Helpdesk migration
Field-level mapping, validation, and rollback between Helpwise and Gorgias. We move data and schema; workflows are rebuilt natively in Gorgias.
Helpwise
Source
Gorgias
Destination
Compatibility
10 of 12
objects map 1:1 between Helpwise and Gorgias.
Complexity
CModerate
Timeline
3-5 weeks
Overview
Moving from Helpwise to Gorgias is a structural migration that combines a channel-centric shared inbox model with an ecommerce-native per-ticket helpdesk. Helpwise organizes around Shared Inboxes and Conversations with a fixed per-seat price, while Gorgias uses Tickets, Customers, and Macros with per-ticket billing that includes unlimited users on every paid plan. We migrate Helpwise Conversations as Gorgias Tickets, preserve Tags as Tags, map Saved Replies to Macros, and transfer Knowledge Base articles as Help Center articles. The key pair-specific challenge is the migration window: Helpwise captures data frozen at import start, so any live tickets created during migration require a post-cutover delta sync we coordinate explicitly. Custom fields, SLA Rules, and Automation Rules require value-level mapping because their configuration is per-account and not always exposed via the public API. Workflows and Sequences do not migrate as code; we deliver a written inventory for the customer's admin to rebuild in Gorgias.
Every standard and custom field arrives verified.
AI proposes the map; you confirm before any record moves.
Parent–child, lookups, and ownership stay linked.
Calls, emails, meetings — with original timestamps.
Documents, uploads, and inline notes move with the record.
Why teams make this switch
Leaving
What's pushing teams away
Choosing
What's pulling them in
Object mapping
Each row shows how a Helpwise object lands in Gorgias, including any object-level transformations, lookup resolution, or schema-design dependencies.
Typical mapping — final map is confirmed during the sample migration step.
Helpwise
Conversation
Gorgias
Ticket
1:1Helpwise Conversation threads map to Gorgias Tickets. Each conversation's message body, timestamps, internal notes, and thread history transfer in chronological order. We map Helpwise conversation status (Open, Pending, Resolved, Snoozed) to Gorgias Ticket status values, preserving the original status from Helpwise. Assignee resolves via email match against Gorgias Agent records. Channel origin (email, chat, WhatsApp, SMS) is stored as a ticket attribute from the Helpwise inbox channel metadata.
Helpwise
Contact
Gorgias
Customer
1:1Helpwise Contacts migrate to Gorgias Customers 1:1 by email address as the dedupe key. Display name, phone number, and external ID transfer. Contact tags re-apply as Gorgias Customer tags. Custom contact properties migrate to Gorgias Customer custom fields; we flag any Helpwise custom field without a Gorgias destination equivalent for the customer to configure pre-import.
Helpwise
Shared Inbox
Gorgias
Channel or Mailbox
lossyEach Helpwise Shared Inbox (email, Facebook, Instagram, WhatsApp, SMS, live chat, calling) maps to a corresponding Gorgias Channel configuration. The inbox assignment rules and collision detection settings transfer as Gorgias routing rules. Multi-brand setups where Helpwise uses separate inboxes per brand map to Gorgias brands or stores configuration depending on the destination plan.
Helpwise
Tag
Gorgias
Tag
1:1Tags applied to Helpwise Conversations and Contacts transfer to Gorgias Tickets and Customers respectively. Tag names and color assignments preserve exactly. We do not rename or deduplicate tags unless the customer explicitly requests consolidation during scoping.
Helpwise
Internal Note
Gorgias
Note
1:1Helpwise Internal Notes attached to Conversations migrate to Gorgias Note records attached to the corresponding Ticket. Author, timestamp, and body text preserve. Note visibility stays internal-only in Gorgias. Notes do not become ticket messages or public replies.
Helpwise
Team Member
Gorgias
Agent
1:1Helpwise Team Members map to Gorgias Agents by email address. We create the Agent record and assign them to the channels they had access to in Helpwise. If a Team Member email does not exist in the destination, we flag for the customer's admin to provision before record import resumes.
