Migrate from Vision Helpdesk to Gorgias

Vision Helpdesk Clients (end-users and staff) map directly to Gorgias Customers. We extract client records via CSV export with column mapping or API, preserving name, email, phone, timezone, and language. Client domain association (for multi-company configurations) maps to a Gorgias customer field. For Vision Helpdesk instances with satellite desk multi-company structures, we consolidate into one Gorgias account and use customer tags or a company name field to maintain brand separation rather than creating multiple Gorgias accounts.

Vision Helpdesk Organizations (client companies linked to Clients) map to the Company name and domain fields on Gorgias Customers. We preserve the org hierarchy by linking each Customer to its parent Organization via Gorgias's company_name field and a custom org_id__c field for traceability. Multi-domain organizations in Vision Helpdesk are consolidated under one company record in Gorgias with domain aliases noted in a custom field.

Vision Helpdesk Incidents (tickets) map to Gorgias Tickets. We preserve incident ID as external_id__c, subject as ticket subject, priority and status as ticket priority and status, and assigned staff as the ticket assignee. SLA metadata (response time, resolution time, SLA breach flags) migrates as ticket tags (e.g., sla_warning, sla_breached) and custom SLA fields created in Gorgias before migration. Private comments from Vision Helpdesk are handled per the customer's scoping decision: merged into the main ticket conversation, promoted to Gorgias internal notes, or dropped.

Vision Helpdesk Solutions (knowledge base articles) map to Gorgias Knowledge Base articles with category hierarchy preserved. Article body content migrates directly; category path becomes the Knowledge Base section and category hierarchy in Gorgias. We handle embedded images via URL preservation or re-upload to Gorgias's media library depending on attachment handling preferences set during scoping.

Vision Helpdesk Staff agents (internal support users with roles and permissions) map to Gorgias Users. We extract agent names, email addresses, and role assignments via CSV export. Role mapping depends on the Vision Helpdesk tier: agents with admin roles map to Gorgias Admin users, and standard agents map to Agent users. Agent permission granularity differs between platforms; we document the closest equivalent and flag any role capabilities that do not map directly.

Vision Helpdesk custom fields on Incident creation and user registration (text, textarea, checkbox, radio, select, multi-select, datetime, note) map to equivalent Gorgias ticket fields and customer fields. Gorgias allows up to four active customer fields; if the source has more, we prioritize the most-used fields and note the overflow for the customer's admin to configure post-migration. Custom field types are matched to Gorgias's field type equivalents during the schema mapping phase.

Vision Helpdesk tickets and clients support custom labels, tags, and flags stored as comma-separated or multi-value fields. We normalize all Vision Helpdesk labels and tags to Gorgias Tags. The tag taxonomy from Vision Helpdesk is preserved in a mapping document so that customers can audit tag continuity. Flag-based categorization (e.g., VIP, escalated) migrates as tags in Gorgias to maintain segmentation capability.

Vision Helpdesk Live Chat Software stores visitor conversations and round-robin routing data. Chat transcripts export via the same CSV mechanism as other Vision Helpdesk records. We map conversation history to Gorgias Chat/Conversations, noting that Gorgias's chat interface requires the Gorgias Chat widget or a supported integration; standalone transcript migration recreates the conversation text but not the live chat session metadata (visitor browser data, routing time).

Vision Helpdesk Contract Management (available in Service Desk tiers) stores agreement terms linked to clients or organizations. Gorgias has no native contract management object. We export contract records as a CSV for the customer's records and flag the absence of a contract management destination so the customer's admin can evaluate whether a separate contract tool (e.g., Salesforce Contracts, HubSpot Sales Hub) is needed post-migration.

Vision Helpdesk Asset Management and CMDB (PINKVerify Certified in Service Desk tiers) store configuration items and asset records linked to organizations. Gorgias has no native CMDB or asset management module. We export asset records as a structured CSV including configuration item relationships, and document the asset inventory for the customer's admin to evaluate whether a dedicated ITAM tool (ServiceNow CMDB, Lansweeper) is needed as a replacement.

Vision Helpdesk Change Management (ITIL module in Enterprise Service Desk tier) stores Change Requests with scope, impact, risk analysis, and approver workflow. Gorgias is a customer support platform, not an ITSM tool; it has no change management module. We export Change Request records as a CSV inventory for the customer's IT operations team and recommend ServiceNow Change Management or Jira Service Management as the appropriate replacement destination for ITSM workflows.

Vision Helpdesk Workflow Rules define automated actions triggered by events and criteria within the platform. These are configuration-level entities with no standard export format in the CSV or API. We do not migrate Workflow Rules as code. We deliver a written inventory of every active Vision Helpdesk Workflow Rule with its trigger, conditions, actions, and a recommended Gorgias macro or automation equivalent. The customer's admin rebuilds them as Gorgias macros and rules post-migration.