Migrate from Helpy to Gorgias

Helpy customers export via CSV with name, email, company, and locale fields. We transform these to Gorgias Customer API payloads, using email as the dedupe key. Any Helpy customer properties that do not map to a standard Gorgias Customer field become custom field values via the customer-fields endpoint. Active customer status in Helpy maps to active=true in Gorgias.

Helpy tickets export with subject, body, priority, status, assignee reference, and channel. We map Helpy status values (new, open, pending, resolved, closed) to Gorgias Ticket status (open, pending, resolved, spam, or closed). Priority mapping preserves high/medium/low ordering. Assignee references resolve against the User mapping created in the agents pass. Channel information maps to the Gorgias channel field (email, chat, facebook, instagram, twitter, or other).

Helpy Ticket Replies are a standalone import type linked to parent ticket number. We sort all reply records chronologically by timestamp before writing to Gorgias via the Messages API endpoint. Each message is attached to its parent ticket by ticket ID and assigned a sender type (agent or customer) based on the Helpy reply author type. If replies arrive out of order or reference a non-existent parent ticket in the destination, we flag and hold them for reconciliation rather than silently dropping them.

Helpy KB articles export with title, body, meta, and category assignment. We transform article content to Gorgias's Help Center article format and map the Helpy category ID to the corresponding Gorgias category ID computed during the categories pass. Articles without a resolvable category are held in an unassigned state for admin review post-migration. Content formatting (markdown or HTML) is normalized to match the target instance's configured Help Center format.

Helpy categories export as a discrete type that organizes the Knowledge Base. We import categories first in a dedicated pass, capture the assigned Gorgias category IDs, and use those IDs as foreign keys when importing articles in the subsequent pass. Category hierarchy (parent-child relationships) is preserved if the target Gorgias instance supports nested categories; otherwise we flatten to a top-level structure with ordering preserved.

Helpy agent records are not a standalone CSV import type. We provision agent accounts in Gorgias via the Users API using the agent's email address, assign the appropriate role (admin, agent, or viewer), and map ticket assignee references in the CSV export to the newly created Gorgias User IDs. Agents who should be deactivated post-migration are flagged during scoping and set to inactive rather than deleted so that historical assignment references remain intact.

Helpy tickets can carry tags depending on the installed version's CSV schema. We audit the source schema during discovery and extract tags from the ticket export if present. Tags are created in Gorgias via the Tags API before the ticket pass and linked to tickets by name match. Tags that do not exist in Gorgias are created on the fly during the ticket pass with idempotent upsert logic.

Helpy's CSV import does not support inline attachments. We flag attachment-heavy tickets during scoping, extract files to a managed CDN bucket, and provide a post-migration reference table mapping each attachment to its CDN URL and the ticket it belongs to. The reference table is delivered alongside the migration so that the customer's admin can attach files manually or use Gorgias's file upload API to complete the attachment restore.

Helpy supports custom metadata on tickets but the CSV schema for these fields varies by installation. We audit the target Gorgias instance's custom field configuration during discovery and create any missing custom field definitions via the custom-fields API before the ticket pass begins. Helpy custom field values are then mapped to the corresponding Gorgias custom field values by name match. Fields that exist in Helpy but have no Gorgias equivalent are held in a custom field log for admin review.

Helpy automation rules (triggers and automations) are not exportable via CSV and have no documented API for bulk migration. We document the existing automation logic during discovery, map each trigger and condition to its nearest Gorgias Rules or Macro equivalent, and deliver a written inventory with step-by-step rebuild instructions. The customer's admin rebuilds Rules and Macros in Gorgias post-migration; we do not port automation logic as code.

Helpy macro equivalents (canned response templates) are stored as part of ticket reply patterns rather than a discrete export type. We extract text patterns used repeatedly across ticket replies during the discovery pass, group them by similarity, and present a proposed Macro list for the customer to review. Macros are documented as a written handoff rather than migrated as executable code.

If Helpy has satisfaction survey responses attached to tickets, we export those as a standalone data set and map them to Gorgias's satisfaction survey object. The Helpy survey question text and rating or response value are stored as a custom field on the ticket in Gorgias rather than as a native satisfaction survey record, since Gorgias's survey object is tied to its own survey configuration flow.