Migrate from Zoho Desk to Gorgias

Zoho Desk Tickets map directly to Gorgias Tickets with subject, status, priority, assignee, and createdTime preserved. We use the Zoho Desk API to export all ticket fields and map Zoho status values (Open, Pending, On Hold, Solved, Closed) to Gorgias equivalents (open, pending, resolved, closed). Custom ticket fields migrate as Gorgias ticket attributes with explicit type mapping (text, number, date, picklist). Original ticket creation timestamps require API-level migration; third-party migration tools reset createdTime to the migration date.

Zoho Desk Threads and Comments consolidate into Gorgias Messages. We export thread entries in chronological order and reconstruct the conversation timeline in Gorgias. Internal notes and public comments are distinguished by the isPublic flag on Zoho Desk threads. Comment authorship maps by matching agent email addresses; we flag any Zoho Desk agent without a corresponding Gorgias user for default assignment before migration begins.

Zoho Desk Contacts map to Gorgias Customers with name, email, phone, and address preserved. Email address serves as the dedupe key during import. Zoho Desk custom contact fields migrate as Gorgias customer attributes. We extract the contact's associated account relationship and flag it as a note or tag in Gorgias if the customer's organization context is relevant for support routing.

Zoho Desk Accounts represent the parent organization for Contacts and support hierarchical structures. Gorgias uses a flat customer model without a separate Account object. We flatten the Account relationship by attaching the Zoho Desk account name as an Organization tag on the Gorgias Customer record. Multi-department account structures are preserved as multiple Tags so agents can filter by organization during ticket handling.

Zoho Desk Products carry name, SKU, description, and custom fields used for warranty and entitlement tracking on tickets. We migrate Products as reference data into Gorgias so agents can link products to tickets for context. Product lookups on migrated tickets resolve against the imported product list.

Zoho Desk Departments route tickets and assign agents within organizational containers. Gorgias uses Inboxes as the routing container for channels (email, chat, Facebook, Instagram, WhatsApp). We map each Zoho Desk Department to a corresponding Gorgias Inbox and preserve agent assignments within that inbox. Multi-department Zoho Desk accounts create multiple Gorgias Inboxes at migration time.

Zoho Desk Agents map to Gorgias Users by email match. We extract agent name, email, role (Admin, Supervisor, Agent), and department assignment. Inactive Zoho Desk agents are flagged for manual activation in Gorgias before migration to avoid orphaned comment attributions. Agent email identity is critical for comment authorship preservation; we run email reconciliation before any record import begins.

Zoho Desk Teams group agents for ticket assignment and workload balancing. We migrate team membership and assignment rules as Gorgias Groups. Teams without members are skipped to avoid orphaned routing rules. Group-to-agent assignments resolve at migration time using the agent email lookup.

Zoho Desk Knowledge Base Articles migrate to Gorgias Help Center Articles with title, body HTML, author, category, tags, and publication status preserved. HTML content transfers as-is. Zoho Desk KB attachments (help center media) do not migrate via standard third-party tools; we document the attachment list and flag them for manual re-upload to Gorgias media library. Category hierarchy migrates as article folders in Gorgias.

Zoho Desk Tags are flat labels applied to Tickets and Contacts. We export tag names and apply them to corresponding records in Gorgias. Tag-based automations in Zoho Desk are non-transferable and are excluded from the migration; we document the tag-to-automation dependencies so the customer can rebuild them in Gorgias Rules.

Zoho Desk custom fields on Tickets and Contacts (text, decimal, integer, currency, checkbox, picklist) map to Gorgias custom ticket and customer attributes. We extract the field schema during scoping, map data types to Gorgias attribute types, and migrate picklist values as Gorgias option lists. Department-scoped custom fields require per-department attribute creation in Gorgias.

Ticket and article attachments export from Zoho Desk as file references. We extract file URLs, download attachments to temporary storage, and re-upload them to Gorgias in sequence. Zoho Desk KB article attachments do not migrate through third-party tools; we provide a separate manifest of these files for manual re-upload. Attachment volume exceeding 10GB requires chunked transfers or selective exclusion.