Migrate from LeadDesk to Gorgias

LeadDesk Contacts migrate to Gorgias Customers. The primary identifiers (first name, last name, email address, phone number) transfer directly. LeadDesk custom contact fields map to Gorgias string, number, or boolean custom fields on the Customer object, created via the Gorgias custom-fields API endpoint before import. The external_id field on each Gorgias Customer record is set to the LeadDesk contact ID for cross-system audit. If the customer maintains GDPR-compliant retention policies, the HasOptedOutOfEmail flag is set based on any LeadDesk consent property.

LeadDesk Campaigns and Projects are parent containers for outbound initiatives with no direct Gorgias equivalent. We map them to a two-level Gorgias tag taxonomy: the LeadDesk Campaign name becomes the primary tag (for example, Q4-Outbound-SMS), and the Project name becomes a secondary tag on the same tickets. This preserves campaign attribution in the ticket record without requiring a custom object. Tags are applied to all migrated tickets that originated from a given Campaign. The customer chooses whether to tag by campaign, project, or both during scoping.

LeadDesk Leads — unqualified contact records with a status, owner, and outcome history — map to Gorgias Tickets. The LeadDesk lead status (for example, New, Contacted, Qualified, Disqualified) maps to a custom text field leaddesk_lead_status__c on the Gorgias Ticket, preserving the original value for historical reporting. LeadDesk's primary phone and email on the Lead resolve to the corresponding Gorgias Customer. We create the Ticket only after the Customer record exists to satisfy the customer_id foreign key requirement in the Gorgias API.

LeadDesk call records (duration, disposition, agent assignment, timestamp) do not map to a native Gorgias object because Gorgias is ticket-centric, not call-record-centric. We create a Gorgias Ticket Message for each call record, with the message body formatted as a structured text block containing call duration, disposition code, agent name, and timestamp. If the customer scopes call recording URL attachments, these are added as message attachments via the Gorgias attachment API. This preserves the call history in the customer timeline even though Gorgias has no native call log object.

LeadDesk JennyBot conversations export from Chatbot Studio as a time-bounded ZIP containing four CSV files: conversations, outcomes, timing, and agent. We decompress, parse, and create a Gorgias Ticket for each conversation, with each message in the thread inserted as a sequential Ticket Message preserving the original timestamp and channel indicator (JennyBot). We flag the time-bounding gotcha during discovery: if the customer did not select a full historical range before exporting, conversations outside the selected window are not in the ZIP and cannot be recovered after the LeadDesk account is closed.

LeadDesk Agents (users who handle calls, manage campaigns, and receive ticket assignments) map to Gorgias Users. We resolve by email address — the Agent email becomes the Gorgias User email, and the Agent's role (Teamleader, Manager, Agent) maps to the Gorgias permission level (admin, agent). Because Gorgias charges per ticket rather than per seat, there is no cost implication to migrating all LeadDesk agents regardless of headcount. Any LeadDesk Agent without a matching email in the destination requires manual provisioning before the migration phase begins.

LeadDesk Offices represent multi-site deployment nodes with associated timezone, VoIP routing, and agent rosters. Gorgias has a Teams object that groups agents for routing and reporting. We map each LeadDesk Office to a Gorgias Team, preserving the Office timezone as the Team's timezone setting. Agent roster membership migrates as Team membership in Gorgias. If LeadDesk VoIP routing rules were configured per office, we document them as a written note for the customer's admin to re-implement as Gorgias Rules if phone routing is needed in the destination.

LeadDesk Teams group Agents under Teamleaders and Managers, with a reporting hierarchy. We preserve team membership and the manager-agent relationship during migration, mapping Teamleaders to Gorgias Team admins and Agents to Gorgias Team members. This preserves org chart context and routing logic that may be needed for SLA assignment in Gorgias.

LeadDesk Results and Outcomes are call disposition codes — the specific end-state of each call attempt (for example, Answered, No Answer, Busy, Voicemail, DNC). Gorgias has no native call disposition taxonomy on Tickets. We extract the full disposition code taxonomy from LeadDesk, create a custom text field leaddesk_disposition__c on the Gorgias Ticket object via the API, and populate it for every migrated ticket that originated from a call record. This preserves the disposition reporting capability that teams rely on for dialing campaign analysis.

LeadDesk allows custom fields on contacts with data types including string, number, boolean, and date. We create equivalent custom fields on the Gorgias Customer object via the POST /api/custom-fields endpoint before data import begins, using the object_type value Customer and the definition block matching the LeadDesk field type. Complex nested object fields (LeadDesk LeadApp state or dialer configuration objects) are flagged for manual review and documented rather than auto-migrated because Gorgias has no equivalent nested custom field structure.

LeadApps are add-on applications within LeadDesk that extend functionality. We export their configuration as JSON where the LeadDesk API exposes it, but we do not migrate their runtime state into Gorgias because Gorgias has no equivalent add-on application model. LeadApp configurations are delivered as a structured JSON export in the handoff documentation, and the customer's admin rebuilds any needed functionality as Gorgias Rules, Macros, or third-party integrations.

LeadDesk dialer modes (preview, power, predictive, AI Dialer) and round settings are stored per-campaign and have no equivalent object in Gorgias. Gorgias Automate handles rule-based ticket routing and resolution, which is architecturally different from outbound dialer campaign management. We document the full dialer configuration for each LeadDesk campaign (mode, pacing, wrap-up time, retry rules) as a written reference so the customer's admin can rebuild equivalent routing logic in Gorgias Rules or engage a Gorgias implementation partner.