Migrate from Help On Task to Gorgias

Help On Task tickets map to Gorgias tickets with the standard ticket fields preserved: ticket ID, subject, status, priority, requester email, assignee, created timestamp, updated timestamp, and closed timestamp. The source status and priority values are mapped to Gorgias's ticket status and priority taxonomies. Tickets with no assignee are imported as unassigned and flagged for manual routing in Gorgias.

Help On Task customer profiles (name, email, phone, address) map to Gorgias customer records using email as the unique dedupe key. We extract customer email as the primary identifier and create Gorgias Customer records before any ticket import so that the customer reference on each ticket is satisfied at insert time. Any customer records with duplicate emails are merged at import.

Help On Task agent accounts map to Gorgias agent profiles by email match. We extract agent name, email, and active/inactive status from the source and create matching Gorgias user accounts before ticket import so that the assignee reference on each ticket resolves correctly. Agents without email addresses in Help On Task are flagged for manual resolution before migration begins.

Ticket tags from Help On Task map as label strings to Gorgias ticket tags. We preserve the full tag name and reconstruct tag associations per ticket in the destination. Tag naming conventions in Help On Task (commas, spaces, case) are kept as-is; Gorgias normalizes display but the underlying string value is preserved. Any tag that exceeds Gorgias's tag length limit is truncated and flagged.

Help On Task ticket custom fields require schema reconstruction in Gorgias before data import. We extract field values from the CSV export and request the customer provide a manual list of custom field definitions (field name, type, required flag, options for dropdowns) since Help On Task does not export field schema. We then create corresponding Gorgias Ticket Fields using the supported types: Text (for string fields), Number (for numeric fields), Dropdown (for single-select), and Yes/No (for boolean). Gorgias permits a maximum of 25 active Ticket Fields; any above this threshold require archiving lesser-used fields before migration.

Help On Task conversation threads within a ticket are exported as a chronological list of message entries with author, body, timestamp, and privacy flag. We reconstruct the conversation in Gorgias by inserting messages in timestamp order against the correct ticket, preserving internal/private notes as private messages in Gorgias and customer-visible replies as public messages. Author attribution resolves to the matched Gorgias agent or customer record.

Help On Task attachments stored as URLs must be downloaded to a temporary blob store before the source account closes, then re-uploaded to Gorgias storage and relinked to the correct ticket record. This is a critical step: if the source account is deactivated before all attachment URLs are fetched, the URLs expire and files become unrecoverable. We sequence this as the first step of the migration runbook so that attachment download completes before any account decommissioning.

If Help On Task stores templated replies or canned responses as structured records, these migrate to Gorgias Macros. Static text macros transfer fully. Macros that reference Help On Task-specific dynamic variables (such as ticket ID placeholders or customer property tokens) are imported as static text with a flag indicating which dynamic elements require rebuilding in Gorgias macro syntax post-migration.

Help On Task knowledge base articles (if present in the source) are exported with title, body content, category, and publication status. We map these to Gorgias Help Center structure with articles assigned to categories and publication status preserved. Any draft or unpublished articles are flagged so the customer admin reviews and publishes them post-migration rather than migrating in an unpublished state that may not display correctly.

Customer-level tags in Help On Task (labels applied to the customer profile rather than a specific ticket) migrate to Gorgias customer tags. These operate independently from ticket tags and are associated at the customer level for segmentation and routing purposes in Gorgias.

If Help On Task organizes agents into teams or groups for ticket routing, these migrate to Gorgias Groups. Group membership is resolved by matching agent email addresses to the migrated agent records. Group-level routing rules in Gorgias are created as part of the post-migration configuration phase.

Help On Task customer-level custom fields (fields attached to the customer profile rather than individual tickets) require schema creation in Gorgias before customer import. We extract values from the source CSV, request the field schema definition from the customer, and create matching Customer custom fields in Gorgias using the four supported types. The same 25-field active limit applies to the combined count of Ticket Fields and Customer Custom Fields.