Migrate from Gorgias to Zendesk

Gorgias Tickets map to Zendesk Tickets. The channel field (email, chat, Facebook, Instagram, WhatsApp, SMS) maps to Zendesk's ticket_form_id, which we configure per channel type during migration. Priority (low, normal, high, urgent) maps to Zendesk Priority. The assignee, group, and status fields map directly. We flag that Gorgias Solved and Pending statuses both translate to Zendesk's Closed status on import; if a ticket was Solved then reopened in Gorgias, the most recent status wins and the transition history is not preserved in Zendesk's audit log.

Gorgias Conversations (public replies and internal notes) map to Zendesk Comments. The public/private flag translates directly. Attachments on comments download from Gorgias and re-upload to Zendesk via the attachment API. Threads exceeding 250 comments are split into multiple closed tickets per Gorgias's own Zendesk import limitation; we apply the same 250-comment split logic during our migration to prevent orphaned child tickets.

Gorgias Customers (end shoppers) map to Zendesk End Users. The customer email is the dedupe key. Phone number, name, and address fields map to Zendesk user fields. Customer attributes from Shopify order context (total spend, order count, AOV) do not have native Zendesk equivalents; we map them to Zendesk user fields prefixed with gorgias_ or create custom user fields, and the customer's admin chooses the final field placement during scoping.

Gorgias Agents map to Zendesk Agents. We map by email match against the Zendesk user table and set the role (admin, agent) based on the Gorgias permission level. Group membership from Gorgias maps to Zendesk Groups and the agent's group assignment. If a Gorgias agent was deactivated, we create them as inactive in Zendesk to preserve historical assignment.

Gorgias Groups (called Teams) map directly to Zendesk Groups. Group membership is preserved as agent-to-group assignments on the Agent record. Zendesk Groups are used for routing and assignment in combination with business rules, which we do not migrate as code.

Gorgias Macros map to Zendesk Macros. We export the macro body, conditions, and action sequence. Note that Gorgias supports dynamic action fields (refunds, order edits, shipping updates) that have no Zendesk equivalent without Shopify middleware or a Zendesk Shopify app integration. We flag every macro containing Gorgias-specific actions and document them in the inventory delivered post-migration for the admin to evaluate in context of the new Shopify integration.

Gorgias Views (saved filter configurations) map to Zendesk Views. We export the filter logic including field conditions, operators, and sort order. Zendesk Views use a different condition builder syntax than Gorgias; we translate the logic and recreate as saved searches in Zendesk's View system. Views referencing deprecated or migrated-out custom fields are flagged for the admin to update post-migration.

Gorgias Tags applied to tickets map to Zendesk Tags. Tags used on both tickets and customers migrate with the same tag name, preserving the tagging taxonomy. We flag any tag names that conflict with reserved system tags in Zendesk and rename them during import to avoid collision.

Gorgias Knowledge Base Categories map to Zendesk Help Center Sections. Category hierarchy and ordering are preserved. Translation content for each enabled locale migrates separately per locale via individual API calls, as the Gorgias API does not return all locales in a single response. We enumerate the enabled locales from account settings and issue one article fetch per locale to capture complete translation coverage.

Gorgias KB Articles (title, HTML body, author, folder/section assignment, status) map to Zendesk Help Center Articles. We preserve the article body, author attribution, and section assignment. Draft articles from Gorgias import as draft in Zendesk. Public and unlisted statuses translate to published and draft respectively. Multi-locale articles are fetched per locale and mapped to Zendesk's locale-aware article structure.

Gorgias CSAT ratings (score, free-text response, timestamp) migrate to Zendesk Ticket Satisfaction ratings. The rating is associated with the originating ticket by ticket ID mapping. If the migrated ticket ID differs due to the 250-comment split logic, we update the satisfaction record's ticket association to point to the correct Zendesk ticket.

Gorgias Rules (routing, assignment, auto-response conditions and actions) do not migrate as active Zendesk Triggers or Automations because the condition syntax, action model, and execution context differ significantly. We export the full rule definition including trigger event, conditions, and actions, and deliver it as a written inventory document. The customer's Zendesk admin uses this inventory to rebuild rules as Zendesk Triggers (event-driven) or Automations (time-based) post-migration. Rules that depend on Gorgias Shopify order data are flagged with a note that a Zendesk Shopify integration must be configured before those rules can function.