Migrate from FuseDesk to Gorgias

FuseDesk Cases map 1:1 to Gorgias Tickets. We preserve Case status (open, pending, resolved, closed), priority, assigned Agent, created and updated timestamps, and all channel thread messages. FuseDesk's channel-aggregated view splits into Gorgias's per-channel message threads (email, chat, SMS, social) attached to the Ticket. Case subject lines from FuseDesk transfer as Ticket subject. If the source FuseDesk Case has no subject (because the channel stripped it on import), we use the first 80 characters of the message body as a generated subject.

FuseDesk contact data synced from Infusionsoft/Keap or ActiveCampaign maps to Gorgias Customer. We map the synced first name, last name, email address, phone number, and any custom contact properties. The Gorgias Customer becomes the primary record for ticket threading. Note that FuseDesk pulls CRM contacts bidirectionally; after migration, Gorgias Customer data is the new system of record and the original Infusionsoft/Keap or ActiveCampaign contact record is unaffected unless the customer admin redirects the sync.

FuseDesk Agents map to Gorgias Users by email address match. We preserve agent name, email, role (admin, agent), and department membership. Agent login credentials cannot migrate — new agents must be provisioned in Gorgias with login credentials assigned manually. Agents without a match in the destination go to a reconciliation queue for the customer's admin to provision before production migration.

FuseDesk Departments map to Gorgias Teams. We preserve the department name, agent memberships, and Case routing assignments as a Team definition. If FuseDesk uses department-based routing rules, we document these as Gorgias Rule conditions (channel equals email, assigned team equals X) for the customer's admin to configure post-migration.

FuseDesk's per-channel threads on a Case map to Gorgias's per-channel message structure on a Ticket. We parse the FuseDesk thread, identify the channel type per message, and insert each message into the correct channel section of the Gorgias Ticket. Phone and SMS channel data transfers as message content; channel metadata (e.g., carrier, phone number for SMS) is stored as ticket attributes where Gorgias supports custom ticket fields for this data.

FuseDesk Notes attached to a Case, including inline checklists, migrate as Gorgias Ticket comments. Checklist items become a bulleted list in the comment body. If the FuseDesk Note was internal-only, we create the corresponding Gorgias comment as an internal note (visibility set to internal). Notes are linked to the parent Ticket after the Ticket is created.

FuseDesk email, SMS, and note Templates export as structured content mapped to Gorgias Macros. We preserve the template body, placeholder variables, and category (type). Macros in Gorgias support actions beyond text (reply, close, tag, assign), so the FuseDesk template type informs which Gorgias Macro actions we configure. Templates that reference Infusionsoft/Keap merge fields require manual variable replacement post-migration.

FuseDesk custom fields on Cases (defined per account) map to Gorgias custom Ticket fields. We discover the custom field schema via the FuseDesk API during scoping, map field types (text, number, date, checkbox, dropdown) to Gorgias equivalents, and create the custom field in Gorgias before ticket import. Any custom field type that has no Gorgias equivalent (e.g., FuseDesk-specific data types) is flagged in the migration audit for the customer's admin to assess.

FuseDesk Workflows automate Case routing, status triggers, and notifications based on trigger conditions. We export the Workflow names and a structured description of the trigger logic as a written inventory document. The API does not expose Workflow definitions (conditions, filters, action sequences), so we cannot migrate them programmatically. The customer's admin uses the inventory document to rebuild equivalent Gorgias Rules. This is a post-migration scope item estimated at 2-8 hours per Workflow depending on complexity.

If FuseDesk includes help center content or if the customer uses FuseDesk's knowledge base features, we export Articles, Categories, and folder hierarchy and map them to Gorgias Help Center articles. We preserve article title, body content, category assignment, and publication status. URLs, embedded media, and article-level permissions may require manual adjustment in Gorgias after import.

FuseDesk exposes agent performance, case volume, and customer satisfaction metrics in its reporting dashboard. These are aggregate summary data not associated with individual records and are not available for API export. We cannot migrate historical reporting data. The customer's Gorgias team builds new reports and dashboards post-migration using Gorgias's native reporting tools.

FuseDesk Tags applied to Cases migrate as Gorgias Tags on the corresponding Ticket. We preserve tag names exactly. Tags used for routing logic in FuseDesk Workflows are documented in the Workflow inventory for manual rebuild as Gorgias Rule conditions or Ticket properties.