Migrate from Wolken Service Desk to Gorgias

Wolken Request records map directly to Gorgias Tickets. The Request status (Open, In-Progress, Resolved, Closed) maps to Gorgias Ticket status (Open, On Hold, Solved, Closed). Request priority maps to Gorgias priority (Low, Normal, High, Urgent). The Request subject and full conversation thread (Requester messages, Agent responses, internal notes) migrate as the Ticket body and message history. We resolve the Requester Customer record by email before inserting the Ticket so that the customer association is satisfied. Wolken's sub-status and category fields migrate as Ticket tags or custom fields depending on the customer's scoping choice.

Wolken Customer records map to Gorgias Customer profiles. We map name, email, phone, and timezone directly. Wolken's customer type and custom fields migrate as Gorgias Customer custom fields. If a Customer email matches an existing Shopify customer in Gorgias after Shopify re-integration, the records consolidate rather than duplicate. Wolken Customers with no email address are imported with a generated placeholder and flagged for manual review.

Wolken Agent profiles map to Gorgias User accounts. We map agent name and role. Team assignments in Wolken map to Gorgias Team structure during migration, but the customer reviews team naming in scoping because Gorgias teams are flat (no hierarchy). Agents without an email in Wolken cannot be provisioned as Gorgias users and are flagged for manual email assignment before the user migration phase.

Gorgias has no native SLA Policy object. Wolken SLA Policy definitions (response time and resolution time windows per priority or category) cannot migrate as data records. We deliver a written SLA inventory document listing each Wolken SLA Policy, its trigger conditions, and its response and resolution time thresholds. The customer's admin recreates these as Gorgias macro defaults and time-based rules post-migration. This is a product-level constraint in Gorgias, not a migration limitation.

Wolken Knowledge Base articles migrate to Gorgias Help Center articles. We map title, body content, category, and publication status. Wolken article visibility settings (internal vs. public) map to Gorgias Help Center visibility controls. Article attachments migrate as Help Center media files. Wolken's article authoring metadata (author, last modified date) is preserved as article custom fields. The category hierarchy in Wolken maps to Gorgias Help Center sections.

Wolken exposes attachment references per Request with no bulk blob-export endpoint. Each attachment must be resolved individually by its reference URL. We pre-scan all attachment references during scoping, estimate per-file resolution time, and advise on the total timeline impact. Large attachment sets (over 5,000 files) extend the migration window and may push the migration to a phased approach where attachments are resolved in parallel with the main record migration.

Wolken Request Metadata exposes dynamic custom fields defined per Request type. These do not have a single Gorgias equivalent because Gorgias scopes custom fields to specific objects (Customer, Ticket, User). We enumerate every Wolken custom field during scoping, determine its logical scope in Gorgias, and deliver a schema of custom fields that need to be created in Gorgias before migration begins. The customer provisions these fields in Gorgias; we then map field values during the Ticket import phase.

Wolken Forms act as structured intake channels that route submissions to specific Request types. Forms do not migrate as records. We deliver a written form inventory documenting each Wolken Form's field structure, routing logic, and submission-to-Request-type mapping. The customer's admin rebuilds these in Gorgias as embedded Web form configurations or as Shopify form integrations. Form fields that map to Wolken Request custom fields are included in the custom field schema document.

Wolken's workflow engine handles ticket routing, auto-categorization, and SLA enforcement as automated rules. Gorgias uses an AI Agent (LLM-based automation) plus a rules engine that is not a direct equivalent. Workflows do not migrate as automation code. We deliver a written workflow inventory documenting each Wolken Workflow's trigger, conditions, actions, and the recommended Gorgias configuration (AI Agent training topic, rule-based macro, or automation rule). The customer's admin rebuilds these post-migration.

Wolken Enterprise ServiceDesk supports approval chains on Request types (common in IT and HR ITSM contexts). Gorgias has no approval chain object. Approval-based workflows are an enterprise ITSM pattern that does not apply to e-commerce customer support. We flag this gap in the scoping document and advise the customer to evaluate whether any Wolken approval logic is relevant in the Gorgias context. If any approval logic must be preserved, it requires a custom integration outside standard Gorgias functionality.

After migration, the customer's Gorgias instance is re-connected to Shopify. Existing Shopify customer records then appear inside Gorgias with full order history. Wolken Customers that were imported as Gorgias Customers are matched against Shopify customers by email during re-integration. Customers with no Shopify account remain as plain Gorgias Customer profiles. This two-step approach (Wolken import first, Shopify re-integration second) ensures no customer records are lost during the transition.

Wolken Request engagement history (agent replies, internal notes, email threads) migrates as a continuous message thread inside the corresponding Gorgias Ticket. If Wolken records separate call logs or meeting records as distinct Request-linked objects, these surface as Ticket notes in Gorgias. Wolken internal notes migrate as internal Gorgias notes (visible to agents only). External messages migrate as customer-facing Ticket messages. The conversation thread ordering is preserved by timestamp.