Migrate from UVdesk to Gorgias

UVdesk Tickets map directly to Gorgias Tickets. Each UVdesk Ticket has a status (Open, Pending, Resolved, Closed), priority (Low, Medium, High, Urgent), type, mailbox source, assigned Agent, and linked Customer. We map status as follows: Open stays Open; Pending becomes Closed with a 'pending' tag applied (so agents can create a View to surface these); Resolved and Closed both become Closed. UVdesk priority (Low, Medium, High, Urgent) maps to Gorgias Priority using a standard mapping. The source-channel metadata (email, Facebook, Twitter) migrates as Tags on the Gorgias Ticket.

UVdesk Customer records (name, email, company link) map directly to Gorgias Customer. We use email as the dedupe key during import. Customer notes from UVdesk migrate to Gorgias Customer description or a shared note field. If the UVdesk customer has associated company data, we create a Gorgias Customer with the company name stored in the company field.

UVdesk Agents (Admin, Manager, Agent roles) map to Gorgias Agents. We resolve agents by email match against the destination Gorgias workspace. Any UVdesk Agent without a matching Gorgias user account goes to a reconciliation queue before migration begins, because OwnerId references are required for ticket assignment. Role hierarchy (Admin, Manager, Agent) does not have a direct Gorgias equivalent; we map to Gorgias permission groups (Admin, Agent) and document the UVdesk role designation as a custom field on the Agent record.

UVdesk Groups (containers that assign Agents and Subgroups, determining ticket routing) map to Gorgias Permission Groups. We create matching Permission Groups in Gorgias and populate membership from UVdesk Group membership during migration. Ticket routing rules that reference UVdesk Groups must be rebuilt as Gorgias Rules after migration.

UVdesk Teams bundle specific Agents for targeted workload distribution and have no direct Gorgias equivalent. We map Team membership as a custom property on the Agent record in Gorgias (e.g., a multi-select 'Teams' field) and tag tickets with the team name for routing visibility. The customer configures the field in Gorgias during the migration window.

UVdesk Mailboxes define email inboxes that feed tickets into the platform. We map mailbox-to-email-source associations by creating Gorgias Email Integrations with matching email addresses. IMAP credentials and forwarding rules do not transfer; these are reconfigured manually in Gorgias during the channel setup phase post-migration. The mapping preserves which mailbox address generated which tickets so that source attribution is maintained in Gorgias Tags.

UVdesk Saved Replies (templated response texts with optional category grouping) map to Gorgias Macros. We migrate macro content and any category grouping. UVdesk Saved Reply usage statistics and agent-level saved-reply associations do not transfer. Only macro reply text and status-change actions are supported; UVdesk Saved Replies containing actions beyond text insertion may require manual simplification in Gorgias.

UVdesk custom ticket fields (text, dropdown, checkbox, date, file) map to Gorgias Ticket Fields. Text maps to text; checkbox maps to boolean; date maps to date. Dropdown value lists require mapping to Gorgias select options. File upload fields from UVdesk (rare, SaaS-only) do not have a direct Gorgias equivalent and are flagged for manual re-upload post-migration. Open Source UVdesk custom fields added via the Webkul Custom Fields module use a different schema than SaaS custom fields; we detect the source schema during scoping and translate accordingly.

UVdesk ticket tags migrate as Gorgias Tags. Tags are preserved as string labels with their ticket associations migrated 1:1. If the UVdesk instance uses a large tag vocabulary, we validate that tag names comply with Gorgias character limits and de-duplicate any exact-match duplicates.

Ticket and reply attachments stored on UVdesk's file system or cloud storage require re-hosting. We download files from the UVdesk source, upload them to Gorgias storage, and relink them to the correct ticket. File size limits in Gorgias (typically 25 MB per attachment) are enforced; any attachments exceeding this limit are flagged for alternative handling (external link replacement or chunked upload). Attachment metadata (original filename, upload timestamp, uploader) is preserved as a custom field on the ticket.

Knowledgebase Articles are only available on UVdesk SaaS editions, not the Open Source edition. If migrating from a SaaS UVdesk instance with Knowledgebase content, we export Articles, Categories, and Folders but cannot import them into Gorgias Help Center because the content model differs (UVdesk uses folder/category/article hierarchy; Gorgias uses site/article structure). We deliver a written inventory of all Knowledgebase content with URLs for manual rebuild in Gorgias Help Center. Knowledgebase article ordering does not transfer due to UVdesk's known ordering bug on SaaS.

UVdesk Workflows (automation rules triggering actions based on ticket conditions) have no direct Gorgias equivalent as migrated code. We deliver a written inventory of every active UVdesk Workflow with its trigger conditions, actions, and a recommended Gorgias Rule equivalent for the customer's admin to rebuild post-migration. Workflow rule names and condition logic are preserved in the inventory document; the automation itself requires manual configuration in Gorgias Rules.

UVdesk Notes attached to Customer records (visible on all customer tickets) migrate to Gorgias Customer notes. We preserve the note content and author attribution. Note timestamps transfer as custom metadata fields if the customer's admin wants to preserve the original creation date.

UVdesk Agent Insights reports are computed metrics in the reporting layer and are not structured data records. We do not migrate reporting snapshots. We provide a written reference of key metrics available in UVdesk (response time, resolution time, CSAT if enabled) with their Gorgias equivalents (Support Performance Statistics, Live Statistics) so the customer's admin can reconfigure reporting dashboards post-migration.