Migrate from NV Desk to Gorgias

NV Desk Cases map directly to Gorgias Tickets. We preserve case status, priority, assignees, and channel metadata (voice, email, chat, social) by mapping to Gorgias ticket status, priority, assignee, and channel tags respectively. Historical timestamps on case creation and last modification transfer intact. NV Desk's automatic case creation rules do not migrate; we document them as a written inventory for the customer to rebuild as Gorgias Rules.

NV Desk Customer profiles (name, email, phone, company) map to Gorgias Customer records. Email address serves as the primary dedupe key. During migration, if a customer's email is updated in Gorgias while the import is still running, a duplicate record is created. We run customer import in a single pass and pause writes to the destination during the customer migration phase to prevent this. Company name from NV Desk maps to the Gorgias Customer company field.

NV Desk Agent records (name, email, team assignment, role) map to Gorgias Agent profiles. We match agents by email address. Any NV Desk agent without a matching Gorgias user goes to a reconciliation queue for the customer to provision the account before record migration resumes. Inactive NV Desk agents are migrated as inactive Gorgias agents to preserve assignment history.

NV Desk Teams map to Gorgias Teams. We preserve team structure and team-based routing for SLA assignment. Gorgias team configuration uses the Team object from the REST API. If NV Desk teams have conditional routing rules based on time or channel, we document those rules for rebuild as Gorgias Rules or Time Settings.

NV Desk custom fields on cases require type-mapping to Gorgias ticket field types. Dropdown maps to Gorgias Dropdown (with up to 5-level nesting); numeric fields map to Number; text fields map to Text (max 2,000 characters); binary flags map to Yes/No. NV Desk deployments with more than 25 custom fields require consolidation decisions during scoping: archive fields not actively used, merge related fields into nested dropdowns, or accept that some fields will not transfer. We flag every field with no direct Gorgias equivalent and present three options per field: create new field, map to existing field, or drop data.

Multi-channel conversation threads (voice call notes, email, chat, social) attached to NV Desk cases migrate as Messages in Gorgias tickets. We preserve channel metadata (the originating channel for each message), timestamps, and sender information. For voice call notes, the note content migrates as a message; call recording URLs are preserved as external links if accessible from NV Desk export.

File attachments on NV Desk cases migrate as Gorgias Files attached to the corresponding ticket. Large attachments or inline images may require chunked transfer or customer-hosted file transfer depending on size and the NV Desk export endpoint capability. We inventory file types and sizes during scoping to confirm the transfer approach before migration begins.

NV Desk tags applied to cases migrate as Gorgias ticket tags. Tag naming collisions (duplicate tag names) are resolved during the mapping phase by appending a source-system identifier. The tag array on each ticket migrates as-is; tag taxonomy rebuild (tag groups, tag-based routing) is documented separately for the customer to configure in Gorgias.

NV Desk SLA configurations (response and resolution targets per team or case type) map to Gorgias SLA rules where the destination plan supports SLA management. We document each NV Desk SLA rule with its conditions, targets, and team assignments, then map them to Gorgias SLA configurations. If the destination Gorgias plan does not include SLA management, we flag this and present the available workaround (Gorgias Rules for basic SLA reminders) during scoping.

NV Desk KB articles and categories migrate to Gorgias Help Center articles. HTML content is preserved and reformatted to match Gorgias's content schema. NV Desk's custom hierarchy maps to Gorgias's basic single-folder hierarchy; multi-level NV Desk category structures require flattening or selective mapping to avoid information loss. Community forum articles do not migrate because Gorgias does not offer a community forum feature.

NV Desk's nine pre-built contact center integrations (Genesys, Cisco, Avaya, Five9, Amazon Connect, Dialpad, Webex, Zoom, Nice) are configuration-level and tied to the NV Desk deployment. They do not migrate as data. We inventory the active integrations during scoping, document the current configuration (integration type, version, connected phone numbers or queues), and provide a written plan for re-establishing equivalent functionality in Gorgias using Aircall (Gorgias native phone integration) or HTTP-based custom integrations.

NV Desk reporting dashboard configurations and saved report definitions do not export. We migrate historical report data (ticket volumes, response times, agent performance) where accessible via the source export as data records, but the report layout itself must be rebuilt in Gorgias's reporting interface. We deliver a written report inventory listing every NV Desk report with its data sources and visualization types for the customer to reproduce in Gorgias.