Migrate from Service Desk Panel to Gorgias

Service Desk Panel tickets map to Gorgias tickets by subject, description, status, priority, and assignee. The source created_at and updated_at timestamps migrate as first_message_timestamp and last_message_timestamp respectively. Source SLA status maps to a custom field because Gorgias does not import SLA records but does display SLA breach indicators on tickets if the customer configures SLA policies post-migration.

Conversation message threads migrate as Gorgias message records preserving author (agent or customer), body content, and created_at timestamp. HTML formatting is stripped to plain text where the source platform uses HTML-encoded bodies. Message order is preserved chronologically so the agent sees the full ticket history in the correct sequence when opening the ticket in Gorgias.

Service Desk Panel customer records (name, email, phone, company) map to Gorgias customer profiles. Email is the dedupe key; if a matching Gorgias customer already exists, we attach the migrated tickets to the existing record. If no match is found, we create a new customer profile. Address and company name from Service Desk Panel migrate to Gorgias customer fields or a custom field depending on the destination field schema.

Agents resolve by email address against the Gorgias agent list. Any Service Desk Panel agent whose email does not match an existing Gorgias user is flagged in the reconciliation queue for the customer's admin to provision the account before migration resumes. Agent role and permissions (admin, agent) are noted for manual rebuild in Gorgias settings.

Service Desk Panel teams or groups assigned to tickets migrate as Gorgias teams. Team names map directly where the destination team already exists; if the source team does not exist in Gorgias, we create it before importing the tickets that reference it. Agent-to-team assignments are preserved in the migration inventory for manual reconfiguration if needed.

File attachments linked to tickets migrate by URL reference where the source platform exposes a direct download URL. If the source platform only provides a filename without a reachable URL, we flag this during scoping and provide a manual export checklist so the customer can upload files directly to Gorgias after migration. Attachment metadata (filename, size, content-type) migrates regardless of whether the file body is transferred.

Tags on Service Desk Panel tickets migrate as Gorgias tags on the equivalent ticket. Tag strings transfer as-is; Gorgias does not enforce a tag taxonomy so duplicate or near-duplicate tags (e.g., urgent and urgent-help) land as separate tags and can be consolidated manually post-migration.

Service Desk Panel ticket custom fields (text, dropdown, date, number, checkbox) map to Gorgias ticket fields by field label and data type match. Gorgias enforces a maximum of 25 active ticket fields; if the source exceeds this, we flag the overflow fields and the customer's admin chooses which to archive or consolidate. Mandatory field requirements and conditional field visibility rules are documented but not migrated; these are reconfigured manually in Gorgias workflow settings.

Customer-level custom fields in Service Desk Panel migrate to Gorgias customer fields. Gorgias limits active customer fields to 4; any excess is flagged during scoping. Dropdown-type customer fields support nested values (up to 5 levels with :: syntax) which we map from flat source dropdowns where the source field structure supports hierarchical intent.

Service Desk Panel knowledge base articles migrate to Gorgias help center articles with title, body, and category preserved. HTML formatting differences between platforms may require post-migration review of article layout and embedded media. Article URLs and internal cross-links are flagged for update because Gorgias generates different URL slugs than the source platform.

SLA policies define response and resolution time targets tied to ticket priority or request type. SLA configuration is not portable across platforms because each platform defines business hours, escalation triggers, and breach notifications differently. We document the source SLA policies during discovery so the customer can recreate them in Gorgias SLA settings before go-live. Failing to configure SLAs before launch exposes the team to SLA breaches from day one.

Automated rules, ticket routing logic, trigger conditions, and macro templates are platform-specific and not stored in a portable format. We list all active Service Desk Panel automations during the discovery phase and include a rebuild guide in the migration package with recommended Gorgias Rule and Macro equivalents. The customer's admin rebuilds automations post-migration as a separate configuration task.

Analytics and reporting configurations are not portable across platforms. Historical ticket metrics are available as raw data for reimport into a BI tool, but the reports and dashboard widgets themselves must be rebuilt in Gorgias analytics. We provide a data export of key metrics (ticket volume by status, agent response time, SLA breach rate) from the source platform for reconfiguration reference.