Migrate from Help Scout to Gorgias

Help Scout Conversations map to Gorgias Tickets. The Help Scout thread (public replies and internal notes) maps to the Gorgias conversation body with public/private note distinction preserved. Help Scout's conversation status (active, pending, resolved, closed) maps to Gorgias Ticket status values. Note: Help Scout has no customer-facing ticket number; Gorgias assigns a sequential ticket ID visible to customers. We preserve the Help Scout conversation ID as an external reference field for audit.

Help Scout Customers map to Gorgias Customers. Standard fields (email, first name, last name, phone, address) map directly. Customer Properties (custom fields set at the customer record level) map to Gorgias Customer Attributes. If Help Scout is on Standard tier (no Custom Fields), we map customer data to tags or notes as a fallback. Shopify-connected Gorgias accounts may link the Customer to a Shopify customer record for order context.

Help Scout Mailboxes map to Gorgias Channel inboxes. Each Gorgias channel (email, chat, Facebook, Instagram, SMS, voice) is a separate inbox container. We map Help Scout mailbox assignments by analyzing conversation tags, routing rules, and source fields to determine which channel inbox each conversation belongs to. Mailbox-specific Custom Fields map to channel-level attributes in Gorgias.

Help Scout Custom Fields (Dropdown, Single line, Multi line, Number, Date) map to Gorgias Ticket Attributes. Custom Fields are gated behind Help Scout Plus and Pro tiers; accounts on Standard do not have this object. We detect the source plan tier during scoping and either map custom fields to Gorgias Attributes or flag the need for a plan upgrade. Dropdown fields with up to 100 options map to Gorgias Dropdown attributes. Number and Date fields map to equivalent attribute types.

Help Scout Docs articles and Collections map to Gorgias Help Center articles organized by category. We export article content, author attribution, and publication status via the Help Scout Docs API and import to Gorgias via the Help Center API. Collection hierarchy (parent-child article grouping) maps to Gorgias category structure. Internal links between Docs articles will not auto-update post-migration; we flag a link audit as a post-migration task. Published vs draft status is preserved.

Tags applied across Help Scout Conversations, Customers, and Docs migrate as Gorgias Tags. Tag assignments are preserved at the record level (Conversation-to-Ticket, Customer-to-Customer). Help Scout uses flat tag names; Gorgias tags are also flat with no hierarchy. Tag-based routing rules in Help Scout Workflows do not migrate as automation; we document them for manual rebuild as Gorgias Rules.

Help Scout Users map to Gorgias Agents. We resolve by email match. Help Scout role assignments (Admin, Agent) map to Gorgias permission levels (Admin, Agent). Help Scout team and department assignments map to Gorgias Teams. Unlimited-user pricing on Help Scout paid plans means most migrations have more users than agents; we flag any inactive users for the customer to decide whether to provision them in Gorgias.

Help Scout Teams and Departments map to Gorgias Teams. Team assignments control ticket routing and agent permissions in both platforms. We preserve team-to-agent membership and map it to Gorgias team configuration. Advanced team permissions (gated to Help Scout Plus) map to Gorgias role-based access control settings.

Help Scout Workflows trigger actions based on conversation status, mailbox, or customer properties. We do not migrate Workflows as automation code. We deliver a written inventory of every active Help Scout Workflow with its trigger, conditions, actions, and a recommended Gorgias Rule (for routing and auto-actions) or Macro (for templated responses) equivalent. The customer's admin rebuilds Rules in Gorgias Rule Builder post-migration. Workflows with complex nested conditional logic may require simplification.

Attachments embedded in Help Scout conversation threads (images, PDFs, files) export as binary blobs via the Help Scout Inbox API and re-attach to the corresponding Gorgias Ticket message. We preserve file name and content type. Large attachment batches (video, high-res images) may extend migration time due to API transfer and Gorgias file size limits (typically 25 MB per attachment).

Help Scout reporting data (CSAT scores, response time metrics, happiness ratings, channel reports, SLA metrics) is not accessible via the Help Scout API. We do not migrate reporting history programmatically. Customers export historical Reports data as CSV or XLSX from the Help Scout Reports UI before migration begins. Gorgias SLA reports, trend tracking, and revenue attribution begin fresh post-migration. We advise customers to capture a screenshot export of Help Scout Reports dashboards for historical reference.

Help Scout Beacon (embeddable live chat widget and self-service portal) maps to Gorgias chat integration and Help Center embedding. Beacon settings (appearance, trigger rules, article recommendations) do not migrate as configuration; we document the current Beacon setup and the Gorgias equivalent (chat widget and Help Center embed code) for the customer's admin to configure post-migration.