Migrate from UserHorn to Gorgias

UserHorn ticket records migrate to Gorgias Tickets. We cannot pre-define the field mapping without the UserHorn API schema; the discovery phase extracts field names, types, and relationships from the live UserHorn API before mapping begins. On the Gorgias side, the standard ticket fields are: id, subject, status, channel, tags, assignee_user, created_datetime, closed_datetime, opened_datetime, updated_datetime, last_message_datetime, meta, external_id, spam, satisfaction_survey. Custom fields on Ticket (Boolean, String, Number, Date types per Gorgias /api/custom-fields) migrate from UserHorn equivalents once discovered.

UserHorn customer or contact records map to Gorgias Customers. Standard Gorgias Customer fields include name, email, phone, language, timezone, note, and customer type. Custom fields on Customer migrate from UserHorn equivalents once the source schema is audited. Customer records must exist before Tickets referencing them are inserted, because Gorgias Tickets carry a customer object reference that must be satisfied at insert time.

UserHorn agent or user records map to Gorgias Agents. We resolve agents by email match against the Gorgias destination environment. Any UserHorn agent without a matching Gorgias Agent requires a reconciliation decision: provision a new Agent in Gorgias before migration, or reassign the UserHorn agent's tickets to a default Agent. Deleted or inactive UserHorn agents receive a default assignment per the customer's preference.

UserHorn macros or predefined response templates migrate to Gorgias Macros. Per the Gorgias Help Desk Migration integration documentation, most macros including standard actions and predefined responses transfer automatically when using the partner migration tool. We validate macro variable names against the Gorgias macro template format and flag any UserHorn-specific placeholders requiring manual update. Macros with complex branching logic may require rebuild in Gorgias Rules.

UserHorn knowledge base articles migrate to Gorgias Help Center Articles. Article content, category hierarchy, and publication status transfer where the source schema supports it. Gorgias supports folder-based category structure and article versioning. Inline images in articles migrate as attachments to ContentDocument records linked to the Article. Approval workflows on articles are not migratable; we document the approval structure and recommend Gorgias's built-in article approval workflow as the rebuild target.

File attachments on UserHorn tickets migrate to Gorgias Ticket Attachments via the /api/tickets/{id}/messages endpoint. Inline images embedded in ticket messages migrate separately and are attached to the corresponding message record. The Gorgias API enforces attachment size limits that we validate during the discovery phase against the UserHorn attachment volume.

UserHorn satisfaction survey responses migrate to Gorgias satisfaction_survey objects linked to the migrated Ticket. The survey question text, rating value, and free-text response transfer to Gorgias fields. If UserHorn uses a different survey model (thumbs up/down versus star rating), we flag the format difference and map to the closest Gorgias-compatible survey type.

UserHorn tags or labels applied to tickets migrate to Gorgias Ticket tags. Tags are stored as an array on the Gorgias Ticket object. If UserHorn uses a hierarchical tag taxonomy, we preserve the full tag string and recommend the customer reorganize into Gorgias's flat tag structure post-migration.

Channel integrations (email inboxes, live chat widget, Facebook, Instagram, WhatsApp, phone) do not migrate as credentials. We deliver a written channel configuration guide specifying the connection settings (SMTP, API keys, webhook URLs) that must be re-entered in Gorgias Settings for each channel. Email forwarding rules from the source platform are documented and handed off for manual reconfiguration.

UserHorn SLA policies (first response time, next response time, resolution time targets) migrate as written documentation rather than automated configuration. Gorgias SLA management is available at Pro tier and above; we map UserHorn SLA targets to Gorgias SLA rules and deliver a step-by-step configuration guide for the customer's admin to implement post-migration.

UserHorn automation rules, routing logic, and triggers do not migrate to Gorgias as code. We audit the source automation rules during discovery, document the trigger conditions, actions, and execution order, and deliver a written inventory mapping each UserHorn rule to a Gorgias Automate Rule equivalent. The customer's admin rebuilds rules in Gorgias Rules using Gorgias's trigger-action model. This is standard scope: we do not configure automations as part of the migration.

Historical timestamps on all migrated records (Ticket created_datetime, updated_datetime, opened_datetime, closed_datetime, last_message_datetime) preserve their original UserHorn values during migration. Timestamps are stored as ISO 8601 datetime strings in Gorgias and used for sorting, filtering, and SLA calculation. Timezone handling is resolved during discovery against the UserHorn API's timezone storage format.