Migrate from OneDesk to Gorgias

OneDesk Tickets migrate to Gorgias Tickets with subject, description, status, priority, and assignee preserved. OneDesk's customer (requester) reference maps to the Gorgias customer email lookup, which deduplicates by email address. The OneDesk Item ID is stored in a migration reference field on the Gorgias ticket for audit and automation reconstruction. We map OneDesk ticket status values (New, Open, Pending, Resolved, Closed) to Gorgias ticket status equivalents using the destination platform's status enum.

OneDesk conversation messages on Tickets export with author, timestamp, message body, and an internal/external flag. We preserve the full thread in chronological order by timestamp and map author references to migrated agent and customer records in Gorgias. Internal notes in OneDesk map to internal messages in Gorgias; public customer replies map to external messages. The chronological sequence is critical for audit continuity.

OneDesk Customer records (external contacts, separate from billable Users) migrate to Gorgias Customers with name, email, company, and contact details preserved. OneDesk customers are non-billable and unlimited; Gorgias Customers similarly do not consume agent-seat licenses. Custom properties on Customer records require field-level mapping because OneDesk's shared custom field schema differs from Gorgias's Customer-scoped custom fields. We extract the Customer-specific custom field subset during scoping and map values to matching Gorgias Customer custom fields.

OneDesk Users (billable agent accounts) migrate to Gorgias agents with name, email, and role preserved. OneDesk distinguishes Users from Customers for billing purposes; in Gorgias, all agent accounts consume a seat license. We flag every OneDesk User during scoping so the customer can verify seat provisioning against the destination Gorgias plan before migration begins. Inactive OneDesk Users map to inactive Gorgias agents to preserve historical assignment on closed tickets.

OneDesk's custom fields are shared across all Item types and extracted at the Item level. We separate the Ticket-scoped subset and map it to Gorgias Custom Fields with object_type=Ticket. Supported field types (text, number, boolean, date, dropdown) migrate directly. Multi-select checkbox fields in OneDesk map to Gorgias multi-select custom fields. Any unsupported field type (conditional fields, formula fields) is flagged for manual evaluation during scoping.

OneDesk Customer records may have custom properties from the shared schema. We extract Customer-specific custom fields separately from Ticket-scoped fields during scoping, as Gorgias enforces object_type scoping on custom fields. Customer custom fields are pre-created in Gorgias with object_type=Customer before any Customer records are imported.

OneDesk KB Articles export with title, body content (rich text), category assignments, and publish status. We map articles to Gorgias Help Center articles and preserve article-to-folder relationships. OneDesk's category hierarchy may be flatter than the customer's desired Gorgias structure, so we flag the category mapping during scoping for the customer to confirm the desired folder layout in Gorgias. Published status transfers; draft status is preserved for the customer's admin to finalize post-import.

OneDesk Projects group related Tickets and Tasks into container objects. Gorgias has no project or workspace concept; tickets are flat and grouped by tags and saved Views. We export the Project hierarchy as part of the migration package and map each Project name to a Gorgias tag on the constituent tickets. This preserves the grouping relationship in a searchable, filterable form. If the customer relies heavily on Projects as a work-planning tool (not just ticket grouping), they should evaluate whether tags and Views in Gorgias meet their needs before migration.

OneDesk Tasks are internal work Items that share the same schema as Tickets with a type discriminator. Gorgias has no internal task object separate from tickets. We do not migrate Tasks as a distinct record type. If the customer uses Tasks for internal work management (not customer-facing support), those records require a separate admin decision: either import as archived tickets, create as tasks in a project management tool, or discard. We document the count and schema of Task records during scoping so the customer can make an informed choice.

File attachments on OneDesk Tickets export from OneDesk storage with original filenames preserved. We download files, upload them to the corresponding Gorgias ticket, and map them to the correct message in the conversation thread. Large attachment sets are chunked to stay within API rate limits. Files over the Gorgias maximum attachment size are flagged for the customer's admin to handle as external links or cloud storage references.

OneDesk natively tracks time against Tickets and Tasks with hours, user, date, and optional description. Gorgias does not have a native time-tracking object attached to tickets. We export time entry data as a structured CSV during migration scoping and deliver it alongside the migration package. The customer can import this into a time-tracking integration (native to their eCommerce platform or a third-party tool) or evaluate Gorgias's timer macro feature as an agent-executed workaround. Time entries are not imported as native Gorgias records.

OneDesk workflow automations trigger on Item state changes, assignments, or SLA conditions and may reference specific Item or User IDs. After migration, these IDs change, breaking the automation logic. We export every automation definition with its trigger, conditions, actions, and referenced record IDs into a written inventory document. The customer's admin uses this document to rebuild equivalent Rules and Macros in Gorgias. Automations referencing migrated record IDs are explicitly flagged as requiring ID substitution during rebuild. We do not migrate automation logic as executable code because the automation models are structurally incompatible.