Migrate from Helpmonks to Gorgias

Helpmonks Conversations are the unified thread object containing both customer replies and internal notes in a single record. We split each Conversation into a Gorgias Ticket as the parent work unit and individual Message records for each customer-facing reply. Internal notes from Helpmonks surface as private comments on the Gorgias Ticket (Gorgias supports this via the private parameter on message creation at the API level). The original Conversation subject becomes the Ticket subject, and the last customer message timestamp sets the Ticket last_activity_at. Attachments embedded in the Conversation thread migrate as binary blobs linked to the parent Message.

Helpmonks Customer records (name, email, phone, company association, interaction history) map directly to Gorgias Customer. The Customer email address is the dedupe key. Any custom fields on the Helpmonks Customer (including CSAT ratings) map to Gorgias custom fields on the Customer object using the PUT /api/custom-fields/{id} endpoint to create the destination field definitions before import. We preserve the original Helpmonks Customer ID as an external_id on the Gorgias Customer for reconciliation.

Helpmonks allows up to 250 shared mailboxes on the Unlimited plan. Each source Mailbox maps to a Gorgias Inbox or, if the team uses team-based routing, to a Gorgias Team with corresponding Inbox routing rules. During scoping we identify which mailboxes map to which Inbox or Team and configure the routing rules in Gorgias before migration. If a Helpmonks Mailbox uses shared email addresses (forward-to-inbox), the corresponding email channel connects to the mapped Gorgias Inbox post-migration.

Helpmonks Label taxonomy (tag names and hierarchy) migrates to Gorgias Tags. Label-colour metadata does not have a native Gorgias equivalent, so colour information is recorded as a Tag description field in Gorgias. Any label-based automation or routing rules in Helpmonks do not migrate (no Flows or Rules equivalent), but we deliver a written map of each Label with its usage frequency and recommended Gorgias Tag plus Flow condition as a handoff for the admin.

Helpmonks User records (name, email, role, SSO identity) map to Gorgias Users. We resolve by email match. SSO-configured Helpmonks accounts may need re-authentication against the destination IdP post-migration. Any Helpmonks User without a matching Gorgias User goes to a reconciliation queue for the admin to provision before record import resumes. Agent vs Admin role in Helpmonks maps to the permission model in Gorgias (Agents handle tickets; Admins manage settings and integrations).

Attachments embedded in Helpmonks Conversations migrate as binary blobs linked to the parent Message in Gorgias. Large attachments are chunked during extraction to avoid Helpmonks API payload limits and re-assembled on the Gorgias side. We validate attachment integrity by comparing file hash pre- and post-migration and flag any records where the hash does not match for re-upload.

Helpmonks custom fields on Conversations (including CSAT ratings) map to Gorgias Ticket custom fields. We create the destination custom field definitions in Gorgias using the custom-fields API before importing data. The object_type is set to Ticket, the label matches the Helpmonks field name, and the field type is mapped from Helpmonks data type to the nearest Gorgias managed type (text, number, boolean, date).

Helpmonks custom fields on Customers migrate to Gorgias Customer custom fields. The same pre-creation step applies. Custom fields on Helpmonks that store metadata about the customer relationship (e.g., customer tier, account manager, contract value) map to Gorgias Customer custom fields and are preserved for segmentation and reporting in the destination.

Helpmonks Knowledge Base articles (public and private) migrate to Gorgias Help Center articles. Article content, categories, and structure transfer. Formatting, embedded media, and any knowledge-base-to-conversation linking behavior may require post-migration adjustment. We deliver a written inventory of any article that contains embedding or linking behavior that requires manual reformatting in Gorgias.

Helpmonks Live Chat installs on multiple websites as separate widgets. Chat history stored as part of the Conversations object migrates to Gorgias Tickets with the channel set to chat. Widget configuration, trigger rules, and proactive chat scripts do not migrate; we document the existing Helpmonks chat widget settings as a written reference for manual reconfiguration in Gorgias's Chat Widget settings.

Helpmonks Email Campaigns and Sequences have no direct Gorgias equivalent. Gorgias does not include a native email marketing module; teams using Helpmonks for drip campaigns and email sequences need to migrate the audience list to an external marketing platform (Klaviyo, Mailchimp, or the customer's preferred tool). We deliver a CSV export of Helpmonks campaign audience segments with tags for import into the replacement marketing tool.

Helpmonks internal notes are invisible to customers and stored within the Conversation object. We extract internal notes during migration and create them as private comments on the corresponding Gorgias Ticket using the private parameter. If the destination Gorgias account does not have private comment visibility configured for the migrating agent roles, we surface this as a pre-migration configuration requirement. Internal notes that were created by a Helpmonks user who will not have a Gorgias account are reassigned to a default agent.