Migrate from Movidesk to Gorgias

Movidesk Tickets map directly to Gorgias Tickets. The Movidesk schema (status, priority, owner, ownerTeam, changedBy, changedDate, permanencyTimeFullTime, permanencyTimeWorkingTime, statusHistories) maps to Gorgias's ticket object. Status values from Movidesk map to Gorgias Ticket Status values; Priority maps to Gorgias priority. We preserve the original created date, updated date, and closed date as ticket metadata. Note: Gorgias cannot auto-sync ticket statuses post-import—if a Movidesk ticket resolves after import, Gorgias won't reflect that change automatically.

Movidesk People records with agent role map to Gorgias Agent accounts. We match by email address as the dedupe key. Agent name, email, and active status migrate. Movidesk access profile permissions (which control Workflow visibility and feature access) do not map to Gorgias agent permissions; we document the Movidesk access profile assignments in a permissions matrix for the customer's admin to configure in Gorgias Settings.

Movidesk People records with customer role map to Gorgias Customer profiles. Email, name, phone, and any custom field values migrate. Customers are created before tickets so that the customer reference is satisfied at ticket import time. If the customer has a linked Shopify account, Gorgias's native Shopify integration can re-link the profile post-migration using the email address.

Movidesk Organizations (companies) have no direct Gorgias equivalent. Gorgias Customer records support a company name field but no separate Organization object. We map Organizations to the company name field on Gorgias Customer records. If the customer maintains separate Organization records with additional attributes (industry, size, contract tier), those attributes require custom field creation in Gorgias and migration as Customer custom fields. We flag this during scoping.

Movidesk Services represent service-level abstractions (e.g., Platinum Support, Enterprise SLA) that are distinct from ticket properties. Gorgias has no Services object. We map Service values to Gorgias ticket tags or a custom select field (e.g., service_tier) that the customer's admin configures in Gorgias Settings > Custom Fields before migration. The customer chooses the target strategy during scoping.

Movidesk Billing agreements track contractual service terms (contract dates, billing cycles, SLA commitments) that are Movidesk-specific. Gorgias has no Billing agreement object. We map available Billing agreement fields to Gorgias Customer custom fields (e.g., contract_start_date, contract_end_date, billing_cycle). Complex contractual hierarchies may require a separate spreadsheet inventory for the admin to reference post-migration.

Movidesk Assets track equipment or products linked to tickets and Organizations. Gorgias has no Asset object. We migrate asset data as a JSON attachment on the related Gorgias ticket or as a note with the asset identifier and attributes. Cross-references to Organizations become references to the company name field on the Customer record. If asset tracking is a core requirement, we recommend a third-party asset management integration post-migration.

Movidesk ticketCustomFieldValue uses a POST-only API with three named operations: InsertValues, UpdateValues, DeleteValues. There is no GET endpoint to retrieve custom field schemas. We discover Movidesk custom field definitions during the scoping phase (by inspecting a sample of ticket records), generate the corresponding Gorgias custom field definitions, create them via the Gorgias API (POST /custom-fields with object_type=Ticket), then issue InsertValues POSTs per field per ticket under the 10 req/min rate limit. Each custom field update counts toward the rate limit, so we batch and space these calls carefully.

Movidesk KB Articles map to Gorgias Help Center Articles. We export article title, body content (HTML), author, folder/category assignment, and status (published/draft). Articles are created in Gorgias after their parent Category exists. Note: multilingual KB requires post-migration verification—Movidesk mandates separate Help center appearance configurations per language, and Gorgias requires translations to be attached to each article. Incomplete translation sets may prevent articles from displaying correctly in the target language.

Movidesk KB Categories map to Gorgias Help Center Categories (top-level) and sub-Categories. We preserve the category hierarchy and position ordering. Categories must exist in Gorgias before articles can be assigned, so we sequence the KB migration as: top-level Categories, sub-Categories, then Articles. Multilingual KB requires that categories have translations in all enabled languages before articles can publish—this is a known Movidesk requirement that carries forward to Gorgias.

Movidesk tags on tickets and articles migrate as Gorgias Tags. Tags are flat label associations without hierarchy. We import tags as a tag list on the relevant Ticket or Article record. Tag naming is preserved as-is; no transformation is applied unless duplicate tag names are detected across ticket and article scopes.

Movidesk Workflow rules define sequential task execution and automation routing. Gorgias uses Macros (agent-triggered templates) and Rules (trigger-action automations), which are architecturally different. We do not migrate Workflows as code. We export the full Workflow definition including triggers, conditions, actions, and SLA escalations and deliver a written inventory with each Workflow mapped to a recommended Gorgias Rule or Macro equivalent. The customer's admin rebuilds the automations in Gorgias post-migration. Note: Movidesk Workflow requires the 'Allow registering work sequences' setting to be enabled per access profile—if this feature was disabled in Movidesk, the Workflow menu won't appear, and we verify this during scoping.