Migrate from HelpDeskEddy to Gorgias

HelpDeskEddy Tickets map directly to Gorgias Tickets. Status values (open, in-progress, resolved) map to Gorgias Ticket status. Priority maps to a Gorgias Ticket priority field. Individual custom fields from HelpDeskEddy are deduplicated by field name across the migration scope, and each unique field is created in Gorgias before migration. Tickets with no value for a mapped field receive an empty field at the destination, which is expected behavior. Attachment URLs from HelpDeskEddy are preserved as references; inline images migrate as attachments on the destination ticket.

HelpDeskEddy customer profiles attached to tickets migrate to Gorgias Customers with name, email, and contact metadata preserved. We cross-reference the requester field on each ticket to avoid duplicate Customer records during import. Customers without any associated ticket are still migrated if present in the customer export. External_id from HelpDeskEddy is stored in a Gorgias custom field for cross-reference.

HelpDeskEddy Agents map to Gorgias Users by email match. The customer provisions the destination Gorgias user accounts before migration; we flag any HelpDeskEddy Agent without a matching email in the destination and hold that ticket's assignee in a reconciliation queue until the customer's admin maps or provisions the user. Role mapping (admin, agent) transfers from HelpDeskEddy's operator role to Gorgias's permission level.

HelpDeskEddy Departments map to Gorgias Teams. The department hierarchy is preserved as a flat team structure in Gorgias; nested department hierarchies require manual reorganization post-migration if the customer's HelpDeskEddy setup relied on multi-level department nesting for routing. Access rights configured at the group level transfer as Team permissions in Gorgias.

This is the highest-complexity object in this migration. HelpDeskEddy's per-ticket custom fields mean two tickets in the same queue can have different field schemas. We extract every observed custom field name and type across the migration scope, deduplicate by name, and map each to one of Gorgias's four field types: Dropdown (for enumerated values), Number (for numeric values), Text (for free-form text up to 2,000 characters), or Yes/No (for boolean values). Nested Dropdown values use double-colon syntax (parent::child). If the deduplicated field count exceeds 25 unique active fields, we flag the ceiling constraint and work with the customer to archive inactive HelpDeskEddy fields before migration. Tickets without a value for a field receive an empty field at destination, which is standard behavior.

HelpDeskEddy Tags preserve as-is and land on the Gorgias Ticket as Tags. Tag-based filtering in HelpDeskEddy maps directly to Gorgias's Tag filter in the ticket inbox view. Tag counts are preserved; there is no tag limit in Gorgias at the platform level.

HelpDeskEddy macros reference internal dispatcher engine states, field IDs, and UI actions that do not map to Gorgias's rule engine. We do not migrate macro definitions as code. We extract a written inventory of every HelpDeskEddy macro: trigger condition, actions performed, and which tickets it applies to. This inventory is delivered as part of the migration handover package. The customer's admin rebuilds each macro in Gorgias Rules or Macros. Gorgias's built-in macro library and rule templates may partially cover common HelpDeskEddy macro patterns.

HelpDeskEddy time-spent records attached to tickets migrate to a Gorgias custom Number field (e.g., time_spent_minutes__c) on the Ticket. If the customer uses time-spent for billing, we recommend a dedicated Number field rather than Gorgias's native Timer feature. Precision depends on the source format; decimal hours convert to the nearest minute. We flag whether the source precision is sufficient for billing use.

HelpDeskEddy CSAT ratings migrate to a custom field on the Gorgias Ticket. If HelpDeskEddy stores ratings as numeric scores (1-5, 1-10), we use a Number field; if as categories (satisfied/dissatisfied), we use a Dropdown. Some platforms store satisfaction as a separate object; Gorgias stores it on the Ticket. We flag whether the customer used HelpDeskEddy's CSAT feature and note any rating scale differences for reporting context.

HelpDeskEddy Knowledge Base articles migrate to Gorgias Help Center articles. Article body content, status (published/draft), and associated tags transfer. Category assignment maps to Gorgias's folder structure. Note that Gorgias uses a single-folder hierarchy; if HelpDeskEddy's KB uses multi-level category nesting, the deepest level becomes the folder and parent categories are noted in the article body or metadata for manual reorganization. Public-facing KB URLs will differ at the destination; we deliver a URL redirect mapping as part of the handover. Inline images in articles migrate as attachments.

HelpDeskEddy chat channel logs migrate as message entries attached to the originating Gorgias Ticket. We map chat timestamps, agent name, and message body; rich media (images, file attachments) in chats migrate as inline attachments on the message. Chat thread structure (agent-customer alternation) is preserved in the message sequence order. If HelpDeskEddy stores chat as a separate object with a ticket reference, we use the ticket reference to attach messages to the correct Gorgias Ticket.

Analytics exports and Yandex Datalens dashboards built on top of HelpDeskEddy ticket data do not migrate. These reporting artifacts reference platform-specific metric definitions and HelpDeskEddy's internal data model that have no equivalent in Gorgias. We do not migrate analytics dashboards. The customer rebuilds reporting in Gorgias's Support Performance and Live Statistics dashboards, or connects Gorgias to a BI tool (e.g., Metabase, Looker) via the Gorgias API for custom reporting.