Migrate from Helpdesk 365 to Gorgias

Helpdesk 365 Tickets map directly to Gorgias Tickets. The Helpdesk 365 ticket ID migrates as a custom field h365_ticket_id__c for reconciliation. Status values require explicit mapping: Open maps to Open, Pending maps to Pending, Resolved maps to Solved, and Closed maps to Closed. Priority (Low, Normal, High, Urgent) maps to the same values in Gorgias. Assignee resolves by matching Helpdesk 365 agent email to a Gorgias agent email created during the agent provisioning phase.

Helpdesk 365 Contacts map to Gorgias Customers. The primary key is email address; we use email as the dedupe criterion during import. Customer name, email, phone, language, and timezone migrate to the corresponding Gorgias customer fields. The original Helpdesk 365 contact ID is preserved in a custom field h365_contact_id__c. Customer note and custom fields migrate to Gorgias customer-level custom fields of equivalent type.

Helpdesk 365 Companies map to Gorgias Organizations. Organization name becomes the display name; domain becomes the website field. We create the Organization before any linked Customer insert so the Organization-lookup relationship is satisfied at insert time. The Helpdesk 365 company ID is preserved in a custom field h365_company_id__c for audit.

Helpdesk 365 ticket conversation threads (customer messages, agent replies, internal notes) migrate as Messages on the Gorgias Ticket. Message sender type (customer, agent, bot) maps to the Gorgias sender_type field. We preserve the original message timestamp and author email. Internal notes from Helpdesk 365 are flagged as private messages in Gorgias. Attachments referenced in message bodies are handled through the attachment mapping.

Helpdesk 365 agent profiles (name, email, role, team membership) map to Gorgias agents. We extract all agents from Helpdesk 365 ticket assignments and agent records, match by email against the Gorgias destination, and provision any missing agents before the Ticket migration phase begins. Agent timezone and permission set in Gorgias are set to defaults and can be refined post-migration.

Helpdesk 365 Teams (agent groupings used for routing and SLA assignment) map to Gorgias Teams. We extract team memberships from agent records during scoping and recreate the team structure in Gorgias before ticket import so that ticket-team assignments resolve correctly. If Helpdesk 365 teams have routing logic tied to team assignment, we document that for manual rebuild in Gorgias Rules.

Helpdesk 365 custom ticket fields map to Gorgias custom ticket fields of equivalent type (text, dropdown, checkbox, number, date). If the source Helpdesk 365 instance is on Standard plan and carries more than five active custom fields, we flag the overage during scoping and either strip the lowest-priority fields or document the exclusion list for the customer's admin. Custom field values on existing tickets are mapped to the new field names during the ticket export transform.

Helpdesk 365 stores attachments as URLs pointing to SharePoint document libraries. We extract these URLs from ticket message records during export. In Gorgias, we re-register each attachment URL on the corresponding ticket message. If the customer requires the actual file content rather than a URL reference, we can extract from SharePoint using the admin's OAuth token and upload to Gorgias as a native file attachment; this requires an additional scope item and is quoted separately.

Helpdesk 365 tags applied to tickets migrate as Gorgias tags. Tags are extracted from ticket records during export. Multiple tags on a single ticket map to multiple Gorgias tag entries on the ticket. If the customer uses Helpdesk 365 tags to drive routing or SLA assignment, we document the tag taxonomy during scoping so the rebuild plan in Gorgias Rules can reference the same tags.

Helpdesk 365 knowledge base articles (title, HTML body, category, publish status) map to Gorgias Help Center articles. We extract KB articles via the Helpdesk 365 API during the export phase. Category mapping to Gorgias Help Center sections is defined during scoping. Published status maps directly; draft articles import as unpublished and can be published manually post-migration. The CSV confirms Helpdesk 365 KB export availability is not explicitly documented, so we validate the endpoint during discovery before committing to the KB migration scope.

Helpdesk 365 SLA policies (first response time, next response time, resolution time by priority or team) are configuration records that live inside the SharePoint-backed settings. They do not export as data. We deliver a written inventory of every active SLA policy with its conditions, timers, and escalation actions for the customer's admin to rebuild in Gorgias SLA Management. This document is part of the standard migration deliverable.

Helpdesk 365 rule-based automations (ticket creation triggers, assignment rules, field-update rules based on custom field values) are configuration records that do not export as data. We inspect the Helpdesk 365 automation rules during scoping and deliver a written inventory listing each rule's trigger, conditions, actions, and recommended Gorgias Rule equivalent. The customer's admin rebuilds these in Gorgias Rules post-migration. This is standard scope; we do not rebuild automation logic as part of the data migration.

Helpdesk 365 email mailboxes used for ticket creation map to Gorgias channels (email, chat, SMS, social). We identify every active mailbox alias during scoping and document the mapping to Gorgias channel configuration. If Helpdesk 365 routes tickets by mailbox domain, we map this to Gorgias inbox rules. Channel configuration is not migrated as data; it is documented for the admin to configure in Gorgias Settings post-migration.