Migrate from Odoo Help Desk to Gorgias

Odoo Tickets map to Gorgias Tickets. We map subject, description, stage, priority, assignee (res.users), partner (res.partner customer), team, tags, and creation dates. The Odoo ticket id is preserved as an external_id field for reconciliation. Stage names migrate as Gorgias Tags or Status values depending on the customer's configuration preference. Priority (low, normal, high, urgent) maps to Gorgias priority levels.

res.partner records linked to helpdesk.ticket map to Gorgias Customers. The primary lookup key is email address. We deduplicate by email before insert and preserve the full Odoo partner name, phone, email, and address fields. res.partner is a shared Odoo model; we scope the migration export to partners with at least one helpdesk.ticket reference to avoid pulling the entire Odoo partner database into Gorgias.

Ticket conversations in Odoo's mail.message model migrate as Gorgias ticket messages. Each message author is resolved via res.partner email match to the migrated Gorgias Customer or Agent. We batch message fetches per ticket in chunks of 50 to isolate the blast radius of an Odoo database timeout. Large threads exceeding 200 messages per ticket are flagged during scoping for manual customer confirmation of migration scope.

Odoo res.users records referenced as ticket assignees map to Gorgias Agents. We resolve by email match. Any Odoo user without a matching Gorgias agent email goes to a reconciliation queue for the customer's admin to provision before record import resumes. Inactive Odoo users are included with their active status preserved so historical assignment records remain intact.

Odoo helpdesk.ticket tags are string labels stored in a shared tag pool linked via many2many. Tag names migrate to Gorgias Tags attached to the corresponding tickets. Tags used for priority classification or team routing are identified during scoping and mapped to Gorgias Tag groups or Status values per customer preference.

Odoo Helpdesk Teams define pipeline settings, email aliases, and member assignments. Gorgias uses Inbox Views with filter rules rather than a team hierarchy. We map team email aliases to Gorgias channel integrations (email channel per alias) and team member assignments to Gorgias agent profiles. The Odoo team pipeline configuration is documented in a separate rebuild guide for Gorgias Flows.

Odoo SLA policies define response and resolution deadlines by ticket priority or team. Gorgias includes SLA management on higher tiers. We export SLA definitions as a written inventory with trigger conditions, deadline intervals, and escalation actions. The customer's admin rebuilds these in Gorgias SLA settings post-migration.

Odoo Help Desk ratings reference res.partner as the rater and res.users as the rated agent, with a rating value (1-5 stars) and optional comment. Gorgias captures satisfaction at ticket close via a CSAT widget. We export ratings as a custom field mapping on the ticket or as a linked satisfaction record, noting that the display format differs between platforms.

Odoo stages are records in helpdesk.stage scoped to a team_id, with name, sequence order, is_close flag, and fold status. Gorgias uses ticket Status (new, open, pending, resolved, closed) with Tags for extended categorization. We map Odoo stage names to Gorgias Status values and preserve the full stage list as Tags for cases where the customer needs more granular categorization.

Ticket attachments stored in ir.attachment linked by res_model and res_id are exported via /web/binary/base64 and mapped to Gorgias ticket attachments. Large binary blobs (over 25 MB per file) are flagged during scoping because Gorgias has attachment size limits per plan tier. We recommend using an external storage reference or a separate blob migration for large media files.

Odoo Studio custom fields on helpdesk.ticket use the x_studio_ prefix in the technical field name. Fields created via ir.model.fields use x_. Both live in ir.model.fields with state='manual'. We detect all x_* fields during schema discovery, present their human-readable labels to the customer, and map each to a typed Gorgias custom field (string, number, date, boolean, or dropdown) before migration begins.

Agent assignment on helpdesk.ticket references res.users. We export user login, name, active status, and email. Active status determines whether the agent is provisioned as active or inactive in Gorgias. The Odoo user timezone migrates to the Gorgias agent profile for SLA calculation accuracy.