Migrate from Gorgias to Zoho Desk

Gorgias Tickets map directly to Zoho Desk Tickets. Standard fields (priority, status, assignee, timestamps, channel) migrate as typed equivalents. The Gorgias channel field (email, chat, Facebook, Instagram, WhatsApp, SMS, voice) maps to Zoho Desk's channel classification. We preserve the original ticket number from Gorgias in a custom field gorgias_ticket_id__c so that cross-referencing during the cutover window is unambiguous. The Gorgias issue_type and reason fields map to Zoho Desk's Category and Subcategory picklists.

Gorgias Customers (end shoppers) map to Zoho Desk Contacts. If the customer maintains Zoho CRM integration, Contacts sync to Accounts automatically via the domain-matching logic. If Zoho CRM is not in scope, we create a generic Account named 'Default Account' and attach all Contacts to it as a placeholder so that the Contact-to-Account lookup is satisfied at import time. Customer emails serve as the primary dedupe key.

Gorgias Agents map to Zoho Desk Agents by email address. We extract the full agent profile including name, status (active/inactive), and group membership. Zoho Desk requires agents to have a valid email address on file before ticket assignment; we hold agents without email in a reconciliation queue for the customer's admin to provision before record import. Group membership from Gorgias maps to Zoho Desk Departments.

Gorgias Groups (Teams) organize agents for routing and assignment. We map group membership to Zoho Desk Departments, preserving department name and member list. Zoho Desk's department hierarchy supports sub-departments, which we use to model multi-level Gorgias group structures if present.

Gorgias Macros are saved reply templates with variable substitution and dynamic action fields. Zoho Desk has a native Macro feature with similar variable substitution capability. We export the full macro body, conditions, and action sequence as a written inventory with Zoho Desk field equivalents so the customer's admin can recreate them in Zoho Desk's macro editor. Macro rebuild is out of migration scope.

Gorgias Rules define ticket routing, assignment, and auto-responses. Zoho Desk implements equivalent logic through Workflow Rules (record-triggered actions) and Blueprint (multi-step process flows). We export every active Rule with its trigger conditions, priority, and action sequence as a written inventory mapping to Zoho Desk equivalents. Rule rebuild is out of migration scope.

Gorgias Views are saved filter configurations organizing the ticket queue. We export the filter logic including field conditions, operators, and sort order, then recreate each as a Zoho Desk Custom View against the Ticket module. Filter conditions map by field name equivalence where standard, and by custom field API name where non-standard.

Gorgias custom fields on Tickets support string, boolean, date, number, select, and multi-select types. We preserve field type and archived status. Select and multi-select fields from Gorgias map to Zoho Desk picklist and multi-select picklist fields respectively. We pre-create the destination custom fields in Zoho Desk before any record import so that the field IDs are available for mapping during the load phase.

Gorgias custom fields on Customers map to Zoho Desk Contact custom fields with equivalent type mapping. Archived custom fields are excluded from migration but noted in the field inventory for the customer's admin to reactivate if needed post-migration.

Gorgias KB categories with name, position, and translations map to Zoho Desk Help Center categories. Multi-locale categories are supported. We enumerate enabled locales from Gorgias account settings before migration and ensure each locale's category name is fetched and written to the corresponding Zoho Desk locale.

Gorgias 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 migrate as unpublished Zoho Desk articles. We enumerate enabled locales from account settings and issue a separate article fetch per locale to capture complete translation coverage, since the Gorgias API does not return all translations in a single response.

Gorgias Conversations (individual messages within a ticket, including internal notes and public replies) map to Zoho Desk Threads. We migrate the full message history with author, timestamp, privacy flag, and attachments. Internal notes in Gorgias map to private threads in Zoho Desk, requiring the is_pvt flag to be set correctly. Author resolution uses email-to-agent lookup.

File attachments on tickets and comments are stored externally and referenced by URL in Gorgias. We download all attachments during migration, handling file type restrictions and size limits per Gorgias API, then re-upload to Zoho Desk using the attachment upload endpoint. Attachment history is preserved against the correct ticket and thread reference.

Gorgias CSAT ratings submitted via built-in satisfaction surveys are associated with tickets. We migrate the rating score, free-text response, and timestamp, preserving the linkage to the originating ticket. In Zoho Desk, we create a custom rating field on the Ticket module and write the score there. CSAT response text migrates as a note on the ticket.

Gorgias Tags applied to tickets and customers migrate as Zoho Desk Tags. Tag names that conflict with reserved Zoho Desk system tags are renamed with a g_ prefix to avoid collision. The customer chooses tag naming strategy during scoping.

Gorgias ties ticket context to Shopify order data as a native feature, surfacing order details, shipment status, and return data inside every ticket. Zoho Desk does not have a native Shopify integration without the Zoho Commerce or Zoho CRM add-on. We preserve the order reference URL and order number from Gorgias as custom fields on the Zoho Desk Ticket so that order context is searchable and auditable even if the customer does not deploy the full Zoho commerce stack.