Migrate from Gorgias to Freshdesk

Gorgias Tickets map directly to Freshdesk Tickets with status, priority, assignee, and channel preserved. The Gorgias channel field (email, chat, Facebook, Instagram, WhatsApp, SMS, voice) maps to Freshdesk's type field. We preserve the original ticket ID as a custom field for cross-reference during reconciliation. Customer lookup resolves to Freshdesk Contact by email match.

Gorgias Customers (end shoppers) map to Freshdesk Contacts. When a Gorgias Customer has a company_name field populated, we create or match a Freshdesk Organization and link the Contact to it. This creates a two-record structure (Contact plus Organization) versus Gorgias's single Customer record, which requires admin review of the Organization assignment logic post-migration.

Gorgias Agents map to Freshdesk Agents by email match. Group membership in Gorgias maps to Freshdesk Agent Groups, which control ticket assignment routing. We preserve agent status (active/inactive) and flag any Gorgias agent without a matching Freshdesk user for the customer's admin to provision before production migration.

Gorgias Groups (also called Teams) map to Freshdesk Agent Groups. Group membership and routing rules are preserved in a written configuration document for the admin to reapply in Freshdesk's group settings, since routing logic is defined differently in each platform's automation layer.

Gorgias Macros (saved reply templates with variable substitution and dynamic action fields) are exported as written configuration documents listing the macro body, conditions, and action sequence. Freshdesk supports macros natively, but we do not import them as executable code because Gorgias's variable substitution syntax differs from Freshdesk's. The customer's admin rebuilds each macro in Freshdesk's macro editor using our written macro inventory as the specification.

Gorgias Rules (ticket routing, assignment, and auto-responses) are exported as written inventory documents describing trigger conditions, filters, and actions. Freshdesk Automations use a different configuration model (time-based and event-based triggers with different action types). We do not migrate Rules as executable code; the written inventory is the handoff for the customer's admin to rebuild in Freshdesk Automations.

Gorgias Views (saved filter configurations) export as written filter specifications: field conditions, operators, and sort order. Freshdesk supports saved views with equivalent filter logic. We document each Gorgias View with its filter configuration so the admin can recreate it as a Freshdesk saved view.

Gorgias KB Categories map to Freshdesk Categories with name, position, and description preserved. Category hierarchy and ordering migrate as parent-child relationships. We capture the category locale assignments for multi-locale accounts.

Gorgias KB Articles migrate to Freshdesk Articles with full HTML body content, author attribution, status (draft/published/archived), and folder assignment preserved. For multi-locale articles, we enumerate all enabled locales from Gorgias account settings and issue a separate article fetch per locale to capture complete translation coverage, then import each locale version as a separate Freshdesk article with locale metadata.

Gorgias Conversations (individual messages within a ticket, including internal notes and public replies) map to Freshdesk Ticket Conversations. We preserve author, timestamp, privacy flag (internal vs public), and message body. Attachments referenced by URL in Gorgias are downloaded and re-uploaded as Freshdesk attachments, handling file type restrictions and size limits.

Gorgias CSAT ratings migrate to Freshdesk CSAT Survey Responses with rating score, free-text response, and timestamp preserved, linked to the originating ticket. The survey configuration (rating scale, survey questions) migrates as a written configuration document.

Gorgias custom fields (string, boolean, date, number, select, multi-select) on Tickets and Customers map to Freshdesk custom fields of equivalent type. Select and multi-select fields require enumerated value mapping since Freshdesk uses a different picklist structure. We preserve field type, archived status, and any conditional visibility rules as written configuration for the admin to reapply in Freshdesk's field settings.