Migrate from Octadesk to Gorgias

Octadesk Tickets map directly to Gorgias Tickets. Octadesk ticket properties (status, priority, subject, channel metadata) map to Gorgias ticket fields; channel origin (WhatsApp, email, Instagram) migrates as a tag on the Gorgias ticket for filtering and routing. Octadesk's customField array is parsed, each entry matched to its field definition, and individual custom field values are written to the corresponding Gorgias custom field. We flag date fields stored as strings in Octadesk for type coercion before insert.

Octadesk Chats are real-time sessions from livechat and webchat channels, retrieved via GET /chat with 100-item pagination. Each Chat session and its associated events are attached as comments on the parent Octadesk Ticket at migration time, then mapped as threaded message entries on the corresponding Gorgias Ticket. Chat duration, agent assignment, and channel metadata become ticket-level attributes. Accounts with high chat volumes will experience extended export windows due to sequential page-by-page pagination.

Octadesk Contacts store customer profiles with name, email, phone, lifecycle data, and custom properties. They map 1:1 to Gorgias Customers by email as the dedupe key. Octadesk custom Contact properties migrate to Gorgias custom Customer fields created via the Gorgias API before migration. If the destination account has no existing Customer with a matching email, a new Customer record is created.

Octadesk Companies represent business accounts associated with Contacts. They map to Gorgias Organizations, which link to Customers for B2B support scenarios. We preserve the Company-Contact association as a Gorgias Organization-Customer link. If Gorgias is not configured for organization-level support at the time of migration, we flatten the association and store the company name as a text field on the Customer record.

Octadesk Agents (users who handle Tickets and Chats) migrate as Gorgias Users. We map Octadesk agent records by email address, which becomes the login credential in Gorgias. Agent roles and permissions are preserved as notes in the migration output; Gorgias role assignment (admin, agent) is configured manually by the customer's admin post-migration because role semantics differ between platforms.

Octadesk Teams group agents for routing and SLA assignment. We preserve team membership and map team-based routing to Gorgias's team inbox configuration. If a Team in Octadesk references agents not yet provisioned in Gorgias, we hold the team mapping in a reconciliation queue pending User provisioning.

Octadesk Ticket customField arrays are the primary schema transformation challenge in this migration. We export each customField object, identify its data type (text, numeric, dropdown, date) from the field definition, and create equivalent Gorgias custom fields via the Gorgias API before ticket import begins. Fields with unsupported Octadesk data types are flagged for manual review. Dropdown fields in Octadesk map to Gorgias list-type custom fields.

Octadesk Contact-level custom properties migrate to Gorgias Customer custom fields. We create each custom field in Gorgias using the /api/custom-fields endpoint with object_type set to Customer before migrating any Contact records. Field priority order is preserved via the priority parameter on the custom field definition.

Attachments stored on Octadesk Tickets and Chats are referenced by URL. We download each attachment during migration, map it to the corresponding Ticket on the Gorgias side, and re-upload using Gorgias's attachment upload endpoint. Inline images within ticket body text are downloaded and re-hosted as ticket attachments. Files exceeding Gorgias's attachment size limits are flagged for manual handling.

Tags applied across Octadesk Tickets and Contacts migrate to Gorgias Tags by name. We normalize tag names to remove special characters that Gorgias does not support (maximum 50 characters, alphanumeric and hyphens). Tag assignments per record are preserved on the migrated Tickets and Customers. Duplicate tags created by case differences are merged during the normalization pass.

Octadesk automation rules, triggers, and routing logic have no export API. These configurations are not migrated. We produce a written automation audit report during scoping that enumerates every Octadesk rule (trigger type, conditions, actions, associated agents and teams) so the customer's admin can rebuild them in Gorgias Rules and Macros post-migration.

Octadesk's proprietary AI agents and chatbot flow configurations are built on internal schemas not exposed via public API. We do not migrate them. The customer should schedule time with their Octadesk team to document existing chatbot flows before migration begins. We deliver a flow-diagram reconstruction template alongside the automation audit report.