Migrate from HelpNinja to Gorgias

HelpNinja Tickets map directly to Gorgias Tickets. The Ticket ID from HelpNinja becomes the external_id field on the Gorgias Ticket for cross-system reconciliation. Status (open, pending, resolved, closed) maps to Gorgias Ticket status values. We preserve the original created_datetime, updated_datetime, opened_datetime, closed_datetime, and last_received_message_datetime as separate timestamp fields. The Ticket subject maps to the Gorgias subject field. Thread-level messages (customer replies and agent responses) map to the Gorgias messages array.

HelpNinja Customer records (name, email, phone, external_id) map to Gorgias Customer. Email becomes the primary identifier. Phone maps to the phone field on the Customer object. We preserve any HelpNinja customer_id as external_id on the Gorgias Customer. If HelpNinja stores customer address or company data as custom properties, we map these to Gorgias Customer custom fields with object_type: Customer.

HelpNinja Agent records map to Gorgias Users. We match by email address. The agent's display name in HelpNinja becomes the Gorgias User name. Agent status (active/inactive) maps to the Gorgias user active flag. If HelpNinja agents are linked to specific ticket assignments, we resolve the user_id reference during the Ticket migration phase.

HelpNinja Tags migrate to Gorgias Tags. Tags are stored as an array on the Gorgias Ticket object. We preserve the full tag label including any hyphenated or spaced naming conventions used in HelpNinja. If HelpNinja uses tag-based categories for routing, we document these in the handoff report so the customer can configure equivalent Rules in Gorgias.

HelpNinja ticket assignment (which agent is assigned) maps to the Gorgias Ticket assignee_user field. We resolve the HelpNinja agent_id to the corresponding Gorgias User by email match. Tickets assigned to unassigned or deleted HelpNinja agents are assigned to a default Gorgias agent specified during scoping.

HelpNinja conversation messages (customer messages, agent replies, internal notes) map to the Gorgias messages array on each Ticket. We preserve the from_agent flag to distinguish agent responses from customer messages. Message timestamps migrate as received_datetime. If HelpNinja stores attachments per message, these transfer as Gorgias message attachments linked to the corresponding message record.

HelpNinja ticket custom fields map to Gorgias custom fields with object_type: Ticket. We create the destination custom fields in Gorgias before migration, matching field labels and data types (text, number, boolean, date). For multi-select or tag-based custom fields in HelpNinja, we evaluate whether a multi-select picklist or a tag-based approach is appropriate in Gorgias during scoping.

HelpNinja customer custom properties map to Gorgias custom fields with object_type: Customer. We create these before customer migration begins. The Gorgias API enforces object_type at the field level, so Ticket and Customer custom fields are created in separate API calls with the appropriate object_type parameter.

HelpNinja ticket statuses (e.g., open, pending, resolved, closed) map to Gorgias status values. We configure the Gorgias status workflow to match the HelpNinja status progression. If HelpNinja uses custom status labels, we create matching statuses in Gorgias before migration.

HelpNinja ticket priority (low, medium, high, urgent) maps to Gorgias priority. Priority values migrate as integer or label depending on whether HelpNinja uses a numeric or named priority scale.

HelpNinja channel metadata (email ticket, chat ticket, social ticket) maps to the Gorgias channel field. We document the channel values present in HelpNinja and configure matching channel options in Gorgias (email, chat, facebook, instagram, twitter, sms) before migration.

If HelpNinja includes a knowledge base or FAQ section, articles migrate to Gorgias Help Center articles. We map article title, body content, category or section assignments, and publication status. Knowledge base migration is optional scope and requires discovery to confirm HelpNinja has a KB export mechanism.