Migrate from Gmelius to Zendesk

Gmelius Shared Inboxes map to Zendesk Views. Each shared inbox with its assigned conversations, labels, and member list becomes a Zendesk View with the same filter criteria (assignee, status, tags). We capture shared inbox member lists during discovery and configure Zendesk Group membership matching the Gmelius team composition. Multiple shared inboxes that share the same assignee pool can be consolidated into a single Zendesk View if the customer prefers unified routing.

Full email threads from Gmelius shared inboxes migrate to Zendesk Tickets. Each message in the thread becomes a Ticket Comment. The original Gmelius conversation assignee maps to the Zendesk Ticket Assignee; conversation status (open, resolved) maps to Ticket Status (Open, Pending, Solved). Thread-level tags migrate as Zendesk Tags. The original email subject line becomes the Ticket Subject, and the first customer email becomes the Ticket Description.

Gmelius Shared Labels export from Gmail via the Gmail API as label names. We map them to Zendesk Tags on the migrated tickets. Label hierarchies (parent/child labels) are flattened into a dot-separated tag convention (e.g., billing.refund) since Zendesk Tags are a flat namespace. The customer chooses whether to use dot-separated hierarchies or flatten all labels during scoping.

Gmelius shared email templates (stored with variable placeholders in Meli and Growth tiers) migrate to Zendesk Macros. We preserve merge field syntax where Gmelius variable placeholders are compatible with Zendesk macro placeholder format ({{ticket.requester.name}}, etc.). Templates without variables migrate as static macros. Template categorization in Gmelius maps to Zendesk Macro groups.

Gmelius Shared Drafts (collaborative email drafts not yet sent) have no direct Zendesk equivalent. We export Shared Draft content and convert them into Zendesk Macros, preserving the draft text and any variable placeholders. If the draft references a specific conversation thread, we attach the resulting Macro as a draft response template for that ticket subject pattern. Draft authorship and timestamps are preserved in macro revision notes.

Gmelius Automation Rules define conditional routing, auto-assignment, and follow-up sequences stored as extension-local configuration. We cannot export these programmatically. During discovery, we screen-record the active Automation Rules, capture the trigger conditions (sender domain, subject keyword, label), the action (assign to user, add tag, set status), and any delay or follow-up steps. We deliver a written rule inventory with a recommended Zendesk Trigger or Automation equivalent for the customer's admin to rebuild. Complex multi-step Pro-tier AI Dispatching rules require the most manual reconstruction effort.

Gmelius Kanban boards visualize email pipelines by status columns. We map each Kanban column to a Zendesk View filter (status = column value). Board card associations (which conversation maps to which card) are preserved as Ticket Tags that identify the originating Kanban board and column. The customer may choose to recreate Kanban board visualization using a third-party Zendesk app (such as Kanban for Zendesk) post-migration, which we document in the handoff.

Gmelius does not maintain a separate contact database — contacts live in Gmail's contact layer and are associated with conversations by email address. We export contacts via Google Contacts API and map them to Zendesk Users (the requester) and Organizations (the company). When a contact's email domain appears across multiple contacts, we deduplicate and merge into a single Zendesk Organization with multiple User records attached. Contact name, email, phone, and any Gmelius-specific tags transfer as User fields or Tags.

SLA configurations in Gmelius (Growth tier) define response time and resolution time targets per inbox or tag. We export SLA rules as custom metadata (stored as Ticket Custom Fields) and as Zendesk SLA Policies with First Reply Time and Next Reply Time targets. Historical SLA compliance metrics (tickets that met or breached SLA) are stored as custom numeric fields on migrated tickets. Zendesk Explore dashboards for SLA reporting are not built during migration; we document the recommended Explore data model for the customer's BI team.

Gmelius users correspond to Google Workspace accounts. We export the full user list and map each to a Zendesk Agent profile. Active users get full Agent roles; users with read-only Gmelius access get Light Agent roles. We flag any Gmelius users who used features gated by tier (AI Dispatching on Pro, SLA Analytics on Growth) so the customer's Zendesk admin can assign appropriate Zendesk roles post-migration. Inactive or suspended Gmelius users are migrated as inactive Zendesk Agents with tickets reassigned to a default agent.

Gmelius email notes and @mentions within conversation threads migrate to Zendesk Ticket Comments marked as internal (private). Note authorship and timestamps are preserved; the original author maps to the Zendesk Agent who authored the note. Threaded note replies become child comments under the same private comment thread. Note-to-conversation associations are preserved via the parent Ticket ID.