Migrate from Helprace to Gorgias

Helprace Tickets map to Gorgias Tickets with subject, body, status, priority, assignee, tags, and the full reply thread. Helprace bulk export does not cover tickets — we call the Ticket API endpoint with per-record pagination. Reply threads import as nested messages under the parent ticket. Custom fields migrate after we pre-create matching fields in Gorgias (Gorgias supports Ticket and Customer custom fields via PUT /api/custom-fields/{id}). Agent assignment resolves by email match against the Gorgias User table.

Helprace Customers (Users with customer role) map to Gorgias Customers with email, name, phone, language, timezone, and note fields preserved. Organization membership from Helprace is stored in a Gorgias custom field customer_organization__c. Active and inactive users both migrate; inactive users are flagged in a custom is_inactive__c field so the customer can manage them post-migration.

Helprace Organizations are first-class records grouping multiple customers. Gorgias does not have a standalone Organization object — customers are individuals with an optional company name field. We flatten Helprace Organizations by writing the org name to each customer's company field and creating a custom text field helprace_org_id__c to preserve the grouping relationship for reporting or future org-level segmentation.

Helprace User Groups control access to restricted spaces and drive workflow routing. We map group names to Gorgias Teams, preserving membership lists so agents remain in the correct access scope post-migration. Teams must exist in Gorgias before agents are assigned, so we create teams during the schema setup phase before any record migration begins.

Helprace Teams represent departments or office branches. These map directly to Gorgias Teams. Team membership is preserved by resolving each Helprace agent's team assignment and placing them in the corresponding Gorgias Team during the agent provisioning phase.

Helprace Saved Replies map to Gorgias Macros. The raw text migrates including Helprace {{placeholder}} tokens (e.g., {{customer.name}}, {{customer.email}}). We flag every migrated macro for manual review — the customer or their Gorgias admin must replace Helprace placeholders with Gorgias variable syntax (e.g., {{customer.name}} becomes {{ticket.customer.name}}) before macros go live. This is a content correction step, not a data-loss risk.

Helprace Macros update multiple ticket properties in a single click (field updates, assignments, tag adds). We export the full action list from Helprace and document each macro's behavior. Gorgias Rules provide equivalent functionality (field updates, tag additions, assignments, auto-replies) but are configured through the Gorgias Rules interface rather than imported. We deliver a written rule equivalent for each Helprace macro so the admin can rebuild in Gorgias.

Helprace Tags migrate to Gorgias Tags as free-form strings. Tags are preserved on tickets during import and are available for filtering and reporting in Gorgias immediately after migration.

Helprace ticket custom fields migrate to Gorgias Ticket custom fields. Customer-level custom fields migrate to Gorgias Customer custom fields. We pre-create fields in Gorgias during schema setup using the custom-fields API, matching field type (text, number, boolean, date) to the Gorgias managed_type equivalent. Required fields on the source are set as required in the destination.

Helprace Satisfaction Ratings are a first-class object tied to ticket resolution. Gorgias does not have a native satisfaction ratings store — CSAT is managed through post-conversation surveys and is not part of the standard customer record. We migrate rating value and comment as a custom field satisfaction_rating__c and satisfaction_comment__c on the Gorgias Customer record. The customer enables Gorgias satisfaction surveys post-migration for new interactions.

Helprace KB Articles map to Gorgias Help Center Articles with title, body (rich text), category, and visibility preserved. Helprace bulk CSV export covers KB content — we use that path when available for efficiency and fall back to API pagination for full article fidelity including inline images. Categories map to Gorgias Help Center categories, which must be pre-created during schema setup.

Helprace Community Topics (Questions, Ideas, Problems, Praise) have no native equivalent in Gorgias, which does not include a community forum module. Topics do not migrate as records. We extract topic title, body, reply threads, vote counts, and status into a written inventory document that the customer's admin uses to plan a separate community rebuild — either within a third-party community platform (Discourse, G2 Community) or by creating a dedicated section in the Gorgias Help Center for feedback and Q&A. This is flagged as out-of-scope during scoping and included in the handoff package.

Helprace attachments are stored as URLs pointing to Helprace's file store. We download each file locally, then re-upload to Gorgias's attachment storage using the ticket-messages API. Filenames and original MIME types are preserved. Inline images embedded in ticket bodies and KB articles are downloaded and re-hosted in Gorgias. This step adds time to the migration for accounts with large attachment volumes (500+ files).

Helprace internal notes attached to tickets migrate as private notes on the corresponding Gorgias ticket. We flag notes as internal versus public using the Gorgias message type (note vs reply). The original timestamp and author agent are preserved in custom message metadata.