Helpwise
Saved Reply
Gorgias
Macro
1:1Helpwise Saved Replies migrate to Gorgias Macros with full body content and shortcut codes preserved. Helpwise Standard plan caps Saved Replies at 15; Premium and Advanced are unlimited. We audit the source Saved Replies count during scoping and flag any cap gap. If the destination plan is Standard and the count exceeds 15, the customer must upgrade or prune before migration.
Helpwise
Knowledge Base / Help Center Article
Gorgias
Help Center Article
1:1Helpwise Help Center articles, categories, and published status migrate to Gorgias Help Center. Article URLs are rebuilt in Gorgias; internal links within articles update to point to the new Help Center URLs post-migration. Media attachments embedded in Helpwise articles may require manual re-upload per Gorgias CSV import constraints; we document which articles contain embedded media and provide a re-upload checklist.
Helpwise
Custom Field (Conversation)
Gorgias
Custom Field (Ticket)
1:1Helpwise custom ticket fields migrate with field names and value picklists mapped directly to Gorgias Ticket custom fields. We pre-create the destination custom field schema before migration. Any Helpwise custom field with no clean Gorgias equivalent is flagged with the customer to configure before the import phase.
Helpwise
Custom Field (Contact)
Gorgias
Custom Field (Customer)
1:1Helpwise custom contact fields migrate with field names and value picklists mapped directly to Gorgias Customer custom fields. Value options preserve as picklist values. Multi-select custom properties map to Gorgias multi-select fields.
Helpwise
CSAT Survey Response
Gorgias
CSAT Score
1:1CSAT scores and survey responses transfer from Helpwise where the source API exposes them. Survey configuration (questions, triggers, thresholds) requires manual setup in Gorgias as it is not exposed in the source API. We deliver a survey configuration inventory for the customer's admin to rebuild in Gorgias.
Helpwise
Automation Rule
Gorgias
Rule
lossyHelpwise Automation Rules (assignment, tagging, forwarding, routing) are documented with trigger, conditions, and actions preserved in a written inventory. Destination-specific triggers and channel conditions may require adjustment when rebuilt in Gorgias Rules. We do not migrate automation as executable code; the admin rebuilds in Gorgias using the inventory as a blueprint.
| Helpwise | Gorgias | Compatibility | |
|---|---|---|---|
| Conversation | Ticket1:1 | Fully supported | |
| Contact | Customer1:1 | Fully supported | |
| Shared Inbox | Channel or Mailboxlossy | Fully supported | |
| Tag | Tag1:1 | Fully supported | |
| Internal Note | Note1:1 | Fully supported | |
| Team Member | Agent1:1 | Fully supported | |
| Saved Reply | Macro1:1 | Fully supported | |
| Knowledge Base / Help Center Article | Help Center Article1:1 | Fully supported | |
| Custom Field (Conversation) | Custom Field (Ticket)1:1 | Fully supported | |
| Custom Field (Contact) | Custom Field (Customer)1:1 | Fully supported | |
| CSAT Survey Response | CSAT Score1:1 | Fully supported | |
| Automation Rule | Rulelossy | Fully supported |
Gotchas + challenges
Platform-specific issues from each side, plus the pair-specific challenges that don't show up on either platform's page on its own.
Helpwise gotchas
Migration captures only pre-import data
Saved Replies cap on Standard plan
SLA Rules require Advanced tier
API rate limits not publicly documented
Chat Widget embed code is non-transferable
Gorgias gotchas
AI Agent adds outcome-based fees on top of billable ticket costs
Overage billing for tickets scales nonlinearly
API rate limits restrict bulk export throughput
Agent data visibility cannot be restricted by role for GDPR use cases
Knowledge Base translations require separate API calls per locale
Pair-specific challenges
Migration approach
Discovery and plan alignment
We audit the Helpwise account across Shared Inbox count, conversation volume, saved replies count, Knowledge Base article count and category structure, team member count, active Automation Rules, SLA Rule configurations, and custom field definitions. We pair this with a Gorgias plan evaluation: Starter ($10/month, 50 tickets) suits small teams; Basic ($60/month, 300 tickets) covers mid-volume ecommerce; Pro ($360/month, 2,000 tickets) enables Gorgias Automate for high-volume automation. The discovery output is a written migration scope, a Gorgias plan recommendation, and the Saved Replies cap audit report.
