Migrate from Teamwork Desk to Gorgias

Teamwork Desk Customers map to Gorgias Customers by email address, which is the dedupe key. Name, email, company, and metadata transfer directly. Spam-marked customers are excluded from Teamwork's native export, which is replicated in our migration to avoid creating phantom customer records. We flag any orphaned tickets whose customer was spam-excluded and present them for admin review before finalizing the import.

Teamwork Desk Tickets map to Gorgias Tickets with full conversation history preserved including internal notes and public replies. Status (open, pending, resolved, closed), priority (low, medium, high, urgent), and assignee transfer as typed fields. The original Teamwork ticket ID is preserved in a custom property for audit and cross-reference.

Teamwork Desk Agents map to Gorgias Agents by email address. We validate that the migrating agent email exists in the Gorgias destination before assignment; unprovisioned agents go to a reconciliation queue for the customer's admin to resolve before record import resumes. Active and inactive status carries over, though Gorgias licenses agents by seat regardless of active/inactive status.

Teamwork Desk Inboxes (email addresses, forwarding rules, and channel sources) map to Gorgias Channels. Each inbox-to-agent assignment is preserved as a routing rule in Gorgias. If Teamwork Desk has more than 15 active inboxes, we consolidate routing rules by channel type (email, forwarding) during mapping to avoid exceeding Gorgias channel limits on Starter and Basic plans.

Teamwork Helpdocs articles map to Gorgias Knowledge Base articles with content, publication status, and category associations preserved. The hierarchical category structure in Teamwork Desk maps to Gorgias's flat category hierarchy; we flatten multi-level categories into top-level categories and preserve the full path as tags for navigation. Article attachments migrate as Gorgias-attached files subject to the 25MB per-file limit.

Teamwork Desk Helpdocs Categories are hierarchical (up to 5 levels in Premium). Gorgias uses a flat category structure. We preserve the full category path as a category name string and add the intermediate levels as tags on the article so that navigation structure is recoverable. The customer chooses whether to recreate the full hierarchy in Gorgias or accept the flattened model during scoping.

Tags from Teamwork Desk transfer as-is to Gorgias Tags. Both platforms support tagging on tickets and customers. Tag vocabulary is preserved in full, and Gorgias's native tag autocomplete handles new tag creation at agent-time if needed.

Teamwork Desk custom fields exist only on Premium and Enterprise tiers. We enumerate every custom field during scoping (text, multi-line, dropdown, checkbox, number, date) and map each to the nearest Gorgias equivalent. Dropdown fields map to Gorgias drop-down ticket properties; checkbox fields map to multi-select. Text and date fields map directly. Required field enforcement in Gorgias is configurable post-migration and may differ from Teamwork's required-at-submit behavior.

CSAT ratings attached to tickets in Teamwork Desk Premium and Enterprise migrate as a custom numeric property on the Gorgias ticket. Gorgias does not have a native CSAT object; the rating value is stored as a custom field. We map the 1-5 star scale from Teamwork to a numeric property named csat_score for reporting.

Time entries logged against tickets in Teamwork Desk Pro and above export as a separate structured CSV alongside the ticket migration. We do not create native time-logging records in Gorgias because Gorgias lacks a time-tracking feature. The CSV is delivered to the customer for import into their billing or project management system, or manual entry into a Gorgias note attached to the relevant ticket.

Teamwork Desk Triggers are workflow automation rules that fire on ticket events (status change, assignee change, customer reply). These are configuration objects and do not migrate. We document every active Trigger with its trigger condition, filter criteria, and action sequence during discovery and deliver a written inventory with recommended Gorgias Rules or Macros equivalents for the customer's admin to rebuild.

Business Hours in Teamwork Desk define SLA availability windows. This is a configuration object with no data payload. We document the current Business Hours schedule during discovery and the customer's admin recreates it in Gorgias Settings. Typical reconfiguration time is 30-60 minutes.

File attachments on tickets and Helpdocs are referenced by URL in Teamwork's API. We download all attachments, validate file type and size (Gorgias enforces a 25MB per-file limit), and re-upload to Gorgias storage. Files exceeding 25MB are flagged for the customer to host externally and link from the ticket. Inline images in Helpdocs content migrate as embedded attachments subject to the same size constraint.

Reports and analytics in Teamwork Desk are generated views and do not carry a data payload. We do not migrate reports. We recommend rebuilding key reports in Gorgias using its native reporting suite or exporting the Teamwork Desk report definitions as reference for the admin to recreate. Custom metrics in Gorgias Advanced and Enterprise can approximate Teamwork Desk Premium reporting features.