Migrate from ProProfs Help Desk to Gorgias

ProProfs tickets migrate to Gorgias tickets with the full lifecycle preserved: open, pending, resolved, closed. The ProProfs ticket ID migrates as external_id on the Gorgias ticket for cross-reference. Subject, priority (low, normal, high, urgent), and status map directly. ProProfs labels migrate as Gorgias tags. Private agent notes in ProProfs become Gorgias internal notes on the ticket. The ProProfs assignee maps to the Gorgias assignee field by email resolution.

ProProfs customer records map to Gorgias customer objects. Email is the dedupe key for both platforms, so we match by email first and create net-new records where no match exists. ProProfs customer fields (name, email, phone, language, timezone, note) map directly to Gorgias customer attributes. The customer-customer_type field migrates to a Gorgias custom attribute. If the customer has multiple associated companies in ProProfs, we flag this during scoping because Gorgias customers do not have a native multi-company association structure.

ProProfs company records map to Gorgias organization objects. The company name becomes the organization name. We preserve the company-customer association by linking the migrated customer to the migrated organization via Gorgias customer-organization relationship. Note that Gorgias organizations are optional and primarily used when the ecommerce brand supports business (B2B) customers; we confirm during scoping whether B2B support is in scope.

ProProfs ticket conversations map to Gorgias ticket messages. Each message preserves the sender type (customer or agent), the message content, and the timestamp. ProProfs private agent notes map to Gorgias internal notes on the ticket. System-generated messages (status changes, assignments) migrate as internal events. Message threading order is preserved by timestamp to maintain conversation context.

Files attached to tickets or knowledge base articles in ProProfs transfer with their original filenames and MIME types preserved. We fetch attachments via ProProfs accessible URLs and upload to Gorgias, linking them to the correct ticket or knowledge base article. Attachments exceeding 20MB per file require customer confirmation before migration because Gorgias has file size limits.

ProProfs labels migrate as Gorgias tags on the ticket object. All label-to-ticket associations preserve, so the tag filtering that agents use in ProProfs carries over to Gorgias tag-based routing and views. We extract the complete label taxonomy during scoping and create the corresponding tags in Gorgias before ticket migration begins.

ProProfs seven custom field types (text, number, dropdown, date, checkbox, multi-select, user reference) map to Gorgias custom attributes. Text maps to text attributes, number maps to number attributes, date maps to date attributes, and checkbox maps to boolean attributes. Dropdown and multi-select require special handling: ProProfs dropdown values map to Gorgias dropdown attributes with matching option lists; ProProfs multi-select values stored as comma-separated strings map to Gorgias dropdown attributes with multi-value parsing. User reference fields flag for manual mapping because Gorgias does not have a native user reference field type. Any value exceeding Gorgias field type constraints is flagged for customer review before the import phase.

Knowledge base migration requires coordination with ProProfs support or UI to request page-level JSON export rather than the default PDF full-site export. We extract article content, categories, and URLs from JSON export and map them to Gorgias articles with a flat category structure (ProProfs supports deeper category hierarchies; Gorgias uses single folder hierarchy). Article metadata (author, created date, updated date) migrates. Articles with embedded images require URL remapping to Gorgias-hosted URLs. If the customer only has PDF exports available, we flag the knowledge base for manual content reconstruction as a separate scope item.

ProProfs agent profiles (name, email, role, team) map to Gorgias agents. We resolve agents by email match against the Gorgias destination. ProProfs admin role maps to Gorgias admin permission; ProProfs agent role maps to the standard agent role in Gorgias. Teams from ProProfs map to Gorgias teams if the customer uses team-based routing. Agents without a matching email in Gorgias go to a reconciliation queue for the customer to provision before ticket migration begins.

ProProfs CSAT and NPS survey settings migrate as written configuration records in the migration plan, not as data migration. Individual survey response data is scoped explicitly during discovery: if the customer needs response history in Gorgias, we assess whether the response export is available in aggregate format and flag the scope. Gorgias has built-in CSAT functionality that the customer enables post-migration as part of the setup walkthrough.

ProProfs canned responses have no export API. We capture every canned response with its title, body content, and any merge field usage during the scoping call and document them in a written inventory for manual recreation in Gorgias. The inventory includes the recommended Gorgias Macro structure (subject, body, applied conditions). This is an explicit manual step in the migration plan.

ProProfs automation rules and triggers have no documented export endpoint. We capture screenshots and written specifications of every rule during scoping: trigger condition, filter criteria, and resulting action. We document each rule as a recommended Gorgias Flow with its trigger type (ticket created, ticket updated, conditions) and actions. The customer's admin rebuilds Flows in Gorgias as a post-migration manual step documented in the handoff specification.

SLA configurations in ProProfs (first response time, resolution time by priority tier) are platform-level settings with no export capability. We record the SLA thresholds per priority level during scoping and include them as a written configuration specification for the customer to re-enter in Gorgias SLAs post-migration. This is explicitly outside data migration scope.

ProProfs ticket statuses (open, pending, resolved, closed) map to Gorgias ticket statuses. We define the mapping during scoping: ProProfs open and pending map to Gorgias open; ProProfs resolved maps to Gorgias pending (reviewing with Gorgias team); ProProfs closed maps to Gorgias closed. The customer confirms the status mapping during sandbox validation before production migration.