Migrate from Freshdesk to Gorgias

Freshdesk Tickets map to Gorgias Tickets as the primary migration object. We preserve subject, status (Open, Pending, Resolved, Closed), priority (Low, Medium, High, Urgent), type, and the original ticket ID in a custom field fd_ticket_id__c for reconciliation. The Freshdesk source field (email, phone, tweet, Facebook, portal, chat, forwarded email, survey feedback) maps to a Gorgias tag in the format channel:original-source so that the channel context is auditable even though Gorgias derives channel attribution from its native integration. SLA timers reset on migration to avoid accidental breaches on historical tickets.

Freshdesk Contacts map to Gorgias Customers. We resolve the contact-company relationship by extracting the Freshdesk company_id and cross-referencing it against the Gorgias organization created in the same migration pass. Email serves as the dedupe key. Custom contact fields from Admin > Support Operations > Customer Fields migrate as text, number, boolean, or date fields depending on the Freshdesk field type. Language and timezone from Freshdesk map to Gorgias's customer-level language preference.

Freshdesk Companies map to Gorgias Organizations. The organization name, domain, and industry fields migrate directly. Note that Gorgias Organizations are primarily e-commerce customer accounts rather than B2B company records; if the customer's Freshdesk Companies are B2B accounts with custom fields, we flag this during scoping because the Gorgias organization model is optimized for consumer purchase accounts and may require a custom field strategy for B2B-specific attributes.

Freshdesk Conversations (public replies, private notes, and incoming emails within a ticket) map to Gorgias Messages. Each message carries its author, timestamp, body, and attachments. We distinguish public agent replies from private internal notes using the conversation type field. Incoming customer emails map to customer Messages. Attachments migrate as files linked to the Message record.

Freshdesk Agents map to Gorgias Users. We resolve agents by email match. Freshdesk group and role assignments translate to Gorgias team membership and permission levels. We flag agents who are also ticket requesters to avoid circular references where an agent's own support tickets might route unexpectedly. Inactive Freshdesk agents migrate as inactive Gorgias users.

Freshdesk Agent Groups map to Gorgias Teams. The group-to-team mapping preserves routing context: if Freshdesk routing rules assigned tickets to a specific group by product category, that same group becomes a Gorgias Team so that routing Rules can reference the same team post-migration.

Freshdesk Products (used to associate items with tickets) require special handling. Gorgias does not have a standalone Products object; instead, product context comes from the connected e-commerce platform (Shopify, Magento, BigCommerce) via the sidebar widget. We migrate Freshdesk product associations as ticket tags or custom fields referencing the product name and SKU, and the customer's admin connects the Shopify store during Gorgias setup so that order-level product data populates automatically.

Freshdesk SLA Policies (Pro and Enterprise only) define response and resolution times per plan tier. We audit the SLA policy definitions including business hours, first response and resolution deadlines, and any ticket-type or priority-based conditions, then translate them to Gorgias SLA Rules. Note that Gorgias SLA Rules operate on a rule-based model rather than a named-policy model, so we map each Freshdesk policy to one or more Gorgias Rules with equivalent conditions and timers.

Freshdesk Tags are cross-object labels applied to tickets, contacts, and companies. We migrate them as Gorgias Tags, preserving the flat tag list. For channel attribution from Freshdesk source fields, we prepend a channel: prefix to a tag so that historical tickets can be filtered by the original channel type without modifying Gorgias's native channel attribution logic.

Freshdesk ticket custom fields (created via Admin > Support Operations > Ticket Fields) must be pre-created in Gorgias before import. We audit all custom field definitions during scoping, note their types (text, number, checkbox, dropdown, date, paragraph), and generate the field creation steps for the customer's Gorgias admin or FlitStack AI to execute before the migration run. Mismatched field types (e.g., a Freshdesk multi-select rendered as a text field in Gorgias) are flagged and corrected pre-import.

Freshdesk contact custom fields (created via Admin > Support Operations > Customer Fields) migrate to Gorgias Customer custom fields. Same pre-creation requirement applies: fields must exist in Gorgias before the import phase. We extract the field definitions from the Freshdesk API during discovery and generate the equivalent Gorgias field schema.

Freshdesk Satisfaction Ratings attached to resolved tickets (satisfied, dissatisfied, and any comment) migrate to Gorgias CSAT ratings. We preserve the rating score and comment text, and set the rating timestamp to match the original Freshdesk submission date. If Freshdesk CSAT was not enabled or had low response rates, we note this during scoping so that the migration report does not overstate data completeness.

Freshdesk time entries (billable or non-billable hours logged against tickets) have no direct Gorgias equivalent. We migrate time entries as a custom field on the Gorgias Ticket containing the total logged duration and an appended note with the time entry details and agent name. If the customer requires billable time tracking, we recommend a Gorgias-integrated time tracking app from the Gorgias App Store post-migration.

Freshdesk Forums (Discussions in newer terminology) contain Categories and Topics with Posts. These map to Gorgias Help Center Categories. We preserve the forum hierarchy as category structure in Gorgias, with forum posts becoming article content. If the Freshdesk forum was used for community support rather than knowledge base articles, we note this distinction because Gorgias Help Center is optimized for self-service articles, not threaded community discussions.

Freshdesk Knowledge Base Articles with translations, attachments, and folder hierarchy migrate to Gorgias Help Center Articles. We preserve article body, status (published, draft), folder structure, and all language translations. Multi-language articles from Freshdesk's .yml upload process map to Gorgias's per-language article versions. Images and attachments migrate as files linked to the article.

Freshdesk Collaborators (view-only users added to tickets for context) migrate to Gorgias as CC'd contacts on the Ticket. The collaborator email is added to the ticket's recipient list, preserving the view-only context. Note that Gorgias does not have an explicit collaborator role; CC'd contacts receive ticket updates if they are in the customer's contact database.