Migrate from Re:Desk to Gorgias

Re:Desk Members map to Gorgias Customer profiles. The Member's first name, last name, email address, phone number, and address fields migrate to the corresponding Customer fields. Membership type, expiration date, and membership status migrate as custom Customer attributes. Member notes and custom field values (such as emergency contact, waiver status, or season pass tier) migrate as text to the Customer's private note field since Gorgias has no native membership lifecycle field. Email addresses serve as the dedupe key; Members without emails go to a reconciliation queue for the customer's admin to resolve before migration proceeds.

Each Re:Desk Program (class, league, or activity) becomes a set of Gorgias Tickets, one per enrolled Member, with program metadata encoded in tags and Ticket notes. The program name, schedule, instructor, and registration limit migrate as tag values on each Ticket. If the customer uses Re:Desk's program waitlist feature, waitlisted Members receive Tickets with a 'Waitlist' tag and a note referencing their waitlist position. The Program description and registration fee migrate as a standard note on the first Ticket for that program to serve as a reference copy.

Re:Desk Facilities (courts, fields, rooms, pools) map to Gorgias Tickets tagged by facility name and facility type. Each facility receives a 'Facility' tag; a sub-tag carries the specific facility name. Facility notes, capacity, and availability rules migrate as Ticket notes. If the customer's Re:Desk contains facility incident records (damage reports, maintenance requests), these become Tickets with 'Incident' tags for triage by the receiving team.

Re:Desk Reservations for facilities or equipment rentals merge into the relevant Customer Ticket as structured notes. Each Reservation contributes a note block containing the facility name, rental date range, time slot, and associated fee. Cancelled and past reservations include a status note. If a Member has multiple reservations, all reservation note blocks attach to a single summary Ticket for that Customer rather than creating separate Tickets per reservation.

Re:Desk POS transaction records—covering concessions, registration fees, and equipment rentals—attach as a transaction history block to the relevant Customer's profile. Each transaction contributes a line item noting the date, amount, payment method, and item description. Since Gorgias has no native accounting or invoicing object, the transaction block is text-formatted for readability. Refund records note the original transaction ID, refund amount, and reason. Customers with high transaction volumes receive a summary note with total spend rather than individual line items.

Re:Desk attendance records (where available, noting that Re:Desk lacks real-time check-in/out functionality) migrate as attendance history notes on the Customer profile. Each check-in contributes a date-stamped note with the program or facility name. Because Re:Desk attendance data may be incomplete or aggregated by program rather than by visit, we flag any gaps during scoping and apply a date-range filter so only confirmed attendance records migrate. Incomplete attendance data is noted in the migration validation report.

Re:Desk invoices for program registrations, facility rentals, and POS purchases attach to the relevant Customer as invoice reference notes. Each note includes the invoice number, date, line items, total amount, and payment status (paid, pending, refunded, cancelled). Invoice PDFs attach as files to the Customer record via Gorgias attachment handling. Since Gorgias does not have a billing or accounts receivable object, invoice reconciliation is a manual or external process post-migration.

Re:Desk staff accounts (Administrator, Staff, Front Desk roles) map to Gorgias Agent users. We map the staff email address, first name, and last name directly. Role mapping applies Re:Desk role distinctions as Gorgias Agent permissions: Administrators map to Agents with admin access, Staff maps to Agents with standard access, and Front Desk maps to Agents with limited access appropriate for reception workflows. Any Re:Desk staff without an email address go to a reconciliation queue for the customer's admin to assign before migration.

Re:Desk custom fields on Members and Programs (such as waiver version, emergency contact, season pass type, or league division) migrate as custom Customer attributes or as tagged note content. We discover all active custom field definitions during scoping, apply a type assessment (text, date, number, multi-select, checkbox), and map accordingly. Multi-select custom fields become comma-separated text values in Customer notes since Gorgias has no native multi-select attribute on Customer.

Re:Desk documents attached to Member records, Programs, and Reservations (such as signed waivers, program brochures, or facility use agreements) migrate as file attachments linked to the corresponding Customer or Ticket record in Gorgias. We preserve the original filename and attach it to the relevant record with a note indicating the source object. File size is subject to Gorgias plan attachment limits (typically 10-25 MB per file depending on plan). Very large file sets may require the customer's admin to migrate attachments separately via Gorgias API or bulk upload.

Re:Desk automation settings for member registration confirmations, facility booking notifications, and program waitlist alerts do not migrate as code. We deliver a written inventory of each active automation, noting its trigger (e.g., registration submitted, reservation confirmed, payment received), conditions, and actions. The customer's admin rebuilds these as Gorgias Rules, Macros, or Automate flows post-migration using the inventory as a specification document.

Re:Desk reports for facility utilization, program enrollment, revenue by facility, and member check-in rates do not migrate. We deliver a written inventory of each report with its filters, groupings, and date ranges so the customer's admin can recreate them in Gorgias's reporting module or export to a BI tool. Gorgias's native reporting covers ticket volume, response time, CSAT, and agent productivity but not recreation-specific metrics.