Migrate from LiveHelpNow to Gorgias

LiveHelpNow Tickets map directly to Gorgias Tickets. We preserve the original LiveHelpNow ticket ID as a reference field on the Gorgias ticket for audit traceability. Ticket status (Open, Pending, Resolved, Closed) maps to Gorgias Ticket status values, with the original LiveHelpNow status stored in a custom reference field. Assigned agent maps via email match to the Gorgias User. Priority and any custom ticket fields transfer as typed Gorgias custom fields, which we create in the destination account before import.

LiveHelpNow separates Conversations (chat sessions) from Tickets, while Gorgias merges both into a single Ticket with an ordered message thread. We reconstruct the thread by merging each LiveHelpNow Conversation linked to a Ticket into the corresponding Gorgias Ticket as message events in chronological order, preserving operator name, customer name, message content, and timestamp. Standalone LiveHelpNow Conversations without a linked ticket create a new Gorgias Ticket with the chat content as the initial message.

LiveHelpNow Agents map to Gorgias Users. We resolve by email address match. Agent name, email, role (Admin, Operator), and group/queue assignments transfer. Queue routing rules from LiveHelpNow Workforce Management export as a written reference document; Gorgias Rules handle routing in the destination but routing logic does not migrate as code.

LiveHelpNow KB articles map to Gorgias Help Center articles. We preserve article title, body content (rich text), category assignment, tags, and publication status. Article IDs change during import; we maintain a cross-reference table mapping old LiveHelpNow article IDs to new Gorgias article IDs so that embedded KB links and chat widget references can be updated post-migration. Customer must confirm all published KB URLs after cutover.

LiveHelpNow Knowledge Base categories form a hierarchical folder structure. We replicate the full category tree in Gorgias Help Center with parent-child relationships preserved so that article navigation order mirrors the source. Category-level permissions (public, internal, agent-only) map to Gorgias article visibility settings.

LiveHelpNow customer records (name, email, phone, company) map to Gorgias Customer. We use email as the dedupe key. LiveHelpNow customer notes transfer as Gorgias Customer notes. If the customer record links to a LiveHelpNow Conversation, we associate the merged ticket thread with the corresponding Gorgias Customer record.

LiveHelpNow canned response templates map to Gorgias Macros. We export the folder hierarchy and content so the Macro library mirrors the source organization. Macro triggers (ticket status change, channel, keywords) do not migrate as configuration; we deliver a Macro inventory document with trigger recommendations for the customer to configure in Gorgias Rules. Macros are named individually rather than batched, so the folder structure becomes a naming convention or tag in Gorgias.

LiveHelpNow tags on tickets and knowledge base articles transfer as Gorgias Tags. Tag inheritance and auto-suggest behavior differ between platforms, so we document which tags are present and recommend whether they should be applied as labels, trigger conditions in Rules, or filter criteria in Views during the post-migration configuration phase.

LiveHelpNow custom fields on tickets (string, number, date, dropdown) map to Gorgias Ticket custom fields. We extract the LiveHelpNow field schema and create matching Gorgias custom fields before data import. Field type compatibility must be verified during scoping: dropdown fields map to Gorgias dropdown, date fields to Gorgias date, numeric fields to Gorgias number. Custom fields that do not have a direct Gorgias type equivalent are documented as requiring a custom workaround or a different UI approach.

LiveHelpNow post-chat and post-ticket survey response data migrates as records attached to the corresponding ticket in Gorgias. Survey questions, trigger conditions, and routing rules are platform configuration settings that do not export; we deliver a survey inventory document listing each LiveHelpNow survey with its questions and trigger logic for the customer to rebuild in Gorgias CSAT and Rules.

LiveHelpNow agent scheduling, availability windows, and queue routing rules exist as workforce management configuration settings rather than transactional data records. We export them as a written report for the customer's reference. Gorgias scheduling and availability are handled through separate tools and do not accept this data through the API; the customer must configure availability in Gorgias Calendar or through an integrated workforce management tool post-migration.

Facebook, Twitter, and other social channel messages surface as ticket-linked conversations in LiveHelpNow. We migrate the message content and attach it to the corresponding Gorgias Ticket. Social-channel-specific metadata (Facebook page reference, tweet thread ID) is stored in a custom reference field. The social channel connection itself must be reconfigured in Gorgias as a separate channel setup step.