Gorgias tags for agent-side filtering.

Ticket and communication attachments stored as Frappe File records linked to HD Ticket or Communication DocTypes are migrated as Gorgias ticket attachments. Public file URLs re-download via HTTP. Private file URLs (a known Frappe limitation where files require authenticated session access) are flagged during inventory. We advise customers to temporarily make Frappe private files public or export them manually during the discovery phase, or to provision a Frappe API session cookie for our extraction job to use for private file re-download.

This is a Frappe-specific configuration record that does not have a direct Gorgias equivalent but requires attention. HD Ticket Template is the mechanism by which custom fields on HD Ticket become visible in the agent form. During migration, custom field definitions transfer but the Template entries do not. We inventory all custom fields during discovery, map them to Gorgias ticket attributes, and deliver a field-by-field configuration guide so the customer's Gorgias admin adds each custom field to the ticket form manually post-import. Without this step, agents see empty values for migrated custom field data even though the data exists in Gorgias.

Frappe Assignment Rules (auto-assignment conditions based on subject keywords, customer tier, ticket type) are configuration records that require manual rebuild in Gorgias Rules. We do not migrate them as executable code because the rule engine models differ. We deliver a written inventory of every active Assignment Rule including its trigger conditions, assignment target (agent or team), and priority, mapped to the equivalent Gorgias Rule trigger and action. The customer's admin rebuilds these in Gorgias Settings > Rules post-migration.

Frappe Helpdesk portal branding, allowed ticket creation types, and visibility settings are configuration records that do not transfer to Gorgias as data. We document the source portal configuration (portal name, allowed channels, ticket type restrictions, white-label settings) and deliver a setup guide for re-configuring the Gorgias Help Center with equivalent settings. This is a manual post-migration step for the customer's admin.