Migrate from Usedesk to Gorgias

Usedesk Tickets map directly to Gorgias Tickets. We preserve the full message thread (customer and agent messages), status transitions, priority, assignee, and all timestamps. Usedesk uses EET/EEST by default; we normalize all created_at and updated_at values to UTC during transformation. Any custom fields on tickets are discovered during the pre-migration audit and mapped to Gorgias custom fields (ticket type) with type-correct values. Channel metadata from Usedesk's up-to-20-channel model is preserved as ticket tags and a channel_source property rather than as a distinct object, since Gorgias does not expose channels as separate records.

Usedesk Client records (end-customer profiles attached to tickets) map to Gorgias Customer records. We preserve email address (used as the dedupe key), name, phone number, and any custom client properties. Phone number formats are normalized during transformation. If a Usedesk Client has no email, we generate a placeholder identifier and flag it for the customer admin to complete post-migration. Customer-to-ticket linking is preserved by resolving the Usedesk client_id against the imported Customer record in Gorgias.

Usedesk Agents map to Gorgias User accounts. Role and permission parity is not 1:1 between the two platforms; Usedesk role definitions (Starter, Professional, Enterprise) do not map directly to Gorgias permission sets. We extract the full agent roster from Usedesk, resolve each by email match against the Gorgias destination account, and flag any permission gaps where a Usedesk role has no Gorgias equivalent. The customer's admin reassigns permissions post-migration based on our written role mapping document.

Usedesk supports up to 20 channel types (email, chat, social media, messengers). Gorgias does not expose channels as distinct objects. We consolidate channel metadata as a channel_source tag on each Ticket and a ticket tag listing the original channel. This preserves channel attribution for reporting without creating orphaned channel records in Gorgias.

Usedesk Knowledge Base articles migrate to Gorgias Help Center articles with content, category assignment, and publication status preserved. Article-to-ticket linking is not natively supported in Gorgias; we document any such links in the migration inventory and flag them for the customer admin to evaluate post-migration. Large articles with embedded images are migrated with image URLs preserved; oversized files are flagged early in scoping.

Usedesk tags used for ticket categorization migrate as flat label sets to Gorgias Tags. Usedesk may use hierarchical tag structures for nested categorization; Gorgias uses a flat tag model. We flatten the tag hierarchy during transformation and include a tag taxonomy summary in the validation report so the customer admin can reorganize if needed.

File attachments embedded in Usedesk tickets or Knowledge Base articles migrate to Gorgias as linked file attachments. We flag oversized files (exceeding Gorgias storage limits) during scoping and provide an alternative archive plan for files that exceed the threshold. Inline images in ticket messages are preserved as embedded URLs referencing the migrated file storage location.

Usedesk workflow triggers, conditions, and chained actions are exported as structured JSON during the migration audit but do not migrate as executable code. Gorgias uses a different automation model (macros with rule-based conditions and a 2026 AI Agent). We deliver a written inventory of every Usedesk automation with its trigger, conditions, actions, and a recommended Gorgias macro or AI Agent equivalent. The customer's admin rebuilds these post-migration.

Usedesk historical analytics and reporting data are not migrated. These are regenerated from migrated records in Gorgias post-cutover using Gorgias's native analytics dashboard (available at all paid tiers). We document the Usedesk report types and metrics in the migration inventory so the customer's admin can identify equivalent reports in Gorgias.

Usedesk allows each account to create custom fields on Tickets with no public schema registry. We discover all custom fields during the pre-migration data audit, map each to a Gorgias custom field of the appropriate type (text, number, date, dropdown, checkbox), and validate value formats before the migration run. Any custom field that cannot be type-mapped (e.g., a Usedesk field with mixed-type values) is flagged in the validation report and resolved before cutover.

Usedesk custom fields on Client records map to Gorgias Customer-level custom fields. We apply the same discovery and type-mapping process used for ticket custom fields. Customer-level custom fields are imported after Customers are created so that the field values attach to the correct record.

Usedesk account-level settings, SLA configurations, third-party integrations (CRM sync, analytics connectors), and SDK configurations do not migrate. We document the full integration inventory during scoping and provide a checklist for the customer admin to reconfigure in Gorgias post-migration, including email routing rules, SLA policies, and any connected ecommerce or CRM integrations.