Migrate from Help Desk Premier to Gorgias

Help Desk Premier Tickets map directly to Gorgias Tickets. We preserve status, priority, assignee (resolved via agent email lookup), requester (resolved via customer email), created_at, updated_at, and first_response_timestamp. Custom Ticket Fields are mapped field-by-field: picklist maps to Gorgias Dropdown, numeric to Number, text to Text, date to a Unix timestamp stored in a Text field or a Date field depending on format, and boolean to Yes/No. Fields exceeding Gorgias's 25-active-field limit are flagged during scoping and the customer chooses which fields to archive before migration.

Help Desk Premier Customer records map to Gorgias Customer. The mapping uses email as the dedupe key. Phone, name, and address fields migrate directly. Help Desk Premier's flat contact schema maps to Gorgias's Customer object without transformation. If Help Desk Premier uses a contact-plus-organization model in a specific edition, the organization-level data is captured as a note or a text field on the primary Customer record since Gorgias does not have a separate Company/Account object.

Help Desk Premier Company records have no direct Gorgias equivalent. We resolve each Help Desk Premier Company by matching the company domain or name against Help Desk Premier Customer records, attach the company name and domain as a text field on the corresponding Customer in Gorgias, and flag any orphaned Company records (without a matching Customer) for the customer admin to review post-migration. If Help Desk Premier's edition does not include a Company object, this step is skipped entirely.

Help Desk Premier Agent records map to Gorgias Agent by email match. Display name, role, and group membership migrate as name, admin flag, and tag respectively. If a Help Desk Premier Agent has group membership that cannot be represented as a tag in Gorgias, we document the group-to-tag mapping and flag it for post-migration configuration. Agents with identical emails on both platforms are matched automatically during the agent reconciliation pass.

Gorgias has no native Teams object. We handle Help Desk Premier Team membership by creating a Tag or Label in Gorgias for each source Team, then applying the tag to each Agent record that was a member of that team. The customer admin reviews the tag vocabulary post-migration and decides whether to use Gorgias's label feature or a naming convention to represent team boundaries.

Help Desk Premier Tags normalize to Gorgias Tags. Tag names with special characters are preserved or normalized depending on Gorgias's tag character restrictions identified during the schema scan. Multi-value tag fields on Tickets map to multiple Gorgias Tags on the corresponding Ticket. Tag vocabulary size is preserved; the customer admin sets any tag-aliasing rules during scoping.

Custom fields on Help Desk Premier Tickets are mapped to Gorgias Ticket Fields by type. Picklist maps to Dropdown with the original option labels preserved. Numeric maps to Number. Text maps to Text with the 2,000-character limit enforced (values exceeding the limit are truncated with a flag). Boolean maps to Yes/No. Date values are parsed and stored in a Text field if the date format is ambiguous, or in Gorgias's native date handling if the format is unambiguous. Fields exceeding Gorgias's 25-active-field cap are ranked by usage frequency and the customer admin chooses which fields to archive before migration.

Help Desk Premier KB Articles map to Gorgias Knowledge Base Articles. We preserve article body content, category hierarchy, and publication status (draft, published, archived). The destination article_body content migrates as-is. Multi-level Help Desk Premier category hierarchies are flattened into Gorgias's single-level folder structure: parent categories become folders, subcategories become article titles or folders with a flattened parent reference, and deep nesting is preserved as a text path note. Category names with special characters are normalized.

Ticket attachments are migrated as references. We read the Help Desk Premier export for attachment URLs and file paths, then reattach them to the corresponding Gorgias Ticket via the Gorgias API. Files exceeding Help Desk Premier's 48 MB export cap are flagged in the migration report. We offer a post-migration reattach script that downloads oversized attachments from Help Desk Premier directly and uploads them to Gorgias's file store, bypassing the export constraint. Inline images in article body content are handled separately as ContentDocument records.

Help Desk Premier conversation entries (agent replies, customer replies, internal notes) map to Gorgias Ticket comments. We distinguish between public and private by reading the Help Desk Premier conversation type field. Public messages become public ticket comments; internal notes become private comments in Gorgias. Timestamp ordering is preserved by setting the comment created_at to the original Help Desk Premier timestamp. Rich text content in conversation entries is passed through the regex preservation pass to prevent less-than-symbol stripping.

Help Desk Premier saved reply templates are identified during the export scan and mapped to Gorgias Macros. Macro body content and shortcut triggers migrate where present. Gorgias's Help Desk Migration integration also supports automatic macro transfer, but we perform the mapping independently to handle Help Desk Premier's non-standard export format. Macros are the only automation-type object we migrate as data; Rule-based triggers and automation conditions do not migrate.

Active and inactive Help Desk Premier Workflows are inventoried during the schema scan. We do not migrate workflows as executable code. We deliver a written inventory of every Help Desk Premier Workflow with its trigger conditions, actions, and a recommended Gorgias Rule equivalent, plus a count of active automations requiring rebuild. The customer's admin or a Gorgias implementation partner rebuilds them post-migration. This is standard FlitStack AI scope for helpdesk migrations.