Migrate from Helpshift to Gorgias

Helpshift Issues map directly to Gorgias Tickets. The Issue status (New, Open, Pending, Resolved, Closed) maps to Gorgias Ticket status values with a custom field hs_original_status__c preserving the original Helpshift status. Issue priority (Urgent, High, Medium, Low) maps to a Gorgias priority field. The assignee, created timestamp, updated timestamp, and resolution timestamp all migrate as typed fields. We fetch message content via the Helpshift REST API per Issue (the CSV export omits message bodies), then reconstruct conversation threads as Gorgias Ticket comments.

Helpshift End-users map to Gorgias Customers. We preserve email address (the primary dedupe key), name, and any metadata fields present in the user profile. User identity is critical here: if the Helpshift deployment used legacy SDK versions below 6.x, some users will appear as anonymous and we flag this in the data audit. Note that Gorgias Customers are separate from Tickets; the Customer holds contact information and a timeline of associated Tickets.

Helpshift Agents map to Gorgias Agents. We export agent identity (name, email, role — Admin, Supervisor, Agent) and group associations. Agent-to-issue assignments migrate as Ticket assignee assignments. We resolve agents by email match and flag any Helpshift agent without a matching Gorgias user for admin provisioning before the ticket import phase.

Custom Issue Fields (CIFs) from Helpshift require schema redesign for Gorgias. Helpshift CIFs attach per-app to Issues; Gorgias custom fields are scoped to Ticket or Customer via the object_type parameter. We create Ticket-scoped custom fields in Gorgias during setup and map CIF key-value pairs from each Helpshift Issue. Dropdown-type CIFs in Helpshift cap at 1,000 options; if a CIF exceeds this, we split it into multiple fields or switch to a text-type field in Gorgias. We validate all CIF option counts during the mapping phase before import.

Helpshift Apps define SDK configuration and which issue streams feed a particular inbox. Multiple Helpshift apps can feed a single inbox. We document which apps exist and how they map to Gorgias channels (email inboxes, chat widgets, social channels) during discovery. Each channel in Gorgias corresponds to a support channel type rather than an app; the customer configures channel routing in Gorgias Settings.

Helpshift FAQs and FAQ Sections export via the REST API with article body text, section hierarchy, and publication state preserved. We create Gorgias Help Center categories from Helpshift FAQ Sections and articles from Helpshift FAQ entries. Article URL slugs are recomputed in Gorgias; we document the mapping from Helpshift FAQ ID to Gorgias article ID for any referenced links. FAQ search relevance and tag-based routing do not carry over and require reconfiguration in Gorgias.

Helpshift Tags attach to Issues as a flat label list. Tags export with their associated Issue IDs. We import tags into Gorgias and apply them to the corresponding Tickets. Tags that do not yet exist in Gorgias are created during migration. No transformation is required; the tag semantics are preserved across platforms.

Helpshift Automations (auto-tagging, auto-assigning, auto-replies triggered on issue events) are workspace-level configuration not exposed by the REST API. We document the full automation ruleset — trigger type, conditions, and resulting actions — during the discovery walkthrough. This documentation is delivered as a Gorgias Rules equivalent specification so the customer's admin can rebuild each automation in Gorgias Rule Builder. We do not migrate Automations as executable code.

Helpshift Smart Views (saved filter sets that organize Issues into queues) and Queues (routing and priority definitions) are workspace configuration. The REST API does not expose these as structured data. We document the filter criteria, sort order, and display columns for each Smart View and deliver a step-by-step rebuild guide for Gorgias Views. This is manual work estimated at 1-3 days depending on Smart View count and complexity.

Helpshift conversation messages are nested events within Issues. We export messages via the REST API as a flattened timeline per Issue, then insert them as Comments on the corresponding Gorgias Ticket. Each comment preserves the author (agent or customer), message body, timestamp, and channel type (chat, email, push). We reconstruct the chronological conversation order using the message timestamp.

Attachments on Helpshift Issues export as file references with metadata. Large binary files may exceed API payload limits during export. We download attachments to a migration blob store, then re-upload them to Gorgias and attach them to the corresponding Ticket. Attachment file names and original upload timestamps are preserved. We flag any attachment exceeding Gorgias size limits during the audit phase.

Helpshift tracks user-level metadata including device platform, app version, and language attached to Issues rather than stored as a standalone object. We preserve this by annotating a set of custom fields on the Gorgias Customer record (device_platform__c, app_version__c, user_language__c) populated from the Helpshift issue user metadata at migration time. This ensures the device and app context that Helpshift agents relied on is visible in Gorgias.