Migrate from Herodesk to Gorgias

Herodesk Customers map directly to Gorgias Customers. We preserve email address (used as the dedupe key), full name, phone number, and any custom customer properties as Gorgias custom fields on the Customer object. Webshop identifiers from connected Shopify, WooCommerce, or Magento stores migrate as external_id references for future order-context resolution.

Herodesk Tickets migrate 1:1 to Gorgias Tickets, preserving the full conversation thread (all messages in chronological order), ticket status (open, pending, resolved, closed), priority, and assignee. We set the Gorgias channel value to match the Herodesk channel the ticket originated from. Closed ticket history is fully preserved including internal notes and agent assignments.

Each message within a Herodesk Ticket becomes a Gorgias Ticket Message. Customer messages and agent replies are differentiated using Herodesk's sender type field and mapped to the corresponding Gorgias sender role. Timestamps are preserved on every message to maintain the conversation timeline. Attachments inline or linked to messages migrate as separate file records re-uploaded to Gorgias.

Herodesk Inboxes map to Gorgias Team Inboxes. On Herodesk Lite, only 1 inbox exists; Plus allows multiple. We audit the source inboxes during discovery and map each to a corresponding Gorgias Team. If the customer uses inbox-level routing in Herodesk (separate inboxes per brand or channel), we recreate equivalent Teams in Gorgias and configure channel-to-team routing.

Herodesk channels (Email, Facebook, Instagram, Chat) map directly to their Gorgias equivalents. Each active Herodesk channel connection is audited during discovery and re-established in Gorgias during cutover by the customer's admin using the channel setup wizard. Channels with no Gorgias equivalent (rare on this migration path) are flagged during discovery.

Herodesk Users map to Gorgias Agents by email address match. Name, email, and role (admin, agent) migrate. Herodesk does not have a role hierarchy equivalent to Gorgias's admin/supervisor/agent tiers, so we default all migrated agents to the standard agent role and flag any users with admin-level Herodesk access for manual role elevation in Gorgias post-migration.

Herodesk Tags migrate to Gorgias Labels. Tag names are preserved as-is. If the customer uses hierarchical tag prefixes (e.g., dept:refunds, priority:high), we optionally create Gorgias Label categories during migration to preserve the taxonomy. Tags applied by Herodesk auto-tagging rules require manual recreation in Gorgias Rules; the tag names migrate but the triggering logic does not.

File attachments on Herodesk ticket messages migrate as Gorgias attachments with original filenames preserved. We download each attachment from Herodesk via API and re-upload to Gorgias, linking to the corresponding ticket and message. Image attachments embedded in message bodies are handled as inline images with their original URLs preserved where possible.

Order references from connected webshops (Shopify order ID, WooCommerce order number) that appear inside Herodesk Customer and Ticket context migrate as external_id values on the Gorgias Customer record. Full order data lives in the eCommerce platform, not the helpdesk. We preserve the order reference so that Gorgias's native Shopify integration can surface order context from the live webshop connection once reconnected.

Herodesk Workflow Automations (routing rules, auto-tagging, auto-reply triggers) have no export representation in the Herodesk API. We audit every active automation during discovery, document its trigger conditions, actions, and channel scope in a written specification sheet, and deliver it to the customer for manual rebuild in Gorgias Rules. This is not a data migration; it is a specification handoff.

Herodesk AI Agent configurations (automatic reply rules, translation settings, routing logic) live in Herodesk's rules engine and are not accessible via API export. We audit the active AI Agent settings during discovery and deliver a written configuration specification covering reply triggers, supported languages, and routing targets. The customer rebuilds these in Gorgias AI Agent post-migration. Gorgias AI Agent pricing ($0.90-1.00 per resolution) should be reviewed against expected ticket volume before activation.

Auto-tagging rules in Herodesk apply tags based on conditions (channel, keywords, customer属性). We migrate the resulting tag names but not the rule logic. We document each active auto-tagging rule in the automation specification sheet and provide the recommended equivalent in Gorgias Rules with conditions and tag assignments translated to Gorgias syntax.