Migrate from Tele-Support HelpDesk to Gorgias

Tele-Support HelpDesk tickets map directly to Gorgias tickets with status, priority, assignee, timestamps, and subject preserved. We apply a thread-scan at extraction time: any ticket exceeding 250 messages is flagged as a candidate for pre-splitting, and the customer chooses whether to let Gorgias split it on import or handle thread reassembly manually post-migration. The tele-support-hd status OPEN maps to Gorgias OPEN; CLOSED maps to CLOSED. Priority levels (Low, Normal, High, Urgent) migrate as typed labels.

Tele-Support HelpDesk Customer records (name, email, phone, address, custom properties) map to Gorgias Customers using email as the dedupe key. RMA history embedded in Tele-Support Customer profiles migrates as a custom text field since Gorgias has no native RMA object; we flag this for the customer's admin to document or integrate with Loop Returns post-migration. Customers without any ticket activity in Tele-Support HelpDesk are included in the migration if they have an email address; Gorgias will import them if referenced in a ticket.

Tele-Support HelpDesk Company records link to multiple Customer contacts and carry their own custom properties. We migrate the company name and domain into the organization field on the corresponding Gorgias Customer record. If a Tele-Support HelpDesk Company has no linked Customers, we create a stub Customer record in Gorgias to preserve the company name. Multi-contact company relationships are resolved by grouping all Customers with the same company_id into a single Gorgias Customer organization.

Tele-Support HelpDesk Agent profiles (name, email, role, team assignment) map to Gorgias Agent accounts by email match. Agents must have active Gorgias accounts provisioned before migration begins; we run a pre-flight check during scoping to verify that every Tele-Support HelpDesk agent referenced on a ticket has a corresponding Gorgias user account. Agents without matches go to a reconciliation queue for the customer's admin to provision. Role and team membership are preserved as Gorgias Agent metadata.

Tele-Support HelpDesk Teams group agents for ticket routing and SLA assignment. We map team membership directly into Gorgias Teams. Team names are preserved as strings and used as routing targets if the customer has configured routing rules in Gorgias. Teams with no members (empty groups) are skipped to avoid orphan records in the destination.

Tele-Support HelpDesk custom ticket fields vary by account (text, dropdown, date, numeric) and require explicit schema extraction before mapping. We pull the source field schema during the discovery phase, map each field to the equivalent Gorgias custom ticket field by name and type, and flag any fields that have no Gorgias equivalent for the customer to decide whether to create a new field or drop the data. If the customer is migrating from a non-Zendesk source, Gorgias does not support automated custom field import; we create the fields manually in the destination during the migration window and then load the values as part of the ticket migration.

Tele-Support HelpDesk Conversations (customer messages, internal notes, attachments) migrate as Gorgias Messages attached to the corresponding ticket. Message ordering is preserved by timestamp. Customer-initiated messages and agent replies maintain their directionality in Gorgias. Internal notes migrate as private agent notes in Gorgias. Attachments embedded inline in messages migrate with the message body and are flagged if the binary transfer step is included.

File attachments associated with tickets migrate as binary blobs into Gorgias. We preserve original filenames and MIME types, and handle inline images embedded in ticket replies. Attachment migration extends migration timeline significantly; we present a 'Skip Attachments' option during scoping and recommend running a demo migration with both paths to validate timeline impact before committing to the full binary transfer.

Tele-Support HelpDesk tags are flat string labels applied to tickets, customers, and companies. We migrate all tag names and reapply them in Gorgias, preserving tag counts for reporting continuity. Tags must appear on a ticket to migrate; standalone tags with no ticket association in Tele-Support HelpDesk are not migratable since Gorgias imports tags only in the context of a ticket import. Tags that exist on customers or companies migrate as ticket tags on the customer's most recent associated ticket.

Tele-Support HelpDesk KB articles (section hierarchy, article body, publication status, view counts) migrate to Gorgias Knowledge Base. We preserve section nesting and publication state. Article view counts migrate as a custom field since Gorgias KB does not expose a native view-count field. HTML-formatted article bodies are cleaned and normalized to Gorgias's article editor format during the migration transform; complex HTML structures may require manual post-migration formatting adjustments.

Tele-Support HelpDesk macros and automations have no stable external API representation and cannot be migrated programmatically. We extract a written inventory of every macro and automation during scoping: the name, trigger conditions, actions, and intended behavior. The customer uses this inventory to rebuild macros in Gorgias Flows (Gorgias's native automation model, which differs structurally from Tele-Support HelpDesk macros) after the migration window closes. We do not rebuild automations inside the migration scope.

All ticket timestamps (created_at, updated_at, resolved_at) migrate preserving the original values. This is critical for SLA reporting continuity and customer satisfaction trending. We verify timestamp integrity during the sandbox migration phase by spot-checking a random sample of 25 tickets against the source values.