Migrate from Mojo Helpdesk to Gorgias

Mojo Helpdesk Tickets map directly to Gorgias Tickets. The full message history (Mojo Comments) migrates as Events on the Gorgias ticket. We resolve Mojo's status (open, pending, solved, closed) against Gorgias's status model, noting that pending tickets from Mojo import as closed in Gorgias by default since Gorgias does not have an equivalent pending status. We preserve Mojo ticket ID as external_id for reconciliation. Priority mapping follows the Mojo priority levels (low, normal, high, urgent) into Gorgias priority values.

Mojo Helpdesk agents map to Gorgias agents via email as the unique identifier. Mojo's admin versus agent role distinction maps to Gorgias admin versus agent permissions. Mojo CSV user import has a ceiling of 3,000 records per batch; for accounts exceeding this, we chunk into sequential batches and validate each chunk completes before proceeding. We flag any Mojo agent count exceeding the customer's target Gorgias plan and confirm plan adequacy before migration begins.

Mojo Helpdesk customer contacts map to Gorgias customers by email as the primary dedupe key. We preserve Mojo contact fields including name, email, phone, company affiliation, and custom fields. Mojo automatically creates contacts from new ticket submitter emails; we import contacts independently so that the customer record exists before any ticket references it. Custom field data on contacts migrates as Gorgias customer attributes. If Mojo has over 500 custom fields total (tickets plus contacts), we flag this during scoping because Gorgias does not import ticket fields when the source has more than 500 fields.

Mojo Helpdesk queues map to Gorgias Teams. Mojo queues are routing units tied to email routing rules and form submissions; we map each queue to a Gorgias Team and preserve the queue's routing email as the team's inbox email. Agents assigned to the Mojo queue map to the Gorgias Team members. Queue-level SLA timers migrate as Gorgias SLA Rules attached to the team inbox. We flag queue-to-team mapping during scoping because Gorgias Teams can have multiple inboxes (email, chat, SMS) whereas Mojo queues map to a single email routing rule.

Mojo Helpdesk Comments on a ticket — including agent replies, customer replies, internal staff notes, and CC'd participant messages — migrate as Gorgias Events attached to the ticket. Comment order is preserved by Event timestamp. Internal notes from Mojo migrate as internal Events in Gorgias (visible to agents only). Attachments referenced in comments migrate as Gorgias attachment records linked to the Event. We validate thread continuity by comparing first and last comment timestamps against the Gorgias ticket created_at and updated_at timestamps.

Custom fields on Mojo tickets and users require pre-creation in Mojo before any CSV import can populate them — a Mojo platform requirement that causes silent field data drops if fields do not exist. We audit the Mojo custom field schema during scoping and confirm all fields exist in the source account before migration begins. Custom fields migrate as Gorgias ticket attributes or customer attributes depending on object. String, boolean, date, and number field types from Mojo map to equivalent Gorgias attribute types. We flag any Mojo account with more than 500 total custom fields because Gorgias does not import ticket fields when that threshold is exceeded.

Mojo Helpdesk queue routing rules (email-based or form-based routing to specific queues) map to Gorgias Rules with conditions and actions. We document the routing logic (condition: subject contains X or sender email matches Y, action: assign to queue Z) as a written rule specification for the customer's admin to configure in Gorgias Rules. Mojo routing rules tied to Google Apps (now deprecated) require alternative routing configuration in Gorgias. Routing rules with complex conditions (nested AND/OR logic) are flagged for manual rebuild scope review.

Mojo Helpdesk SLA configurations (timer starts on ticket creation, pauses on customer reply, alerts before breach) migrate as Gorgias SLA Rules. Timeframes per priority level map from Mojo SLA definitions to Gorgias SLA response and resolution targets. We export SLA definitions during scoping and deliver them as a written SLA configuration document. Note that Gorgias SLA Rules operate at the team inbox level rather than at the global account level, which may require adjustment if Mojo SLAs are configured per-queue but cover a shared agent pool.

Mojo Helpdesk canned responses (pre-written reply templates associated with queues or categories) map to Gorgias Macros. We export template content and any trigger conditions. Only reply text and status change macro actions are fully supported in Gorgias Macros; macros with conditional logic, delay actions, or multi-step sequences migrate with an empty actions list and are flagged for manual rebuild. Mojo canned responses tied to queue-specific language are mapped to Gorgias Macros associated with the corresponding team inbox.

Mojo Helpdesk knowledge base articles migrate to Gorgias Articles. We export article content (HTML body), category assignments, and publish status. Articles must import in category-order sequence so that parent categories exist before child articles are assigned. Mojo article storage is tier-gated (Team plan storage limits may have capped article volume), so we verify available storage during scoping. Articles with broken links or missing media are flagged for content review before import. Post-import, Gorgias Articles integrate with Macros for self-service deflect triggers.

Mojo Helpdesk asset management (optional module tracking laptops, software licenses, warranties, contracts with ticket linkage) migrates as Gorgias customer attributes or as a separate import mapping asset records to customer properties. Assets and tickets must be imported in sequence in Mojo (assets first, then tickets with asset associations); we follow the same order during migration. If the customer's Mojo account does not have the Assets module enabled, we skip this object. We flag whether the destination Gorgias account requires a custom object or third-party asset management integration if the asset dataset is complex.

Mojo Helpdesk tags are free-form text applied to tickets for categorization. We map tags to Gorgias Tags on tickets. Mojo tags that appear on imported tickets migrate with those tickets; standalone tags without ticket associations are flagged during scoping. Tag naming (Mojo uses free-form text with no predefined vocabulary) may result in duplicate or inconsistent tags that we normalize during import by lowercasing and stripping whitespace. Gorgias Tags are used for ticket filtering and automation triggers.