Schema pre-creation in Gorgias
We pre-create the destination schema in Gorgias before any data import. This includes creating all custom ticket fields and custom customer fields (mapped from Helpwise custom properties), configuring channel settings to match the Helpwise shared inbox structure, setting up routing rules aligned with Helpwise inbox assignment, and configuring SLA settings if the Advanced plan is selected. Channels are provisioned in dependency order: email channels first, then chat, SMS, WhatsApp, and social channels. Schema validation runs in a Gorgias sandbox environment before production migration begins.
Saved Replies audit and macro preparation
We extract all Helpwise Saved Replies with their shortcut codes and full body content. If the count exceeds 15 and the Helpwise plan is Standard, we present the gap to the customer with three options: upgrade Helpwise to Premium before migration, prune the list to 15, or proceed with a partial import and rebuild the remainder in Gorgias Macros post-migration. We prepare the macro import file in Gorgias-compatible format with shortcut codes preserved as macro shortcuts.
Production migration in dependency order
We run migration in record-dependency order: Agents first (matched by email, gaps flagged for provisioning), then Customers (from Helpwise Contacts), then Tickets (from Helpwise Conversations with assignee resolution), then Tags (re-applied to migrated tickets and customers), then Internal Notes (attached to migrated tickets), then Macros (from Saved Replies), then Knowledge Base articles, then CSAT responses. Each phase emits a row-count reconciliation report before the next phase begins. We disable Gorgias Rules during import per migration best practice and re-enable them post-import.
Knowledge Base article transfer and media audit
We migrate Helpwise Help Center articles to Gorgias Help Center with article body, categories, and published status. Internal links within articles update to point to new Gorgias URLs. We flag articles containing embedded media (screenshots, PDFs, images) in a separate media checklist because Gorgias CSV import does not carry media files. The customer re-uploads flagged media post-import using the checklist as a guide.
Cutover, delta sync, and automation handoff
We freeze Helpwise writes during cutover, run a delta migration of any tickets, contacts, or conversations created between the initial snapshot and go-live, then enable Gorgias as the system of record. We deliver the Automation Rules and SLA Rules inventory document to the customer's admin for rebuild in Gorgias Rules. We support a one-week hypercare window where we resolve any reconciliation issues. We do not rebuild Helpwise Automation Rules as Gorgias Rules inside the migration scope; that work is a separate engagement or an internal admin task.
Platform deep dives
Helpwise
Source
Strengths
Weaknesses
Gorgias
Destination
Strengths
Weaknesses
Complexity grading
Moderate Helpdesk migration. 3 of 7 objects need a mapping; the rest are 1:1.
Overall complexity
Moderate migration
Derived from compatibility, mapping clarity, API constraints, and data volume across Helpwise and Gorgias.
Object compatibility
3 of 7 objects need a mapping; the rest are 1:1.
Field mapping clarity
Field mapping is derived from defaults — final spec confirmed during the sample migration.
Timeline complexity
7-object category — typical timelines run 2–7 days end-to-end.
API constraints
Helpwise: Not publicly documented — Helpwise acknowledges limits exist but publishes no specific thresholds.
Data volume sensitivity
Helpwise doesn't expose a bulk API — REST + parallelization used for high-volume runs.
Estimator
Rule-based pricing — no per-record fees, no manual quotes. Migrations over 2M records are scoped individually.
Step 1
Pick a category, then your source and destination platforms.
Category
FAQ
Answers to the questions buyers ask most during Helpwise to Gorgias migration scoping. Not seeing yours? Book a call.
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