Migrate your Gorgias data

Tickets are the primary billing and workflow unit in Gorgias. Standard fields (priority, status, assignee, timestamps, channel) are stable and well-documented in the API. We migrate Tickets with all meta fields intact and flag which records were created via AI Agent so the destination system can reflect resolution attribution correctly.

Customers represent the end shoppers and are linked to ticket history. The API supports create, update, delete, and merge operations. We preserve the customer-to-ticket linkage and handle the merge operation by de-duplicating matched records and keeping a reference to the merged master ID.

Agents are the support staff users. We migrate agent profiles including name, status, and group membership. Dynamic action fields on agents require mapping to the destination system's permission model or custom fields.

Groups (also called Teams) organize agents for routing and assignment. We preserve group membership and map it to the equivalent team or queue concept in the destination platform.

Macros are saved reply templates with variable substitution and dynamic action fields. We export the full macro body, conditions, and action sequence. Destination platforms without a native macro concept receive them as templated draft messages or saved-snippet records.

Rules define ticket routing, assignment, and auto-responses. We map rule conditions and actions to equivalent workflow or automation constructs in the destination platform, noting which rules were triggered by AI Agent versus manual configuration.

Views are saved filter configurations that organize the ticket queue. We export the filter logic (field conditions, operators, sort order) and recreate them as saved views or saved searches in the destination system, though the UI representation may differ.

Custom fields exist on both Tickets and Customers and support string, boolean, date, number, select, and multi-select types. We preserve field type and archived status. Select and multi-select fields require value mapping if the destination uses a different picklist schema.

Top-level KB categories with name, position, and translations. We migrate category hierarchy and ordering, and preserve translation content for each enabled locale.

KB articles contain title, body (HTML), author, folder assignment, status, and translations. We preserve full article body content, author attribution, and locale-specific translations. Articles in draft status are flagged for review after migration.

Conversations are the individual messages within a ticket, including internal notes and public replies. We migrate the full message history with author, timestamp, privacy flag, and attachments. Attachments are fetched by URL and re-uploaded to the destination system's storage.

File attachments on tickets and comments are stored externally and referenced by URL. We download attachments during migration and re-upload to the destination, handling file type restrictions and size limits on the target platform.

CSAT ratings submitted via Gorgias's built-in satisfaction survey are associated with tickets. We migrate the rating score, free-text response, and timestamp, preserving the linkage to the originating ticket.

Tags are applied to tickets and customers for categorization. We migrate tags as-is and map them to the destination platform's tagging scheme, flagging any tag names that conflict with reserved system labels.

Account-level settings include channel configurations, SLA rules, and notification preferences. These are migrated as configuration records that must be reviewed and applied manually post-import, since many depend on destination-specific feature availability.