Migrate from UserEcho to Gorgias

EchoDesk tickets with full reply threads, status, priority, assignee, and custom fields map to Gorgias Ticket records. We reconstruct the conversation history as threaded messages on the ticket. Status mapping requires a reconciliation step: UserEcho open/closed/solved status maps directly, but any resolved-in-source tickets that remain open in UserEcho due to a new reply will carry an updated opened_datetime into Gorgias. We extract the original created_datetime and updated_datetime as separate fields to preserve the full timeline. Custom fields on tickets migrate via the Gorgias POST /api/custom-fields endpoint for Ticket object type.

EchoChat transcripts are converted into Gorgias ticket records tagged with source=chat and the channel field set to Chat. Each transcript message becomes a ticket message. We carry forward the session start timestamp as opened_datetime, the agent and visitor identifiers as message sender records, and the session duration. Any EchoChat status (active, closed, pending) maps to a corresponding Gorgias ticket status. Chat sessions do not automatically merge with existing tickets for the same customer unless a merge rule is defined during scoping.

EchoSmart articles with title, body content, publication status (draft, published, archived), and category assignments migrate to Gorgias Help Center articles. We export the two-level category hierarchy as a flat category field and note the parent-child relationship so it can be reconstructed in Gorgias. Attachment files referenced in articles are downloaded individually and re-uploaded to Gorgias' document store with original filenames and MIME types preserved. Inline images embedded in article HTML are extracted, downloaded, and re-hosted in Gorgias.

EchoForum topics include vote counts, status labels (planned, under review, completed, launched), and nested comment threads. Gorgias has no native feedback-voting or forum object, so topics require a configuration decision during scoping: they can map to tickets tagged with a forum source label (preserving vote score in a custom field), or the customer may choose to route forum data to a separate product-feedback tool like Canny or ProductBoard. We document both options and implement the chosen path. Nested comment threads become message replies on the ticket.

UserEcho agents (any user with helpdesk, forum moderation, or settings access) map to Gorgias User records. We resolve by email address as the dedupe key. During scoping we flag whether any UserEcho agents should be mapped as inactive or deleted in Gorgias if they no longer require access. UserEcho per-agent billing means we reconcile seat counts against Gorgias user provisioning to avoid inflating the agent roster with customer-only profiles.

UserEcho customer profiles (end-users who submit tickets, post forum topics, or initiate chat sessions) map to Gorgias Customer records. We extract display name, email address, and any custom profile fields. Customer activity counts (ticket count, forum post count, chat session count) are preserved in custom fields on the Customer record since Gorgias does not have a native activity-counter field. Email address is the dedupe key; duplicates are merged during import.

Tags applied across EchoDesk tickets, EchoForum topics, and EchoSmart articles are exported with their object associations. In Gorgias, tags are flat label sets that can be applied to Tickets and Customers. We recreate tags in Gorgias before record import and link them to the migrated tickets and customers. Tag names are preserved exactly; color and category metadata in UserEcho has no Gorgias equivalent and is noted for manual reconstruction if needed.

EchoSmart KB categories and EchoForum categories form a two-level hierarchy (parent and child). We reconstruct this as flat category names in Gorgias Help Center articles and note the parent-child relationship in the migration log. Gorgias Help Center categories are a single-level taxonomy, so multi-level KB structures require flattening or using subcategory naming conventions. We document the flattened structure and obtain customer approval before applying it.

Files attached to EchoDesk tickets, EchoSmart articles, and EchoForum posts are downloaded individually and re-uploaded to Gorgias via the Files API endpoint. We preserve original filenames and MIME types. Inline images embedded in HTML content are extracted, downloaded as binary assets, and re-uploaded separately, with the image src updated to point to the new Gorgias-hosted URL. Attachments larger than 25 MB are flagged for chunked upload handling.

UserEcho does not expose macro or automation configurations via a public API in the same way Gorgias does. We extract macro names, trigger conditions, and response templates where they appear in UserEcho's UI-accessible settings pages, and we deliver a written Macro Inventory document listing each macro with its actions, conditions, and a recommended Gorgias Macro equivalent. We do not migrate macros as code because the structural differences between UserEcho's automation model and Gorgias' rule-and-macro model require manual configuration by the customer's admin.

Custom fields defined on EchoDesk tickets and customer profiles migrate as Gorgias custom fields via the POST /api/custom-fields endpoint. The Gorgias API supports custom fields on Ticket and Customer object types only; fields attached to Forum topics or Chat sessions are mapped to the corresponding ticket-level custom fields. Field type mapping: text to string, number to number, date to date, checkbox to boolean, dropdown to single-select picklist. We pre-create all destination custom fields in Gorgias before record import begins.

Each reply in an EchoDesk ticket thread becomes a Gorgias Ticket Message record. We preserve the message author (agent or customer), timestamp, HTML body content, and any attachments referenced in the message. Messages are inserted in chronological order by created_datetime. Private internal notes in UserEcho map to internal ticket messages in Gorgias tagged with the internal visibility flag. Public replies map to standard customer-facing messages.